When the support agent escalates, it calls escalate_to_human with the note "Customer needs help with refund, see conversation." Human agents work in a separate queue tool and cannot view agent transcripts, so they re-interview most customers. What is the most effective fix?

Answer: B — Pass a structured summary with customer ID, root cause, refund amount, and the recommended action

Humans receiving an escalation often lack the transcript, so the handoff must carry what they need to act: customer details, root cause analysis, the amount, and a recommended action. A raw transcript (a) forces them to re-read and re-derive the case; escalating earlier (c) gives them less; asking the customer to repeat (d) is the problem being fixed.