Business automation
Hand off from a chatbot without making customers repeat themselves
Design a chatbot-to-human handoff that preserves context, assigns the next owner and prevents repetition.
Define handoff triggers
Escalate when requested, after repeated failure, for authority-dependent complaints or missing essential information. Do not force a long interrogation first. Explain the next step without promising a response time the team cannot meet.
Pass useful context
Include intent, confirmed facts, attempted steps, escalation reason and open questions. Distinguish customer statements from assistant inference. Let authorized staff access the source conversation instead of copying sensitive records into extra channels.
Assign ownership
Pause conflicting automated replies when a person takes over. Test unavailable staff and returning control after resolution. Measure time to human response and repeated-information requests, not just handoff counts.
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