Troubleshooting with Ariana: What to Do When You Need Human Help

Ariana is designed to be your always-on, always-helpful AI assistant — ready to answer your questions instantly and accurately. 

But we understand that not every situation can be handled by AI alone. That’s why Ariana is built smartly, not just to provide answers, but to know when to hand over the conversation to a human expert.

Here’s how Ariana manages troubleshooting and escalation, so you’re never stuck when you need real help.

Ariana First: Fast, Smart, and Reliable

Most common queries — like course details, document checklists, visa steps, or accommodation help — can be instantly answered by Ariana. She’s trained on a wide range of topics across student services and provider support.

But what if your issue is urgent, sensitive, or complex?

Understanding When It’s Time for a Human

Ariana is programmed to detect:

• Confusion in the conversation




• Repeated unanswered questions

• Emotional keywords like “urgent,” “not working,” or “frustrated”

• Complex cases (like application rejections, legal documents, or payment issues)

When these signals are detected, Ariana gently informs you:

“This seems like something one of our support experts should help with. Let me connect you now.”

Smooth Escalation to a Live Support Agent

Once escalation is triggered, Ariana:

• Gathers context from your conversation

• Transfers it to a human agent in real time

• Minimizes the need for you to repeat yourself

During business hours, you’re connected quickly. If it’s outside of hours, Ariana ensures your issue is logged and prioritized for follow-up.

Pro Tip: You Can Ask for Human Help Anytime

Just type phrases like:

• “Talk to a human”

• “Need expert help”

• “Escalate this”

Ariana will respond immediately with the next steps.

With Ariana, you’re never left in the dark. She’s your first responder — and knows exactly when to bring in the human touch.