Agent handover

What is agent handover?

Agent handover

Voice assistants occasionally need to hand calls over to an agent during a conversation. Sometimes, this is pre-planned, like when a voice assistant records a caller’s details before passing them over to an agent to complete a transaction. But sometimes, this handoff is unexpected, resulting from a technical issue or a caller requesting to speak to someone.

In these situations, customers are already starting to get frustrated, and poor execution during these moments can only make things worse. This makes it essential to prioritize the user experience at every stage of the handoff.

Although voice assistants powered by conversational AI can contain calls, people’s negative perceptions of automated systems can override their trust. Read on as we show you how to create the best handoff experience from AI to a human.

What is agent handover?

Agent handover is the process of transferring a customer from an automated system like a voice assistant or chatbot to a human agent. This can be a pre-determined workflow or when a request is highly complex and cannot be completed by the automated system.

The goal of agent handover is to create a smooth transition so the customer doesn’t have to repeat the information they’ve already given and can quickly get the help they need.

Why is timely human handoff important?

Your customers are used to the instant convenience of digital experiences and buying products or services with just a few clicks. When they call for help, they often encounter long waits and automated messaging. Not only is this frustrating for customers, but it also increases your key efficiency metrics like average handle time and abandonment rate. Timely handoff to an agent not only improves the customer experience but also helps you hit your efficiency KPIs by sending notifications that prepare agents for every interaction.

Handoff to an agent

When should an AI call assistant handoff to an agent?

The most appropriate time for an AI call assistant to hand off to an agent is unique to your business case. All customer queries are important, but they will require an order of priority, which the call type can determine.

Revenue generating calls

Agents are more equipped to handle high-urgency, high-priority calls that can negatively impact business revenue and the customer’s experience if they are not resolved quickly.

When a customer wants to cancel their account, they require immediate attention. An agent can negotiate and incentivize them to stay. Therefore, handing over to an agent earlier in the conversation will have a greater impact and create better outcomes for the end-user. However, customers with routine queries such as resetting their password are more willing to wait for a response from an AI call assistant who can guide them through the process.

Managing sensitive calls

Changing an AI call assistant’s tone of voice to sound empathetic is an effective way of creating the best experience for the customer. For use cases of a sensitive nature, such as reporting the death of a family member, it’s crucial to give customers the choice to skip the voice assistant and speak directly to an agent who can provide the support they need.

Complex or ambiguous queries

When a call involves complex or unclear questions, handing off to an agent can be the best outcome. Effective AI voice assistants can understand complex user queries regardless of the way a customer chooses to explain the issue, but sometimes, a human agent is better suited to handle situations that require a nuanced understanding or detailed problem-solving where multiple teams are required to resolve the issue. Transferring to an agent early in these calls can prevent frustration and lead to a faster, more accurate resolution.

Triggers

What typically triggers agent handover?

You can design your voice assistant to hand off calls or escalate calls based on whatever triggers you see fit. Some common triggers include the following:

The caller asks to speak to an agent

In some cases, callers explicitly request to speak with an agent if they feel the functionality of the AI assistant may not meet their needs. We’ve all had bad experiences with voice technologies at some point, so it’s no surprise that some callers will shout AGENT as soon as they realize they’re talking to a voice assistant.

The caller doesn’t say anything

Silence can stem from confusion, not knowing what to say, or anticipating a different outcome (such as speaking to a robot rather than a person). Recognizing and addressing silence as a trigger is essential to ensure the caller receives the assistance they need.

There is a misunderstanding

There are instances when the voice assistant may misunderstand or misinterpret the customer’s request. Ambiguous queries, accents, background noise, and poor phone signal can all contribute to misinterpretation. Rather than asking the caller to repeat themselves over and over, it can make more sense to hand the call over to an agent.

Best practices

5 tips to hand off to an agent effectively

Handoffs happen for a number of reasons, so how do you create the best handoff experience for your customers and contact center agents?

1. Know the right moment to hand off

It’s not uncommon for callers to ask to speak to an agent immediately, especially if they have been stung by poor experiences with automated systems in the past.

During these interactions, the voice assistant can encourage the conversation by telling the caller about wait times and asking if they’d like to try the voice assistant first. Another option is having the voice assistant ask for more information about the issue to ensure the call gets routed to the right person.

2. Handle silence thoughtfully

Because silence can carry various meanings, designing responses to all situations is key to the voice assistant’s success and whether the handoff is effective.

If a caller seems unsure or distracted and hasn’t responded, the agent can say, “Hey, are you there?” in an uncertain, apologetic tone. This lets the caller know the voice assistant is aware of the silence and encourages a response in a natural way.

3. Clarify to prevent misunderstandings

There are often calls with ambiguity or confusion about what the customer is asking. For example, they might mention ‘direct debit’ without specifying what they want to do.

To handle these situations, the voice assistant can clarify by asking, “I understand you’re calling about direct debit. What would you like to do exactly?” This approach helps to understand the caller’s needs more clearly in a way that moves the conversation forward naturally.

4. Use partial automation to streamline handoffs

This approach saves the agent and customer time by partially automating the call before handing it off to a live agent to complete the transaction. For example, a voice assistant initiates the reservation process by collecting essential details like the arrival date and number of guests before handing them off to an agent to complete the booking.

5. Gather context with clarifying questions

Customers ask unexpected questions, and sometimes, the intent can be ambiguous. An AI call assistant might understand the customer is calling about a fault with their car but can’t pick up on the nuances of what the caller is saying.

Technology

Implementing effective handoff: Technical considerations and integrations

Carrying out an effective handoff from a technical perspective will depend on your specific tech stack and contact center infrastructure.

Voice assistants integrate seamlessly with CCaaS and telephony solutions via Public Switched Telephone Network (PSTN) or Session Initiated Protocol (SIP).

PolyAI

PolyAI knows when you need to step in

Poor agent handover is usually the result of miscommunication. Legacy voice automation systems like IVRs have restricted how customers can explain their issues to one-word answers like “Billing” or “Accounts,” when really what they need the freedom to say is, “I paid my bill last week, but my account is still saying it’s unpaid, and I’m being charged interest. Can you tell me why?”

Industry-leading speech recognition

Our industry-leading voice assistants are engineered specifically for spoken conversations over the phone. So our voice assistants understand what callers say, however they speak, guide callers through business logic to complete transactions, and respond appropriately in an engaging tone.

FAQs

Agent handover FAQs

What is the agent handover process?

The agent handover process is when an AI assistant transfers a customer call to a human agent. This can be a planned transfer or a quick response to customer needs, ensuring a smooth transition that lets the agent pick up right where the AI left off. This way, customers don’t have to repeat themselves, and the process remains efficient and seamless.

When is human handoff essential for customer support when using AI assistants?

Human handoff is essential when the call involves complex issues, sensitive situations, or high-priority needs like account cancellations. It’s also important when a caller requests an agent or when the AI assistant is unable to interpret or resolve the issue. In these cases, a human can offer the personalized support required to meet customer expectations effectively.

What is the purpose of agent handover?

The purpose of agent handover is to give customers the best support by transitioning them to an agent when their needs exceed the capabilities of the AI assistant. Effective handovers help avoid misunderstandings, reduce wait times, and keep customers from needing to repeat information, all of which enhance customer satisfaction and operational efficiency.