Transfer to humans

Human-in-the-loop – the best of both worlds

The AI agent resolves most inquiries automatically, but some cases require human expertise, empathy, or decision-making authority. Our solution ensures that the transition from AI to a human is seamless—whether it happens over the phone or in chat.

Transfer by phone

Flexible routing to the right person

When a call is to be transferred, you have full control over where it ends up:

• Transfer to number– Set up one or more phone numbers the agent can transfer to
• Department-based routing – The agent understands which department is appropriate based on the content of the conversation
• Person-based routing – The agent can identify exactly which person the conversation should be transferred to

Intelligent decision

The agent makes the decision to transfer based on:

• The customer’s explicit request to speak with a human
• The complexity or sensitivity of the case
• Predefined rules you configure
• Situations that require decision-making authority the agent does not have

Full context is included

When the conversation is transferred, the customer service representative receives a complete summary of the conversation so far. The customer doesn’t have to repeat themselves, and the representative can pick up where the agent left off.

Transfer in chat

Dedicated dashboard for customer service agents

Customer service agents get access to a dedicated dashboard where they can:

• Set themselves as active– Indicate that they are available to take over chats
• View pending chats – Overview of customers who have asked to speak with a human
• Take over conversations – Seamlessly take over the chat from the AI agent
• View full history – All previous dialogue between the customer and the AI agent is available

How it works

1. Customer asks for a human– The customer writes that they want to talk to a human
2. AI notifies – The agent confirms and puts the customer in a queue
3. Customer service agent takes over– An active customer service agent sees the chat and takes over
4. Solution – The customer service representative helps the customer resolve the issue
5. Documentation – The entire conversation is logged automatically

No customers are left standing alone

If no customer service agents are available, the agent can:

• Inform the customer about the expected waiting time
• Offer to be contacted back
• Collect contact information for follow-up
• Continue helping with what it can

How it works – step by step

Phone

1. Call in progress– The AI agent is handling the inquiry
2. Transfer needed – The agent identifies that a transfer is necessary
3. Routing – The agent selects the correct recipient based on their rules
4. Context – A full summary is sent to the customer service agent
5. Transfer – The conversation is transferred seamlessly
6. Resolution – The customer service representative completes the case

Chat

1. Chat in progress– The AI agent is handling the inquiry
2. Customer request – The customer asks to speak with a human
3. Notification – The chat appears in the customer service agent dashboard
4. Takeover – Customer service agent takes over the chat
5. Full history – All previous dialogue is visible
6. Solution – The customer service representative helps the customer

Complete control and transparency

Monitor all transfers in real time. View statistics on:

• Number of transfers per day/week/month
• Reasons for transfer
• Average waiting time before takeover
• Resolution rate after transfer
• Customer satisfaction

Use the insights to optimize both the AI agent and the staffing of customer service representatives.

Tailored to your needs

You define the rules yourselves for when and how transfers should take place. The agent is adapted to your organizational structure, departments, and areas of expertise – ensuring that customers always reach the right person.