Human Handoff Configuration

Seamless Transition in Customer Experience: Smart Handoff from Chatbot to Live Support

Perfectly Balance Automation and the Human Touch

In customer service, automation is the key to increasing efficiency. However, some situations require human empathy and problem-solving skills. Palmate AI's advanced chatbot to live agent handoff (Human Handoff) feature activates when the limits of automation are reached, ensuring the customer experience remains seamless and positive. A handoff performed at the right time and in the right way maintains customer satisfaction and strengthens brand loyalty.

What is Human Handoff (Live Agent Handoff)?

Human Handoff is the process where a chatbot intelligently transfers its conversation with a user to a human (live) agent at a point it cannot resolve or that requires special expertise. This process aims for a smooth transition, complete with the entire chat history, so the customer doesn't have to repeat their issue.

How Does Smart Live Agent Handoff Work with Palmate AI?

Palmate AI offers much more than just a command-based handoff. Our AI-powered infrastructure analyzes the conversation's context and the user's intent to trigger the handoff at the most appropriate moment. This optimizes your customer support processes and maximizes automation efficiency.

1. Recognizing Specific Intents (Complaints, Cancellations, Special Requests)

When the chatbot detects sensitive intents in the user's messages, such as 'complaint,' 'I want to cancel,' or 'I want to speak to a representative,' it immediately transfers the conversation to a live agent in the relevant department. This proactive approach prevents a potential crisis.

2. Low-Confidence Score Responses

When our AI model is not 100% confident in its response to a user's query (a low confidence score), it transfers the chat to an expert instead of taking a risk. This prevents misinformation and guarantees that the customer receives the most accurate solution.

3. Instant Handoff by User Request

Some users prefer to speak directly with a person. Palmate AI instantly understands user requests like 'connect to an agent' or 'I want to talk to a human' and routes the conversation to an appropriate agent without delay.

What Sets Us Apart: Why Palmate AI?

While many chatbot solutions on the market offer a live agent handoff feature, Palmate AI provides unique advantages that make this process intelligent, flexible, and efficient.

Seamless Transition that Preserves Context

This is our biggest differentiator. During the handoff, we transfer not only the user but also the entire chat history and collected data (customer ID, order number, etc.) to the agent. This way, the customer doesn't have to worry about 'explaining my problem all over again,' and the agent starts the conversation with a full understanding of the issue.

Flexible and Customizable Handoff Rules

You decide in which situations, for which keywords, or for which customer segments a handoff should occur. With Palmate AI's user-friendly interface, you can easily create your own handoff scenarios tailored to your business's specific needs.

Data-Driven Optimization

We enable you to identify your chatbot's shortcomings by analyzing which topics lead to the most handoffs. With this data, you can continuously improve your chatbot, reduce the need for future handoffs, and increase your automation rate.

Frequently Asked Questions

Find the most frequently asked questions and answers about Human Handoff Configuration here.

When should the chatbot hand off to a live agent?
Palmate AI can be intelligently configured to hand off conversations to a live agent. This handoff occurs automatically when the customer expresses specific intents like 'complaint,' 'cancellation,' or 'payment issue,' when the chatbot is not confident in its response (low-confidence answers), or when the user directly requests to speak with a human. This ensures customer satisfaction is maintained even in the most critical moments.
Does the customer have to repeat their chat history during a handoff to a live agent?
No. One of Palmate AI's biggest advantages is that it transfers the entire conversation history and context when handing off the chat to an agent. This allows the live agent to continue the conversation with full awareness of the issue, and the customer does not have to repeat themselves.
Which live support platforms do you integrate with?
Palmate AI can seamlessly integrate with many industry-leading live support and CRM platforms (such as Zendesk, Intercom, Freshdesk, etc.). It adapts easily to your existing infrastructure, so you can start using it right away. We also offer flexible solutions for custom integration requests.
Can we define the handoff rules for live agents ourselves?
Yes, absolutely. Through the Palmate AI platform, you can easily configure the conditions, keywords, or customer intents that trigger a handoff. You have complete control and can shape your automation strategy according to your business needs.
What happens if no live agent is available?
If it's outside of business hours or all agents are busy, Palmate AI can be configured to manage this situation. The chatbot can collect the customer's contact information to create a support ticket and inform them that the next available agent will get back to them. This ensures no customer request goes unanswered.