What crucial pattern emerges as key to success in current hybrid support models regarding agent transfer?

Answer

The quality of the handover, ensuring full transcript transfer.

In modern hybrid support models, which strategically blend AI triage with human expertise, the success of the overall interaction hinges significantly on the transition point between the bot and the human agent—often termed the 'quality of the handover.' If a customer is forced to repeat information already provided to the bot, such as their account number or the description of their issue, the entire experience is deemed a failure by the user, irrespective of how accurately the AI performed its initial task. Therefore, a high-quality handover demands that the system seamlessly transfers the full conversation transcript, the AI's recognized user intent, and any relevant customer data directly to the human agent, ensuring continuity and respecting the customer's time.

What crucial pattern emerges as key to success in current hybrid support models regarding agent transfer?

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