Handoff to a human – what does it mean?

How it works

The assistant first consults the company’s own knowledge base: the website, the product pages, the price list and the documents. If it finds matching content, it answers the question. The source is shown next to the answer.

If there is no matching content, the assistant does not guess. In that case it asks for the customer’s contact details and hands the question over to a colleague, who replies using those contact details.

An example at a company

A customer of a health store asks about a therapeutic effect for which there is no entry in the knowledge base. The assistant does not guess: it asks for the email address and indicates that the store’s specialist will reply.

The specialist takes over the request and answers it. The missing topic is also flagged in the weekly summary, so you can teach it to the assistant with one click.

What this means for business leaders

The handoff means that the customer is not left without an answer, and you also see what there was no content for. Ask the provider exactly when the assistant hands over, and who receives the notification.

If this step is missing, the assistant may give a made-up answer, and the customer’s trust may be shaken. A clear handoff rule reduces this risk. Details on the How it works page.

How we do it

Our assistant answers from the company’s own knowledge base, and the source is shown next to the answer. What there is no content for, it does not make up: it asks for the contact details and hands the question over to a colleague. The weekly summary shows what was asked, and an unanswered question can be taught with one click.