Smart Handoff
The most expensive moment in a conversation is the one where the customer is passed to a human. That is usually where everything they already said gets lost and the conversation starts again from zero.
- хто клієнт і якою мовою говорить
- що саме він хоче
- що вже обговорили
- які заперечення прозвучали
- наскільки він перспективний
- повний підсумок розмови
- стенограма з цитатами
- ключові факти з доказами
- рекомендований початок
- наступна дія і строк
The customer never has to repeat themselves.
When and how the handover happens
The customer asked for a human
The agent does not talk them out of it. Asked — handed over immediately.
The agent is not sure
When it has marked what it collected as unreliable, the decision belongs to a person, not to the model.
Limits of authority
Final price, discounts, legal questions, negotiation — the agent has no right to these, and that is written into the prompt as its own block.
To exactly the right person
Routing by language, specialisation and current load. Not “whoever is free” but whoever actually fits.
If nobody is available
A queue is a normal state, not an error. The call waits, and everyone on shift can see it.
A trace in the log
The reason for the handover, the summary and the time are stored — so you can later see why the conversation went to a human.
Test the handover on your own scenario
We will show you exactly what your operator receives at the moment the agent gives them the conversation.
Show us one of your calls
We will show you how CallBridge runs it: what the agent asks, which facts it collects and the moment it hands the conversation to your manager.