Route the routine to systems.
Separate bounded routine requests from cases that require human judgment, then encode the routing and escalation rules.
Operating pattern
Operational teams often receive recurring status, timing, eligibility, and policy questions through a shared queue. Some requests have bounded answers; others depend on context or authority that requires a person.
Treating every request the same obscures the boundary between routine handling and judgment.
Capability pattern
Classify the request types, define the information required for each answer, and encode three routes: answer within policy, escalate with context, or require human review from the start.
The rule set is maintained as an operational artifact. The system carries the route, while the accountable role owns the boundary.
What the pattern enables
The pattern connects decision rights and workflows. Bounded requests can move through a system, exceptions arrive with their context, and the organization retains a visible record of what was answered, escalated, or reviewed.