Best of Both Worlds
Hybrid model combină viteza și consistența AI cu empatia și judecata umană. Fiecare interacțiune ajunge la resursa potrivită.
Collaboration Models
AI-First
AI preia apelul, rezolvă dacă poate, transferă doar dacă e necesar.
AI-Assisted
Agentul uman conduce, AI oferă sugestii și informații în timp real.
Human-Only
Direct la agent pentru cazuri sensibile, VIP, sau preferință client.
Warm Handoff Flow
AI Handles Initial Contact
Greeting, intent detection, basic info gathering
AI Determines Transfer Needed
Complex issue, customer request, or policy requires human
Context Summary Prepared
AI creates brief for human agent: customer info, issue, sentiment, history
Seamless Handoff
“Vă conectez acum cu un specialist care vă poate ajuta mai bine.”
Agent Receives Full Context
No “please repeat your issue” - agent already knows everything
Context Transfer Panel
Customer Context
Issue Summary
Customer ordered product X on Dec 1, hasn't arrived. Tracking shows “in transit” for 5 days. Customer already tried website self-service. Wants refund or expedited replacement.
AI Attempted
- ✓ Verified order status
- ✓ Offered tracking update
- ✗ Cannot issue refund (policy: human approval)
Recommended Action
Offer expedited replacement (free) + 10% discount on next order. Customer lifetime value: High.
Escalation Triggers
Automatic Escalation
- • Customer says “speak to human”
- • Sentiment drops below threshold
- • 3+ failed resolution attempts
- • VIP customer detected
- • Legal/compliance keywords
Policy-Based Escalation
- • Refund over X amount
- • Contract modifications
- • Complaint handling
- • Security/fraud concerns
- • Media/PR sensitive