AI & automation
Human handoff
The point at which an automated conversation is passed to a staff member, with the context carried over.
A handoff happens when the AI reaches a question it should not answer (such as legal questions or negotiation), when a person asks for a human, or when a rule flags the conversation. A good handoff includes the transcript and a summary so the resident does not have to repeat themselves.
Clear handoff rules are what make automation safe to use. Managers should measure how quickly staff pick up handed-off conversations.
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