"Escalation" implies the first decision is automated; I was suggesting more of a process where the "fact finding" is automated, but the decision is still manual

"Escalation" implies the first decision is automated; I was suggesting more of a process where the "fact finding" is automated, but the decision is still manual. That said, even the system you're describing and with a 100% escalation rate should be cheaper than a fully manual process. The problem is that those "well meaning" companies aren't; their goal is to minimize cost, stopping only if it drops their revenue. But no system will be good with such goals.