Recovery

Design What Happens After The Agent Gets It Wrong

Recovery Designer focuses on failure points — not the entire dialogue. Define what the caller meant, what the agent misunderstood, and the Recovery Response that should fire.

Caller Actually Meant

Move Friday Mar 20 reservation to Saturday Mar 21 at 6:00pm — party of two under Jordan Lee.

Agent Incorrectly Understood

Resolved Saturday the nineteenth · spoke success after Tool Event 409 · never set a Recovery Point.

Recovery Response

Admit unclear hear · re-confirm date · backup tool · human handoff if second failure.

Team-defined recovery triggers

Admit the agent did not hear clearly Initiate a re-confirmation of the date Change the phrasing of the question Invoke a backup booking tool Transfer to a human agent with context

Three layers — Caller Actually Meant · Agent Incorrectly Understood · Recovery Response — tested against VG-2026-088.

Outcome Verification · Failure Patterns