When should AI hand over to a person? Designing the hand-over
The worst thing about an AI assistant is not failing to answer; it is not knowing that it cannot, and inventing an answer. That is why the hand-over design matters.
When to hand over
- Things not in the material: delivery times, warranty, special terms.
- Matters needing judgment or commitment: quotes, discounts, exceptions.
- Complaints and upset customers.
- Anything involving personal data, accounts or legal liability.
How to hand over well
Not just "please contact support". Tell the customer this part needs a person, explain how they will be contacted, and ask for contact details.
Give the person the background
Pass the conversation to the person with the hand-over so customers do not have to repeat themselves.
Set the "I don't know" floor
Our approach: the AI answers only from the material you provide; if it is not there, it says there is no information and hands over, with no guessing or inventing. Err on the cautious side rather than let customers receive a wrong promise.
Review regularly
See which questions are often handed over and add the answers to the knowledge base; the range the AI can handle grows step by step.
