Tag: human handoff

Human handoff is the moment when an automated chat assistant passes a conversation to a real person. It matters because customers accept AI answers for simple questions, but quickly lose patience when a bot cannot solve a complaint, a complex order or a sensitive issue. A good handoff happens early, tells the customer what is going on and gives the staff member the whole conversation, so nobody has to repeat themselves. Talkmio is built around this principle. Its assistant Mio answers first from your website, FAQ and documents, and when it is not sure, it tells the visitor it is connecting them with a person. The chat then appears in your inbox with the full history, and your team can reply from the web inbox or by e-mail.