Every AI assistant has limits. Human handover manages the transition: the conversation moves to a shared inbox, a team member picks it up, reads what has been said and replies without making the visitor start again.
When handover is triggered
- The visitor asks for it. “I would like to speak to someone” is passed on without argument
- The answer is missing. Instead of improvising, the assistant says so and offers to pass the conversation on
- The topic is reserved for people. Disputes, complaints, sales decisions, safety: the organization sets the list
- The customer is unhappy. A rising tone calls for a person, even if the assistant knows the answer
What makes a good handover
The person taking over sees the entire conversation, what the assistant has already answered and the information the visitor has provided. They reply in the same window, and the visitor does not start again. Internal notes, invisible to the visitor, help team members hand work over to one another, and prepared replies speed up common cases.
Outside opening hours
The assistant explains this, states when the team will respond and records contact details. The conversation waits in the inbox, with a target response time and a reminder if nobody picks it up. A real emergency (a leak, a heating failure) can be forwarded to the person on call designated by the organization.
Why it is a safeguard
When it happens in time, handover limits the consequences of a hallucination on matters that commit the business. It also reassures visitors: they know there is a person behind the assistant. It adds to the knowledge base too, since many conversations taken over reveal questions the assistant could not handle.
Handover, escalation, transfer: related terms
“Escalation” often means moving from first-line support to a more expert level; “transfer” means simply redirecting to another channel (phone, email). The handover described here keeps the same channel and conversation thread, so customers do not have to repeat themselves.
In KernChat, handover takes place in the shared inbox, with internal notes and prepared replies (see the features).