How AI Agents and Human Teammates Hand Off Customer Work

Decide when a person should take over

Look through recent calls for questions your team had to resolve personally. These might include exceptions to a policy, a complaint, or a request with a deadline. Give the agent instructions for those situations, as well as a direct request to speak with someone.

Keep the rules short enough for your team to explain and test. If several rules overlap, work through the calls where that overlap could cause confusion. You can add more cases as you review live conversations.

Check what your teammate receives

Have a teammate take a test transfer. Can they find the caller's name, the reason for calling, and what's already been discussed? Check what they hear on the phone and what they can see in the customer record. If they need to call back later, the original conversation should be easy to find.

Plan for an unanswered transfer

A teammate may be on another call or away from their desk. Decide what the agent should say when a transfer goes unanswered, which details it should collect, and who will handle the callback. Keep the request open until someone has dealt with it.

• Answer a transfer on the phone your team will use.
• Try a transfer when that phone is busy or goes unanswered.
• Check who is responsible for any callback.
• Listen to what the caller is told about when to expect a response.

Use the same principles for chat

NexTalker supports live AI call transfers, and website visitors can request human help or arrange a callback. Alerts and callback tasks help the team respond. Review hours and staffing for each channel separately: a person able to answer a call may not be monitoring chat at the same time.

Bring a difficult customer request to a NexTalker demo. Follow it through the transfer or callback and look at the information your teammate receives. That will give you a better sense of the handoff than watching a routine call.