Human handoff & CRMHuman handoff & CRM
7 min read
How an AI voice agent and your operator team work together
AI and human call center team: role split, a RACI table, the exception queue, the operator-to-agent feedback loop and operators' new role.
Human Handoff & CRM Continuity
This section covers the hand-over between an AI agent and a person: what should happen when a caller says "I want to speak to someone", how to schedule a callback the customer has agreed to, and how the AI agent and the operator team complement each other.
What is lost most often in a hand-over is context, so the record of the conversation belongs on the customer card. The CRM side is on the CRM page and the product itself on AI call center.
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3 of 3 posts shown
Human handoff & CRMHuman handoff & CRM
6 min read
How to schedule a callback the customer has agreed to
Callback scheduling: the time window, information to collect, time zone, the owner, what to do when there is no answer, and CRM statuses.
Human handoff & CRMHuman handoff & CRM
7 min read
What the AI should do when a caller says "I want to speak to a person"
Speak to a human requests: the AI agent's response script, an honest alternative when nobody is available, the no-hiding rule and what to measure.
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