An AI agent that pretends to handle everything is more painful than no agent at all. The goal is not to remove humans from the loop. The goal is to keep humans focused on the conversations that need them.
Three honest handoff signals
- The customer asks for a person
- The intent does not match any flow
- The conversation contains a complaint or a sensitive topic
Make the takeover invisible to the customer
A great handoff feels seamless. The bot announces it, the human picks up, the conversation continues in the same channel.
Why the team likes it
When the AI has already gathered the basic information, the human starts the conversation with context and respect for the customer time.