When Does Penny Escalate to Human Support?

Penny is designed to answer questions, explain your finances and help you use Yeeld.

For many people, Penny is the first place they turn when they need help because she's available instantly and can resolve many questions without waiting for a response from customer support.

However, there are some situations where speaking to a real person is the best option.

When Penny identifies that additional assistance is needed, she can connect you with the Yeeld Support team directly from within the conversation.

Why Does Penny Escalate?

Some situations require human judgement, additional security checks or specialist support.

Rather than leaving you searching for contact details, Penny can bring a member of the support team into the conversation so you can continue getting help in one place.

This means you don't have to start your query again from the beginning.

When Might Penny Escalate?

Penny may suggest involving human support if you're experiencing issues such as:

• Problems accessing your account.
• Concerns about fraud or unauthorised activity.
• Issues with your Yeeld GBP Account or Visa card.
• Payment problems that require investigation.
• Technical issues that Penny can't resolve.
• Account-specific questions that require manual review.
• Any situation where specialist assistance is needed.

If Penny believes a member of the support team can help more effectively, she'll recommend escalating your conversation.

A Seamless Experience

The goal is to make getting help as simple as possible.

Instead of directing you to another channel or asking you to explain everything again, Penny can help hand the conversation over so the support team already has the context they need.

This helps you get the right assistance more quickly.

Penny Still Stays Involved

Even when a conversation is escalated, Penny remains an important part of the experience.

She can:

• Gather information before a support agent joins.
• Explain what's happening.
• Help answer additional questions while you wait.
• Make the transition to human support as smooth as possible.

The Best of Both Worlds

By combining AI with human expertise, Yeeld aims to give you the best possible support experience.

Penny handles the questions she can answer instantly, while the Yeeld Support team is there whenever a situation requires a personal touch or additional investigation.

In Summary

Penny will escalate to human support when:

• Your query requires specialist assistance.
• Additional security or account verification is needed.
• A technical or account-specific issue needs investigating.
• You're dealing with a more serious issue that can't be resolved through AI alone.

Penny is designed to get you the help you need as quickly as possible—whether that's through instant AI assistance or by connecting you directly with the Yeeld Support team.