One signal

When voice AI cannot resolve a customer’s request, the handoff should bring the relevant context to a human agent in Microsoft Teams, says Heedify chief executive Mefteh Werghemmi.

In an interview with CX Today, Werghemmi argues that otherwise staff may have to switch tools or search manually for information. A clever bot that leaves the person picking up the pieces is not much of a handoff. His point is practical guidance from a company chief, not evidence that any particular system has solved the problem. But it offers a useful test for customer-service AI: does the next person receive enough context to continue the conversation?

Discuss: Should companies prioritise AI that resolves more customer requests, or make reliable handoffs to human agents the first test of a successful system?

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