An AI chatbot needs a clear route to human help. A useful handover allows the customer to continue when the question is uncertain, sensitive or outside the chatbot’s agreed role.
Define the handover triggers
Some situations should be identified in advance: an unresolved complaint, an account-specific problem, a missing answer or a customer asking to speak to someone. The chatbot should explain the available next step without pretending a person is already responding. Decide which team receives the enquiry and what information is included. A summary can help, but the original conversation may be needed to understand the customer’s actual words and the assistant’s previous replies.
Plan the customer’s expectations
- Is staff support available now or later?
- Will the customer receive an email, call or live response?
- Which details are required for follow-up?
- Can the customer correct the handover summary?
- What happens if the usual team is unavailable?
Test the handover as carefully as the automated answers. A chatbot that identifies a problem but sends it to an unmonitored inbox has not completed the support journey.
Questions and answers
Should a chatbot answer every question?
No. Define its permitted tasks and provide a useful response when it cannot help. Guessing can create more work for the customer and staff.
Can it transfer to a live agent?
That can be included where the support platform and staffing arrangements allow it. An asynchronous enquiry may be more appropriate outside staffed hours.
Should staff receive the whole conversation?
Agree what is necessary and appropriate for the task, with suitable access and retention arrangements. Avoid collecting extra details without a clear purpose.
How can we assess the handover?
Check whether the right team receives the case, understands it and can respond without making the customer repeat everything. Review failed and delayed handovers as well as successful ones.
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