Seamless Human Handoff When Needed
The AI handles 90% of calls autonomously. For complex cases, it smoothly transfers to your team with full context—no caller repetition required.
Why Smart Transfers Matter
No Customer Frustration
Customers don't repeat themselves. The human agent receives complete conversation history, context, and customer intent before taking over.
Faster Resolution
Human agents jump straight to solving complex issues. No time wasted on information gathering—the AI has already done that work.
Optimal Resource Use
Your team focuses on high-value, complex cases only. Routine inquiries are handled by AI, reducing staffing costs by 60-80%.
The Transfer Process
AI Recognizes Complex Scenario
The AI identifies when a case requires human expertise based on configurable triggers: specific keywords, emotional tone, request complexity, or explicit customer request.
Contextual Handoff Preparation
The AI compiles a complete brief: full transcript, customer sentiment analysis, identified issues, attempted solutions, and recommended next steps. Sent to agent dashboard instantly.
Smooth Customer Transition
The AI politely informs the customer: "I'm connecting you to a specialist who can help you further. They'll have all the details we've discussed." No hold music—instant connection.
Agent Takes Over
Human agent greets customer by name and immediately addresses the specific issue. Customer is impressed—no repetition needed.
Intelligent Transfer Triggers
Configure when the AI should transfer to human agents based on your business rules:
Keyword Triggers
Specific phrases like "cancel my account," "speak to manager," "this is urgent," or custom keywords you define.
Sentiment Detection
Transfer when customer shows frustration, anger, or distress beyond a threshold—preventing escalation.
Complexity Level
Multi-step problems, technical troubleshooting beyond AI's scope, or questions requiring policy interpretation.
Customer Request
Instant transfer when customer explicitly asks to speak with a human—respecting customer preference.
High-Value Accounts
VIP customers or high-value accounts automatically routed to dedicated account managers.
Compliance Requirements
Legal or regulatory scenarios requiring human authorization (e.g., financial transactions, medical advice).
Transfer Scenarios
Customer Support Escalation
Scenario: AI troubleshoots basic issues. When solution isn't working, transfers to support specialist with full troubleshooting history.
Sales Qualification to Closer
Scenario: AI qualifies leads, gathers requirements, identifies budget. Hot leads transferred to sales team with detailed buyer profile.
Technical Support Triage
Scenario: AI diagnoses issue category (hardware, software, network). Routes to specialized tech team with diagnostic data.
Billing & Account Changes
Scenario: AI handles inquiries, but account modifications require human authorization for security. Transfers with verification status.
Powered By These Features
Call Recording & Dashboard
View complete call history and context before taking transfer.
Learn More →Real-Time Notifications
Instant alerts to agents when high-priority transfers are incoming.
Learn More →CRM Integration
Transfer context syncs to CRM for complete customer history.
Learn More →Related Features
Human-Like Conversations
Natural AI conversations that build trust before transfer.
Learn More →Real-Time Notifications
Alert your team instantly when transfers are initiated.
Learn More →CRM Integration
Full context passed to your CRM during transfers.
Learn More →Best of Both Worlds: AI + Human
Let AI handle routine tasks while your team focuses on complex, high-value interactions. Book a demo to see seamless transfers in action.