Voice AI
What is Human handoff?
Human handoff is the point at which an automated system passes a conversation or lead to a person, along with the context needed to continue it.
Also called: human escalation, agent handover, escalation to human
Handoff can be live, where a call is transferred mid-conversation, or asynchronous, where the AI completes the call and a person picks up the lead afterwards with a summary in hand. Common triggers are an explicit request to speak to someone, high-value or complex enquiries, complaints, and anything the AI is not permitted to decide, such as a price exception. The quality of a handoff depends almost entirely on how much context travels with it.
Well-designed handoff lets the AI absorb volume while people handle judgement, without any customer repeating themselves; poor handoff loses the lead in between. Outpero can transfer a call to your team when a person should take it, and every call also produces a recording, transcript, summary, sentiment and custom fields, delivered to the dashboard and to a webhook that can create a task in the team's CRM.
What is Human handoff?
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Human handoff is the point at which an automated system passes a conversation or lead to a person, along with the context needed to continue it. Handoff can be live, where a call is transferred mid-conversation, or asynchronous, where the AI completes the call and a person picks up the lead afterwards with a summary in hand. Common triggers are an explicit request to speak to someone, high-value or complex enquiries, complaints, and anything the AI is not permitted to decide, such as a price exception. The quality of a handoff depends almost entirely on how much context travels with it.
Why does Human handoff matter?
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Well-designed handoff lets the AI absorb volume while people handle judgement, without any customer repeating themselves; poor handoff loses the lead in between. Outpero can transfer a call to your team when a person should take it, and every call also produces a recording, transcript, summary, sentiment and custom fields, delivered to the dashboard and to a webhook that can create a task in the team's CRM.
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