When the agent hands over to your staff
This article explains when the AI phone agent transfers calls to your staff. You also learn how the process works in practice.
The agent hands over the call when it does not know the answer or when the caller asks for human contact. The call is then transferred to your human team. You set the rules for handovers and decide how generously the agent transfers calls.
Situations that trigger a transfer
The AI phone agent is built to understand the issue of the caller. It answers recurring questions and leaves difficult problems to your staff. The service escalates the call just like a good employee does when it cannot handle the issue on its own.
The agent also forwards the issue if the caller asks for human contact. You always set the rules. You choose how generously the agent transfers issues to a human.
The practical steps of a handover
When the service escalates a case, the call is transferred. The caller avoids telling their story from scratch. Your human team gets direct access to all collected data. All data is processed in European Union data centres.
The goal is a handover without repetition, where your staff can continue exactly where the agent left off.
- The AI phone agent summarises the issue.
- The agent sends along a summary and full context directly to you.
- The caller does not need to repeat themselves.
Receivers and call monitoring
The call is routed either to your human team or to other systems.
You pay for forwarded calls by the minute. This fee is a lower cost than incoming calls.
You can monitor the calls handed over to a human afterwards. We then make the adjustments to the agent together with you. This way, the agent learns to take more calls itself.