Summary
This article explains situations where AI should always hand over conversation to a human agent.
Automatic Transfer Conditions
AI should transfer when:
- Customer asks for human
- Message contains complaint keywords
- Payment or refund issue appears
- AI confidence is low
Manual Override by Agents
Agents can:
- Take over AI chats anytime
- Continue conversation manually
How Handoff Appears to Customer
Customer:
- Is not told about AI vs human
- Sees smooth continuation of chat
Why Human Handoff Matters
Some situations need:
- Empathy
- Judgment
- Negotiation
AI should not handle emotional cases.
