Bot Handoff is the critical transition moment when an automated chatbot transfers a conversation to a live human agent. A "Successfull" handoff is one that is seamless, contextual, and timely—where the agent receives the full transcript and detected intent so the customer doesn't have to re-explain their problem for the second time.
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When should a Bot trigger a Handoff?
Common triggers: 1) Explicit Customer Request ("Talk to human"). 2) Sentiment Threshold (customer is angry). 3) Failure to Resolve (bot reached the end of its flows). 4) Complex Intent (e.g., "Legal Compliance Inquiry").
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What makes a Handoff "High Quality"?
The "Internal Briefing." The bot should tell the agent: "I've already checked their subscription and suggested article X, but they still need help with Y." This allows the human to start the interaction with "I see you're having trouble with Y," which builds instant trust.
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Bot Containment vs. Resolution: The difference?
Containment means the user didn't reach a human (even if they gave up). Resolution means the user actually got their answer. Only optimize for Resolution. High Containment with low Satisfaction means your bot is just a "Wall" that frustrates users.
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How do you route Handoffs in a Tiered system?
Use the Bot's "Intent Detection" to route the handoff directly to the correct team. If the bot knows it's a "Billing" issue, bypass Tier 1 and send it straight to the Billing squad, reducing "Wait Time" and "Transfers."
Knowledge Challenge
Mastered Bot Handoff? Now try to guess the related 5-letter word!
Type or use keyboard