Handing an AI call to a person: context, video and screen sharing

What a good hand-over looks like

• Fast. The right group is alerted at once, not after a timeout.
• With context. The person sees the last lines of the conversation before they speak.
• To the right people. The group is chosen by what the caller needs, not one general queue.
• First come, first served. If several people see the alert, only one can take it.
• Clean. The assistant leaves once the person has joined, so the caller is not talking over a machine.

When to hand over

• The caller asks for a person.
• The assistant is unsure or has failed to help twice.
• The topic is sensitive, such as fraud, health, complaints or money.
• The caller is upset. Tone matters more than the script.

Video and screen sharing

For some problems, seeing is quicker than describing. A browser video call can show an assistant as an animated avatar, let the caller ask for a person, and let the person join the same call. Once a person has joined, a screen can be shared by the caller or by the person, which helps with setup, forms and troubleshooting.

Setting honest limits

Video hand-over works for browser video calls. Moving a phone call onto video, and video that the assistant itself can see, are not part of the product today. WhatsApp calling needs a business number with calling enabled by Meta, and other chat apps connect through a SIP-gateway provider.

A short checklist

1. Decide which groups take hand-overs, and who is online when.
2. Decide what a caller should hear if nobody takes the request in time.
3. Check that agents see the alert in their own portal, with the context.
4. Test with real people on real devices, including the screen-share permission prompt.
5. Review the avoidable hand-overs every week.

Questions people ask