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Suhana Hamzah
Business problem:
As a business using the Voice AI Agent, I cannot rely on it to transfer an ongoing live call to a human agent when escalation or human assistance is required.
Desired outcome:
Ability for the Voice AI Agent to:
  • Transfer an active live call to a human agent without disconnecting the customer
  • Hand off calls seamlessly when the AI determines human assistance is needed
Use cases:
  • A Voice AI Agent escalates a complex sales inquiry to a human sales agent during the same call
  • A Voice AI Agent transfers a support call to a human agent when the issue cannot be resolved automatically
  • A business uses Voice AI Agent as a first-line responder, with human agents handling exceptions via live call transfer
Current workaround:
Not available - calls handled by the Voice AI Agent cannot be transferred and must end before a human agent can engage