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HUMAN HANDOFF

Human Handoff真人監看與接手

Watch live AI calls, whisper guidance, transfer to specialists, or take over when the moment needs a person.

AI handles volume. Humans handle risk, emotion, and high-value conversations.

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Live calls

11 live AI conversations right now

Listen in, whisper, or take over anytime — your customer never notices.

Smooth
7
Needs attention
3
Escalated
1

WHAT HANDOFF DOES

AI is not a black box. Supervisors can step in.

Live monitoring

See active AI calls, status, sentiment, and topics before problems surface after hang-up.

Live transcript

Read what the AI and customer are saying so supervisors can decide quickly.

Whisper guidance

Guide the AI on what to say next without exposing the supervisor to the customer.

Warm takeover

When a human is needed, the specialist joins with context instead of asking the customer to restart.

Quality loop

Save escalation reasons, sentiment changes, and outcomes to improve the SOP.

Handoff questions teams ask

Does the customer know a supervisor is watching?

Monitoring and whispering are internal. When a human takes over, the transition should feel natural.

Which calls should be handed off?

Common triggers include high value, negative sentiment, customer asking for a person, AI going out of scope, or compliance boundaries.

Does AI keep speaking after takeover?

It should not. Once a person takes over, AI should retire to the background.

When a person is needed, do not make the customer call again.

Monitoring, whispering, transfer, and takeover need to live in one control surface.

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AI VOICE AGENTS

AI Voice Agents / AI 語音代理人

Call, qualify, and route leads 24/7. AI answers first, asks the right questions, and routes the conversations humans should handle.

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SMS & LINE

SMS & LINE / 雙向訊息

Two-way texting that feels human. When calls go unanswered or need follow-up, SMS and LINE keep the conversation moving.

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WORKFLOWS

Workflows / 多通路工作流

Design journeys across every channel. Connect voice, SMS, LINE, email, and human handoff into one testable customer journey.

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