Instant Human Engagements

Synchronous Human Resolution for High Intent Moments

Bridge the gap between AI-driven assistance and human resolution with synchronized availability and invisible "barge-in" capabilities.

Instant Human Engagements

The Ghosted Drive-Thru Window

The Ghosted Drive-Thru Window
Like a drive-thru where an automatic system takes your order but no one is at the window to hand over your coffee, a failed live handoff kills momentum.
How it works

Real-Time Human Intervention

Preserving momentum by bridging the gap between AI-driven discovery and expert human resolution.

Synchronous Continuity
Synchronous Continuity
Move beyond disconnected queues by embedding live human support directly into the AI journey. This ensures that high-intent users never hit a "dead end," maintaining the conversation’s pulse from start to finish.
Intelligent Capacity Management
Intelligent Capacity Management
Protect customer experience by aligning engagement options with actual human availability. By surfacing live options only when experts are ready, you eliminate wait times and ensure every handoff is a "warm" connection.
Executive Oversight
Executive Oversight
Maintain total quality control over every interaction. Supervisors gain the ability to monitor the "digital floor" in real time, ensuring that both AI and human agents are delivering experiences that meet organizational standards.
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Features & Benefits

Handoff Capabilities for Real-Time Engagement

The technical infrastructure facilitates a seamless transition from automated AI discovery. Experts then resolve issues with precision and care.

Handoff Triggers

Handoff Triggers

Set the rules of engagement using a combination of structured logic, such as specific button clicks or data values, and AI that monitors intent. This dual-layer approach ensures that complex or high-value inquiries are escalated to an expert with surgical precision. 
Availability-Aware Transitions

Availability-Aware Transitions

Ensure the "handshake" only happens when a human is ready. AI agents verify the status of real-time agents before offering a live transition. By syncing with active availability windows rather than static calendars, the system ensures every handoff leads to an active, immediate connection rather than a "ghosted" window.
Orchestrated Request Routing

Orchestrated Request Routing

Use intelligent routing to direct interactions to the appropriate team. Supports live chat and instant calls for seamless expert handoffs.
Cross-Session Oversight & Takeover

Cross-Session Oversight & Takeover

Supervisors can oversee active sessions whether handled by AI or a team member and "barge in" to take control instantly. This allows for an invisible handoff where the human enters the chat with full context, preventing the need to repeat information that has already been provided.

 

Synchronous Context Preservation

Synchronous Context Preservation

Maintain the depth of the conversation through the transition. As the session moves from AI to human, the system carries over all exchanged documents, multimedia, and transcript history. This ensures the human agent can continue the live momentum without a drop in context or a break in the collaborative flow.

Continuous AI-to-Human Flow.
No Dead Ends.

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Use Cases

Instant Human Engagements in Action 

The "High-Value" Sales Intercept
Identifying a "whale" in real-time and bypassing the queue. When the AI identifies a high-intent visitor, it triggers an immediate handoff. Instead of asking them to book a demo for next Tuesday, a live chat with a senior AE is offered to close the gap while the buyer’s interest is at its peak.
Sales
The Complex Technical Support Escalation
Solving mission-critical hurdles without the "Baton Drop." In scenarios where a user is experiencing a platform blocker, the AI attempts initial troubleshooting. If frustration is detected or the issue requires a file exchange (like a log file), the AI hands it off to a live agent who inherits the full diagnostic history to provide a synchronous fix.
Support
Preventing churn through immediate human attention
When a customer uses keywords like "Cancel" or "Unsatisfied" within the AI chat, the system bypasses standard automation. A Retention Specialist is alerted to intervene immediately, using the live takeover feature to address grievances before churn occurs.
Account Management

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