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AI + human support: getting the handoff right
Jun 11, 20262 min read
AI shouldn't replace your team — it should tee them up. The magic is in a smooth handoff.
Why the handoff matters
Nothing frustrates customers more than repeating themselves. A clean handoff passes the full conversation to a human, so nobody starts over.
What a good handoff looks like
The bot answers routine questions, senses when it's stuck, and routes the chat — with context — to the right agent at the right moment.
Rules to set
Escalate on frustration, high-value carts, or repeated questions. Keep the bot's tone friendly and always offer a path to a real person.
Build the blend
LiveChat's AI and live agents work in one dashboard.
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