When Does Penny Escalate to Human Support?

Penny is designed to assist you with a wide range of questions and tasks related to your finances. However, there are situations where she will escalate your query to a human support agent to ensure you get the best possible help.

• Scenarios for Escalation:

  • Complex Issues: If your question or problem is too complex or specific, such as technical issues with the app or problems with your account that require manual intervention.
  • Security Concerns: If there are any security concerns, such as suspected fraud, Penny will immediately direct you to a human representative.
  • Regulatory Compliance: For issues that involve compliance or legal requirements, a human agent will provide detailed explanations and next steps.
  • Feedback and Complaints: If you wish to make a formal complaint or provide feedback that needs a personal touch.

• How It Works:

  • Penny will provide a prompt suggesting escalation.
  • You'll be given the option to connect to a human agent directly through chat or phone.

Escalation ensures that when Penny reaches her limits, you’re still covered by the expertise of Yeeld’s Customer Support team.