Human handoff (warm transfer)
WHAT IT MEANS
Passing the call to a human agent, along with a summary so the customer doesn’t have to repeat themselves.
Real example
“I’m connecting you to my colleague. I’ve shared your details.”
What’s normal
A must for complaints, sensitive cases and high-value customers.
The India angle
Regulators and customers expect a human option in BFSI.
Questions to ask your vendor
When does the AI decide to transfer?
Does the human agent get a summary?
Does it work with our current call center software?
Related terms
Companies that do this
Other terms in Conversation Flow
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