Human hand-off
Human hand-off is when an AI chatbot passes a conversation to a person on the team, with the whole chat, and stops replying to that customer.
What it means
Also called human handover, escalation, AI to human handoff.
It should happen when the customer asks for a person, when the AI can't answer from its knowledge, when the customer is upset, or when a decision needs a person.
In HeyKiko
Kiko hands off when a customer asks for a person, and optionally when your knowledge barely covers a question; your team replies from the shared inbox.
Related terms
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