Quick Answer
For search, voice, and "just tell me what to do".
Effective AI handoff requires detecting complexity, emotion, and frustration signals, then transferring to humans with full context. The handoff itself is a trust moment—done well, it reinforces confidence; done poorly, it destroys trust.
Key Takeaways:
- Handoff quality matters as much as AI quality
- Full context transfer prevents customer frustration
- Proactive handoff beats reactive escalation
- Warm handoffs outperform cold transfers
- Handoff triggers should be continuously refined
Playbook
Define clear escalation triggers (sentiment, complexity, loops)
Build context summaries for human agents
Create warm handoff scripts that introduce the agent
Implement skills-based routing to the right human
Track handoff success and refine triggers
Common Pitfalls
- Losing context during handoff
- Making customers repeat their story
- Delayed handoffs that increase frustration
- Routing to unavailable or wrong agents
Metrics to Track
Handoff satisfaction score
Context completeness at handoff
Time from trigger to human connection
Post-handoff resolution rate
FAQ
What should trigger an automatic handoff to human?
Key triggers include: negative sentiment detection, multiple failed resolution attempts, explicit human request, high-value customer flag, complex multi-issue queries, and complaint or crisis language.
Related Reading
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