The Best Support Teams Aren't Man vs. Machine. They're Man + Machine.

The goal of AI in customer support isn't to replace humans. It's to empower them. The most effective support strategies create a seamless partnership between AI assistants and human experts. The key to this partnership is the "human handover" - the moment a conversation is transferred from AI to a person. Here's how to do it right.

The Wrong Way: The Abrupt, Clumsy Transfer

We've all experienced it. You spend 10 minutes explaining your issue to a bot, only to be transferred to a human who says, "Hello, how can I help you?" It's frustrating and inefficient. This happens when the AI and human support systems are disconnected.

The Nviti.ng Way: The Seamless, Contextual Handover

Nviti.ng is designed from the ground up to make the AI-to-human handover invisible to the customer and effortless for the agent.

Intelligent Escalation Triggers

First, we ensure that conversations are only escalated when necessary. You can set up workflows to trigger a handover based on:

• Customer Request: When a customer explicitly asks to speak to a person.

• Negative Sentiment: If the AI detects the customer is becoming frustrated or angry.

• Complex Keywords: When a message contains complex terms like "legal" or "security concern."

• Unknown Intent: If the AI is unable to understand the customer's request after a couple of tries.

The Power of the Unified Chat Zone

When a handover is triggered, the conversation appears in the agent's Chat Zone. But they don't just get the last message. They get:

• The Full AI Transcript: The agent can instantly read the entire conversation so far, so the customer never has to repeat themselves.

• Customer History: The agent sees all past interactions, purchase history, and contact details.

• Internal Notes: The AI can even pass on a summary or tag, like "High-value customer, frustrated with shipping delay."

The Perfect Partnership

This seamless process creates a powerful partnership:

• AI handles the high-volume, repetitive tasks, freeing up human agents.

• Humans handle the high-touch, complex, and empathetic tasks, where their skills are most valuable.

The customer gets the best of both worlds: the instant response of an AI and the expert problem-solving of a human, all within one smooth, continuous conversation.

Stop thinking in terms of AI vs. humans. Start building a hybrid support team that delivers unparalleled results with Nviti.ng.