Escalation rules
Agree the situations that require staff, including sensitive requests and unavailable information.
AI CUSTOMER SUPPORT / HUMAN HANDOVER
The right person. With the right context.
Make the move from assistant to staff a deliberate part of the customer experience. Define when a conversation needs a person and what information that person should receive.
← All ai customer support servicesA POSSIBLE WORKFLOW
01Identify the need↓
02Summarise the context↓
03Assign human follow-up✓
ILLUSTRATIVE WORKFLOW · BUILT AROUND YOUR BUSINESS
Useful when enquiries become technical, customers ask for a person, a complaint needs attention, or an assistant cannot verify the information required to help.
WHAT WE CAN DELIVER
A focused scope.
A considered delivery.
We agree the deliverables with you before implementation. A typical engagement could include:
A useful summary
Pass along the conversation context and relevant details so customers repeat less.
An ownership process
Define who receives the request, how it is acknowledged and what happens outside staffed hours.
A PRACTICAL EXAMPLEAN ILLUSTRATIVE SCENARIO
A technical question reaches the team
If a customer asks whether a damaged tyre can be repaired, the assistant can collect their details and direct the question to qualified staff. The business decides how the inspection or follow-up is arranged.
01Identify the need02Summarise the context03Assign human follow-up
SCOPE & COSTS
Know what
you’re committing to.
Costs depend on handover destinations, working-hour rules and any shared-inbox or customer-system integration. Live-agent availability depends on your own staffing arrangements.
We separate implementation, recurring operating costs and support in your proposal. New features and work beyond the agreed scope are discussed before proceeding.
BEFORE WE BEGIN
A useful question.
Does handover mean someone is always available?
No. We design the handover around your actual operating hours and response process, and make the next step clear when staff are unavailable.
YOUR NEXT CHAPTER STARTS HERE.
What’s your
next big move?
A better website. A smarter workflow.
An idea you’re ready to bring to life.