Designing the handover
Define the triggers in advance: keywords such as 'complaint' or 'lawyer', low confidence in an answer, repeated questions, or a lead that matches your best customer profile. Route each type to a named person or team, with an alert on their phone or shared inbox, and set an expectation for the customer about when they will hear back.
Outside office hours, the AI should collect details and promise a callback at a specific time rather than leave the customer waiting.
Measure it
Track how many conversations are handed over, why, and how quickly staff respond. Too few handovers can mean the AI is overreaching; too many means its knowledge needs work. Both are fixable once you can see them.