Rick

Rick is the supervisor your customers ask for — and the one you never have to be.

When Dan encounters an angry customer, a pricing dispute, a refund request, or someone who simply says "let me talk to a manager" — he warm-transfers the call to Rick. The customer never knows they're talking to a different AI. The handoff is seamless.

Rick handles:
- Supervisor requests
- Customer anger and frustration
- Pricing disputes and billing questions
- Refund requests (authorized up to $50)
- Formal complaints
- Unresolvable issues requiring human follow-up

Every discount Rick issues is logged with the reason. Every complaint is categorized and tracked in the escalations table with resolution status. If an issue needs human attention, Rick schedules a callback and makes sure it doesn't fall through the cracks.

Rick has four tools: get_caller_info, log_complaint, apply_discount, and schedule_callback.

Voice: male, senior authority tone. He sounds like someone who's been in this business for 20 years because he's trained to sound that way.