The AI runs the call until a trigger fires: the customer disputes something, sounds distressed, asks for a person, or reaches a point where a human closes better (a premium objection, a hardship, a sale). It says it is bringing a colleague in. The call stays on the line; a trained agent joins the same conversation with the summary, the intent and the last few turns already on screen, and the first thing they say is about the problem. If every agent is busy, the AI offers a choice and not a queue.
The trigger
The customer asking for a person brings one in ("baat karao kisi se"). So does a dispute over a fact the AI cannot resolve from the record ("I already paid", "that is not my policy"). The tone or the words signal distress or anger, which the AI is told to treat as a handover and not a persuasion problem. Or the call reaches a point your rules say a human closes better: the premium objection on a renewal, a hardship on a collections call, a buyer who is ready on a lead call. The triggers are yours, written down before the pilot, and they tighten in the first weeks as you read the transcripts with us.
The sentence to the customer
The AI does not pretend. It says, in the customer's language, that it is bringing a colleague in who can help with this, and that they will not have to repeat themselves. Then it stays on the line until the person is there. Customers do not mind being handed over. They mind being handed over badly: a hold tone, a different voice asking for the registered mobile number, the whole story again.
What the agent sees as the call arrives
- Who this is: name, account or policy fragment (identifiers masked), the queue and the reason the AI handed over.
- What was said: a short summary and the last three turns, with the customer's own words for the objection.
- What is owed or due: the amount, the date, the plan, read from your CRM before the call started.
- What to do next: the disposition options for this queue, so the person completes the record instead of typing notes into a free-text box.
On Vox Agent Desktop this is one screen. On your own agent desk it arrives by webhook, in the fields you choose, with the call transferred on your trunk. Either way the handover itself is not charged.
The three busy-floor rules
A handover with nobody free is the moment most bot deployments go wrong, because the default is a queue and a hold tone. We give the customer a choice instead, in order: stay with the assistant and finish what can be finished; take a callback at a named time, which the AI books and the agent desk gets; or hold, with the queue position said out loud. A callback as a choice is fine. A callback as the only route is a different product, and the comparison page sets the two side by side.
What to watch in the first week
Watch how often the AI handed over when it did not need to (the person did nothing the AI could not have done), which says the triggers are too loose. And how often the customer asked for a person before the AI offered, which says they are too tight. Both come out of the transcripts, so a named owner on your side reads the first week with us. The one-minute renewal cut below shows a handover at the premium objection, in Hindi.
Watch the renewal handover, 1 minuteQuestions people ask
When does the AI hand a call to a human?
On a trigger you define: the customer asks for a person, disputes a fact, sounds distressed, or reaches a point a human closes better such as a premium objection or a hardship.
Does the customer have to repeat themselves after the handover?
No. The person joins the same call with the summary, intent and last turns on screen, and starts on the problem. No re-verification.
What happens if every agent is busy?
The AI offers a choice: stay with the assistant, a callback at a named time, or hold with the queue position stated. The customer is never left in silence.
Does the handover work on our own agent desk?
Yes. The summary arrives by webhook and the call transfers on your trunk; or your people use Vox Agent Desktop. The handover is not charged either way.