Human handoff
Human handoff
Support
When an AI agent passes a conversation to a person, ideally with the full history and context so the customer does not repeat themselves.
What is Human handoff?
A handoff happens when the AI reaches the edge of what it should handle: the customer asks for a person, the issue needs judgment or approval, the customer is upset or the AI is not confident in its answer.
A good handoff is warm, not cold. The person who takes over should see the full conversation, the customer's orders and subscriptions, what the AI already tried and why it handed off. Chargezen Concierge hands your team the whole story so the customer never has to repeat themselves.
Example
For example, a customer asks for a refund on a damaged order worth more than the AI is allowed to approve. The AI says a teammate will take over, and the teammate sees the photo, the order and a one-line summary, then approves the refund in a minute.
Why Human handoff Matters
A smooth handoff keeps customers happy even when AI cannot finish the job, and saves your team from starting over.
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