Human Handoff
AI handles the routine. Humans handle the rest. When Aioomi detects a question it can't confidently answer, it seamlessly escalates to your team with the full conversation history attached.
AI That Knows When to Step Aside
No chatbot is perfect. The difference is what happens when the AI reaches its limit. With Aioomi, nothing falls through the cracks.
Smart Escalation Triggers
Aioomi monitors confidence scores, sentiment signals, and explicit customer requests in real time. When the AI detects low retrieval confidence, negative sentiment, or a direct request like "let me talk to a person," it triggers escalation automatically. No clunky keyword matching — the system understands intent, so handoffs happen at the right moment instead of too early or too late.
Full Context Transfer
Nothing frustrates customers more than repeating themselves. When a conversation is handed off, your human agent receives the complete chat transcript, the customer's original question, all AI-generated responses, and the knowledge-base passages the AI retrieved. Your agent walks in fully briefed and can resolve the issue immediately, turning what could be a negative experience into a positive one.
Configurable Rules
Every team has different escalation needs. Configure handoff triggers from the dashboard: set confidence thresholds, define keyword-based rules, choose which topics always route to humans, and control business-hours behavior. You can even route escalations to different team members based on conversation category. The flexibility means the AI works the way your support team already operates, not the other way around.
Conversation Continuity
The handoff is invisible to the customer. The conversation continues in the same chat widget or Telegram channel without page reloads, new windows, or email redirects. Customers see a smooth transition, and when the human agent resolves the issue, the AI can resume handling follow-up questions. It is a unified experience from start to finish.
Explore More
Human handoff works best when paired with a rich knowledge base and a well-placed widget. See the full picture.
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