Agentic AI: Virtual Agent with Multiple Shared Services Fallback within VA Conversation

[ARScheuvront]

I’m looking for best practice guidance on routing work across multiple Shared Services groups where we need more than one fallback option depending on the Shared Services area.

What we are trying to achieve

We have multiple Shared Services teams (example: HR, IT). We want to route requests using a prioritized fallback approach, such as:

• If the conversation feel like HR create an HR Case
• If feels like IT or not applicable create an Incident

Key constraints

• We cannot use Universal Request (not an option for us).
• We cannot allow HR issues to be entered as Incidents (HR must be handled in HR Case / HR services, not Incident).
• We still need a clean experience for end users and fulfillers, and we need routing to be consistent and maintainable.
  
  What is the recommended approach for “fallback routing” across multiple groups when Universal Request is off the table?
  
  What are best practices to ensure HR requests cannot become Incidents?