When interacting with an AI assistant, there are times when an individual will prefer to talk to a live agent. It might be a billing issue (that while an AI assistant can handle this, the individual will still want a live person), a complicated return, or a B2B customer asking about their enterprise license.
Our platform now supports live agent escalation, meaning your AI assistant can hand off conversations to a human customer support representative when needed, without losing context and without switching platforms. The handoff happens right in the chat. The AI assistant can detect when it should hand off to a live agent based on context, or the individual can request it directly.
Here’s how it works:
- The AI assistant can recognize when a live agent would be a better fit.
- It passes along the full text of the chat, so the live agent picks up right where the conversation left off.
- The assistant can also route to the right team or department (such as billing, returns, or loyalty support)
For prospects and customers, they get help in the way that works best for them. For your team, there’s less overhead, faster response times, and happier customers.
Let’s take a look at an eCommerce example → Most questions such as “What’s your return policy?” or “Is this in stock at the Boston store?” can be answered instantly by the AI assistant. But someone with a damaged order might prefer to talk to someone. The assistant can recognize that moment and bring in a human.
Or in B2B tech → A prospective enterprise buyer might ask the AI assistant about features, integrations, and pricing. But when they say, “Can I talk to someone about an enterprise license?” the digital assistant escalates them to the sales team. No lead lost.
We support integrations with Salesforce Service Cloud Live Agent and LiveAgent, with more options coming soon.
At ai12z, we want to give companies the best experience to offer their customers and prospects, and that could mean chatting with an AI assistant, a live human, or both.