The Art of the Handoff: How to Transfer Conversations Between Bots and Humans Without Losing a Beat

There’s a moment in every blended AI–human contact center that determines whether the entire experience succeeds or fails. It’s not the moment the bot greets the customer. It’s not the moment the agent resolves the issue. It’s the space between – the handoff. The handoff is when a conversation transitions from an automated system to […]

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