Human + AI

Human expertise.AI efficiency.One seamless experience.

Not human versus AI. Human and AI operating inside one customer-service operation — each used where it produces the better outcome.

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Escalation and collaboration

AI begins. A person finishes. Nobody starts over.

Watch one billing conversation move from AI to a specialist with everything attached.

Chat · liveAI agent
  1. 1AI begins interaction
  2. 2Collects information
  3. 3Recognizes complexity
  4. 4Transfers conversation
  5. 5Human receives full context

Human receives

  • Reason for contact—
  • Account—
  • Verified—
  • Charges found—
  • Prior tickets—
  • Recommended next action—

Full transcript attached. No restart. No repeated questions.

  1. 01

    AI starts, when starting fast matters.

    Immediate answer, verification, information collection — 24/7, every channel.

  2. 02

    People decide, when judgment matters.

    Disputes, exceptions, sensitive situations, retention. A person with authority and context.

  3. 03

    The handoff carries everything.

    Transcript, customer record, reason for contact, history, recommended next action.

  4. 04

    Both learn from the same data.

    Every resolution — AI or human — is tagged, QA’d and fed back into routing and playbooks.

Routing rules

What moves a conversation to a person.

The signals we listen for, the route each one takes, and what the person receives when it arrives.

SignalLooks likeRoutePerson receives
Routine intent, system data availableOrder status, booking, hours, balanceAI resolves—
Money is disputedRefund disagreement, double charge, chargeback threatHumanTransaction history, policy, prior contacts
Negative sentiment detected“This is the third time”, raised voice, profanityHumanTranscript, sentiment score, open issues
Policy exception requestedReturn after window, late checkout on sold-out nightHumanPolicy, customer value, agent authority level
Cancellation or downgrade intent“I want to cancel”, “switch to the free plan”Priority humanLifetime value, usage, save offers available
Safety, health or urgent riskLeak, outage, stranded traveler, medical concernPriority humanLocation, urgency, on-call contact
Identity cannot be verifiedFailed security questions, mismatched detailsHumanVerification attempts, flagged reason
AI confidence below thresholdAmbiguous request, two intents, unknown productHumanWhat was collected, what remains unclear

What AI never does here

  • Make a refund, credit or account decision on a disputed amount
  • Give medical, legal or regulated financial advice
  • Close a conversation flagged as urgent without a person confirming
  • Ask a customer to repeat anything already captured
  • Pretend to be a person

Rules are set per client during design and reviewed monthly against QA results. Thresholds move; the principle doesn’t.

The loop

Both sides get better from the same QA.

  1. 01Every AI conversation is scored

    Sampled daily against the same rubric as human conversations: accuracy, tone, resolution, policy.

  2. 02Misroutes become rules

    A conversation that should have reached a person sooner changes the threshold for that signal.

  3. 03Human resolutions become knowledge

    Answers that agents write repeatedly are reviewed and, where safe, made available to AI.

  4. 04Monthly review with the client

    Containment, escalation rate, repeat contacts and the reasons behind each — decided together.

Build the model around your interactions.

Tell us your volume, channels and hours. We’ll show the AI scope, the human structure and the handoff rules for your operation.

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