AI and automation
Human handoff
Human handoff is the point at which an automated conversation is passed to a person, along with the full context of what has been said so far.
Also calledescalationagent handoverhuman takeover
It should trigger on low confidence, on sensitive topics, and on explicit request from the customer. What separates a good handoff from a bad one is whether the person receiving it has to start over. A handoff that drops context is experienced by the customer as being asked the same questions twice.
More in AI and automation
Worth knowing alongside it.
- Grounding
- Grounding is the practice of making an AI answer from specific source material you supplied, rather than from whatever it absorbed during training.
- Hallucination
- A hallucination is a confident, fluent, and false statement produced by an AI, typically when it has no source for the answer but produces one anyway.
- Approval gate
- An approval gate is a control that holds an outbound action until a person reviews and approves it.
- Deflection rate
- Deflection rate is the share of conversations resolved without a person, usually because an automated answer was sufficient.