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Overview

While Recepta.ai’s intelligent voice agents handle the majority of customer interactions autonomously, we understand that some situations require the human touch. Our Human Handoff feature provides seamless live transfer capabilities, ensuring your customers always receive the best possible service when AI assistance reaches its limits.

Seamless Transition

Smooth transfer from AI to human agents without dropping the call

Context Preservation

Full conversation history and customer data passed to human agents

Smart Detection

AI automatically recognizes when human intervention is needed

Fallback Protection

Multiple escalation options ensure customers are never left stranded

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How Human Handoff Works

1

Escalation Trigger

The AI agent identifies situations requiring human assistance through various triggers:
  • Complex technical issues beyond knowledge base
  • Customer frustration or dissatisfaction
  • Requests for manager or supervisor
  • Situations requiring human empathy or judgment
2

Preparation & Context

Before transferring, the AI agent:
  • Summarizes the conversation for the human agent
  • Collects all relevant customer information
  • Identifies the specific reason for escalation
  • Prepares handoff documentation
3

Live Transfer

The system performs a warm transfer:
  • Human agent receives full context
  • Customer is smoothly transitioned
  • AI agent provides introduction if needed
  • Call continues without interruption
4

Human Interaction

Human agent takes over with:
  • Complete conversation history
  • Customer profile and preferences
  • Previous interaction records
  • Specific escalation reason

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Escalation Triggers

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Automatic Triggers

The AI agent automatically escalates calls when it detects:
  • Problems not covered in the knowledge base
  • Multi-step troubleshooting requirements
  • Integration or system configuration issues
  • Technical questions requiring specialist knowledge
  • Negative sentiment detection
  • Repeated failed attempts to resolve issues
  • Customer expressing dissatisfaction
  • Requests to “speak to a human”
  • Requests to speak with a manager
  • Policy exceptions or special cases
  • Billing disputes or refund requests
  • Complaints requiring management attention
  • Emergency situations
  • Personal or emotional issues
  • Grief or distress situations
  • Cases requiring human empathy

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Manual Triggers

Human agents can also be reached through:
  • Customer Request: Direct request to speak with a human
  • Keyword Detection: Specific phrases like “human”, “representative”, “manager”
  • Agent Uncertainty: When AI confidence levels drop below threshold
  • Business Hours: Outside hours escalation to on-call support

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Configuration Options

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Escalation Rules

Configure when and how escalations occur: 
// Example escalation configuration
{
  "escalation_triggers": {
    "sentiment_threshold": -0.5,
    "confidence_threshold": 0.7,
    "keywords": ["human", "manager", "supervisor", "complaint"],
    "max_attempts": 3,
    "frustration_indicators": ["repeat", "angry", "upset"]
  },
  "business_rules": {
    "automatic_escalation": true,
    "escalation_delay": 5,
    "context_summary": true,
    "warm_transfer": true
  }
}

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Human Agent Availability

Set up your human agent availability:

Business Hours

  • Define operational hours
  • Set timezone preferences
  • Configure holiday schedules
  • Manage shift patterns

Agent Pools

  • Multiple agent groups
  • Skill-based routing
  • Department specialization
  • Escalation hierarchies

Fallback Options

  • Voicemail when unavailable
  • Callback scheduling
  • Emergency contact protocols
  • After-hours messaging

Load Balancing

  • Distribute calls evenly
  • Queue management
  • Agent capacity monitoring
  • Priority routing

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Transfer Settings

Customize the handoff experience:
  • Introduction Script: What the AI says during transfer
  • Context Format: How information is presented to human agents
  • Transfer Delay: Time between detection and transfer
  • Confirmation: Whether to confirm transfer with customer
  • Recording: Continue call recording during human interaction

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Integration Setup

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Human Agent Systems

Recepta.ai integrates with popular human agent platforms:
  • Traditional Call Centers: SIP/PBX integration
  • Cloud Contact Centers: API-based connections
  • CRM Systems: Salesforce, HubSpot, Zendesk integration
  • Communication Platforms: Slack, Microsoft Teams, Discord

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API Configuration

Set up handoff endpoints for your systems: 
// Webhook configuration for human handoff
{
  "handoff_webhook": "https://your-system.com/api/handoff",
  "authentication": "bearer_token",
  "data_format": "json",
  "include_recording": true,
  "include_transcript": true
}

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Best Practices

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Training Human Agents

Ensure your human agents are prepared:
Quick Onboarding: Human agents should be able to quickly understand the context and continue the conversation naturally.
  • Context Review: Train agents to quickly scan conversation summaries
  • System Familiarity: Ensure agents understand your AI agent capabilities
  • Escalation Protocols: Clear procedures for different escalation types
  • Customer Handoff: Smooth transition techniques and language

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Optimizing Escalation Rules

Fine-tune your escalation settings:
  • Monitor Patterns: Track common escalation reasons
  • Adjust Thresholds: Optimize confidence and sentiment triggers
  • Update Knowledge Base: Reduce escalations by improving AI knowledge
  • Feedback Loop: Use human agent feedback to improve AI responses

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Customer Experience

Maintain service quality during transfers:
  • Transparent Communication: Clearly explain the transfer process
  • Minimize Wait Time: Keep transfer delays short
  • Preserve Context: Ensure no information is lost
  • Follow-up: Confirm resolution after human interaction

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Analytics & Monitoring

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Handoff Metrics

Track the performance of your human handoff system:

Escalation Rate

  • Percentage of calls escalated
  • Escalation trends over time
  • Peak escalation periods
  • Success rate improvements

Transfer Quality

  • Customer satisfaction post-transfer
  • Resolution rates
  • Transfer success rates
  • Context preservation accuracy

Response Times

  • Time to human agent pickup
  • Queue wait times
  • Transfer completion time
  • Overall resolution time

Cost Analysis

  • Human agent utilization
  • Cost per escalated call
  • ROI of AI vs human handling
  • Resource optimization metrics

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Reporting Features

  • Escalation Reports: Detailed analysis of why calls were escalated
  • Performance Dashboards: Real-time monitoring of handoff success
  • Quality Scoring: Rate the effectiveness of human handoffs
  • Trend Analysis: Identify patterns and improvement opportunities

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Troubleshooting

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Common Issues

  • Failed Transfers: Check human agent availability and system connectivity
  • Context Loss: Verify webhook configuration and data format
  • Long Wait Times: Review agent capacity and queue management
  • False Escalations: Adjust AI confidence thresholds and triggers

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Support & Configuration

Need help setting up human handoff for your specific system? Our support team can assist with:
  • Custom integration development
  • Escalation rule optimization
  • Agent training and onboarding
  • Performance monitoring setup
With Human Handoff, you get the best of both worlds: efficient AI automation with the assurance of human expertise when needed.