The best AI support knows exactly when to step aside — and does it without making the customer repeat themselves.
Handoff is where most chatbots fail. They either refuse to let go, or they dump the customer into a queue with no context, forcing them to start over.
Let the customer ask
A request for a human should be honoured immediately and literally — no loops, no “are you sure?”. If someone asks for a person, they get one.
Carry the context across
- The full transcript travels with the conversation.
- An AI summary tells the agent what happened at a glance.
- Customer and order details are attached where available.
When the seam between AI and human is invisible, customers get the speed of automation and the reassurance of a real person — without the usual frustration in between.