When Language Models Ask for Help: The Curious Case of Uncertain AI
Escalation is the least glamorous part of automation. It is also where many systems either become useful or become expensive theatre. In a normal business workflow, we understand escalation almost instinctively. A junior analyst handles routine invoices. An exception goes to a senior reviewer. A suspicious transaction goes to compliance. A warehouse robot follows a route until the floor plan stops behaving like yesterday’s floor plan. Nobody sensible asks the senior reviewer to approve every invoice. Nobody sensible lets the junior analyst improvise when the case is clearly outside their experience. ...