{
  "apiVersion": "v1",
  "passage": {
    "id": "zendesk-only-conversations-were-not-escalated-evaluated-automated-2026",
    "text": "Only conversations that were not escalated are evaluated for automated resolutions.",
    "speaker": null,
    "role": null,
    "organization": "Zendesk",
    "aiVendor": true,
    "work": {
      "title": "Zendesk help center (the company's own documentation)",
      "type": "post",
      "date": "2026-10-20",
      "publisher": "Zendesk help center (the company's own documentation)",
      "url": "https://support.zendesk.com/hc/en-us/articles/5352026794010-About-the-automated-resolutions-platform-prior-to-resolution-tiers"
    },
    "grade": "B",
    "verification": {
      "status": "verified",
      "reviewedOn": "2026-10-31"
    },
    "topics": [
      "autonomy-and-oversight",
      "ai-support-resolution"
    ],
    "functions": [
      "support"
    ],
    "figures": [],
    "context": null,
    "url": "https://the-ai-record.com/passages/zendesk-only-conversations-were-not-escalated-evaluated-automated-2026"
  },
  "notice": [
    "Every passage is reproduced word for word from the cited source.",
    "Check the verification status: \"reported\" means not yet confirmed by an independent second reader.",
    "Organizations flagged aiVendor sell AI tooling and have a reason to publish flattering numbers.",
    "An empty result means the archive holds nothing on it, not that nobody has said anything."
  ]
}