AI CallerHuman Handoff
The person who picks up already knows everything
A transfer that makes the customer start again is worse than no automation at all. Every escalation arrives with the full story attached.
What arrives with it
Six things, every time
Why it escalated
The exact rule or phrase that stopped the automation, not a vague flag.
What they asked for
In their words, with the relevant part of the transcript.
What has been collected
Every field gathered so far, so nothing is asked twice.
What was already done
Actions taken and their states, so nobody repeats or undoes them.
What to do next
The suggested next step based on the workflow you designed.
Time remaining
A live countdown against the response target you set.
By design
Escalation is a path, not a failure
Some calls should reach a person
Safety issues, distressed customers, anything past the authority you granted. The system is built to hand those over well, rather than to avoid handing them over.
ReasonSafety keyword, brakes
Raised16:47:22
CollectedReg, model, symptom
DoneBooking withheld deliberately
NextAdvise stop driving
Remaining4m 12s
Questions
Worth asking before you buy
What if nobody picks up?
It follows your escalation ladder to the next contact and records every attempt on the case, so you can see afterwards exactly who was tried and when.
How is the handoff delivered?
As a warm phone transfer plus the case on screen, and optionally an alert in Slack or Teams so whoever is free can pick it up.
Can the customer be told what is happening?
Yes, and it should be. You write what it says while transferring, so nobody sits in silence wondering whether the line dropped.
What if it escalates too often?
The analytics rank escalations by the rule that triggered them, so you can see which threshold is too tight and loosen just that one.
Does the countdown apply out of hours?
You set a separate target for out of hours, because a ten minute promise at three in the morning is a different commitment.
Hear a real escalation
On the demo, trigger the safety path and listen to what happens.