What comes with a handed-over call
This article explains what your staff receives when the AI phone agent transfers a case. You also learn how to track the journey afterwards.
When the agent transfers a call, your human employee gets direct access to a summary of the issue. The caller avoids telling their story from scratch. Your staff can continue exactly where the agent left off. Afterwards, you can track the entire journey in the call analytics.
How the handover works
The agent knows what it does not know. The agent hands over when the caller asks for a person or when the case is too complex. The call is transferred to your team according to rules you decide. The handover happens with full context.
Your human team receives a short text about what was said. Once it is connected to your existing business systems, the agent can also retrieve information from there during an ongoing call. The customer avoids repeating their issue. All data belongs to you and is processed in European Union data centres.
Reviewing transferred cases
We track the entire journey for calls that move on to your customer service. You choose yourself if this function should be active. You can then monitor the calls handed over to a human in the dashboard. This shows you quickly where the AI phone agent adds the most value.
- You see who the customer was transferred to and how long it took.
- The analytics show if the case was resolved by your staff.
- You see how it was resolved and what was missing to resolve it immediately.
Costs and continuous training
Forwarded calls are billed by the minute and at a lower cost than incoming ones. By reviewing the results, you see which issues are transferred unnecessarily. We then make the adjustments to the agent together with you. Insights from recorded calls feed the knowledge base so the agent can independently handle your future cases.