Escalation is not failure
An honest handoff is often the correct outcome. The failure is losing what the human learned after the handoff.
When a person resolves the case, Agor treats that resolution as a candidate knowledge update. It can be reviewed, approved, and tested before it changes live behavior.
Close the loop deliberately
The loop has four visible steps: capture the resolution, draft the reusable knowledge, simulate the changed behavior, and release an immutable version. Skipping any one of them turns learning into guesswork.
This is how an agent becomes more specific to the business over time without quietly changing under the operator's feet.