Smart Handoff
The right conversation routed to the right person, with context
A bad handoff makes the customer start over. The AI classifies the conversation, gathers context and routes to the right person with a summary — the customer never repeats themselves.
Blind transfers, repeating customers
Transfers to the wrong person or without context tire the customer and delay resolution. The conversation starts from scratch.
What the AI does
- Classifies the conversation by intent
- Gathers the needed context and identity
- Routes to the right person/queue with a summary
- Schedules a callback if no one is available
Example flow
- The AI converses and determines intent
- Context and identity are verified
- It routes to the right person with a summary
- If no one is available, a callback is scheduled
Human + AI
When it hands over to a human
Smart handoff is the essence of this solution: the AI picks the right moment and person, handing over with a context summary.
Trust and boundaries
- Routing rules and queues are defined with you
- The context summary goes only to the authorized team
- No fake connection is made if no one is available