CAP-026 — Exception-only case routing

Category	Operational automation
Business goal	BG-009
Satisfying module	MOD-051 Automation rules engine
Mode	AUTO
BD owner	BD09 Technology
Human needed	No

Operational workflows that can be resolved without human judgment are completed automatically; only cases requiring genuine human decision-making are routed to an agent queue. The automation rules engine classifies every incoming work item against a ruleset and auto-resolves standard cases. Agent queues contain only exception cases, keeping handling cost proportional to complexity.