Live agents for AI chatbots, ready when the bot gets stuck.

This service is for companies that already run an AI chatbot or voice agent. Your customer talks to the AI first. We’re clear about that because every other live answering service we offer puts a person on the first word.

The AI handles the easy questions. When it gets stuck, when the customer asks for a person, or when the topic is too sensitive for a bot, a real person picks up the same conversation. They see everything the AI and the customer said, so they start from the problem, not from “How can I help you?”

Buyers are usually support leaders who launched a bot, saw containment numbers look fine and then read the transcripts. Some customers loop. Some get confident wrong answers. Some just leave. A human layer catches those conversations before they turn into complaints or lost sales.

Handoff rules decide whether this works. Too few triggers and customers stay trapped with the bot. Too many and you’re paying people to answer questions the AI handles well. We set the triggers with you and tune them every week.

A handoff is only as good as what the person receives. If all they get is “customer wants an agent”, the customer starts again and the bot has wasted their time. We agree with you what travels with every handoff, within what your platform can pass.

A billing question, a sales lead and a complaint shouldn’t wait in the same line. AI tags each handoff by topic and language and routes it, so it reaches someone who can handle it.

Anything that belongs to your own team, such as a contract question or a refund above the limit, goes to them with the summary attached. The customer is told who will follow up and how.

The person reads the transcript, confirms the customer’s issue in one line and solves it inside your tools: your help desk, your CRM, your order system. They work to your policies and your tone, not a generic script.

If the case needs your team, such as a refund above their limit or a legal question, they escalate it with a clean summary. The customer hears what happens next and when you’ll be in touch.

Every handoff gets a reason code. Over a week, those codes show you exactly where the AI is breaking.

First, we connect to your chat or voice platform. Most AI agent tools support a transfer to a live queue; we use that route and keep your data in your systems.

Second, we write the handoff rules and the knowledge the people need, with you. Third, the team trains on your past transcripts, including the bad ones.

Then we go live on one channel. During the first week we review handoffs daily with your lead, adjust triggers and fix gaps in the knowledge base. The answer and response targets for handoffs go into your plan in writing.

Pick the shape that matches how much you trust your AI today. You can move between plans as it improves. Every plan is priced on volume and hours, quoted in writing before you start.

Handoffs show you where the AI gave up. They don’t show you where it answered wrongly and the customer believed it. That’s why people review a sample of conversations the AI closed on its own.

Each week you get a fix list: wrong answers, missing knowledge, handoff triggers that fired too late or too often. Each item comes with the transcript, so your team or your vendor can fix it directly.

The human side is checked too. AI scores every conversation a person handles, against your scorecard, and we calibrate those scores with you every week. You see the same dashboard we do.

Many bots handle English well and Spanish badly. Customers notice, and they ask for a person faster. Our partner centers in Mexico and Colombia staff people who work in both languages, so the handoff can land in whichever one the customer used.

If a customer switches languages mid-conversation, the person switches with them. Spanish conversations get their own review, because a fix that works in English doesn’t always carry over.

Tell customers when they’re talking to AI, at least where the law requires it. California’s bot disclosure law is one example: it bars using an undisclosed bot to mislead people about its artificial identity in order to sell to them or influence a vote. Other states and countries have their own rules.

We’ll follow the rules your counsel sets. Ask them about disclosure wording, how long transcripts are kept, who can see them and whether recordings need consent. Ask any provider, us included, where reviewers access data and how that access is logged.

Source: California SB 1001, Bots: disclosure (California Legislative Information)

Start with one channel, usually website chat or one voice line, on the handoff + weekly review plan. Send us a recent batch of transcripts, your current handoff rules and your top customer policies.

We’ll come back with proposed triggers, a scorecard and a written plan. If the pilot meets the measures you agreed, add channels. If your AI gets good enough, step down to handoff only.