AI Agent Handoff
The process of seamlessly transferring a customer conversation from an AI Agent to a human agent when the AI cannot resolve the issue or when human expertise adds value. In well-designed systems, handoffs are invisible to customers, with full context and conversation history preserved.
Designing Seamless Human-AI Collaboration
AI Agent Handoffs are critical moments in the customer experience. When done well, they're invisible—the customer experiences one continuous conversation, whether they're speaking with AI or a human. When done poorly, handoffs create friction: customers repeat information, context is lost, and trust erodes.
Great handoffs share several characteristics: full conversation history travels with the customer automatically, the human agent receives context and summaries so they can pick up exactly where the AI left off, and the transition feels natural rather than jarring. The customer shouldn't notice they've moved from AI to human—they should simply experience continuous, high-quality support.
When and Why Handoffs Happen
AI Agents should know when to hand over to humans. This happens in several scenarios: when the query requires human judgment or empathy, when it falls outside the AI's scope or confidence level, when customers explicitly request human help, or when regulations or policies require human oversight.
Modern AI Agents like Fin are designed to recognize these moments and initiate handoffs proactively. The goal isn't to eliminate human involvement—it's to ensure human expertise is applied where it creates the most value, with AI handling everything else. This hybrid model, with seamless handoffs, is what enables support to scale without sacrificing quality or customer satisfaction.