Airgentic is committed to the best customer service experiences, and sometimes those experiences involve humans.
The platform is increasingly becoming a central place for contact centres. That is why we have expanded Human Handoff so your team can run live chat as a first-class contact centre desk, not a bolt-on takeover button.
Assistive AI answers
After taking over, agents can generate the same sourced answer the customer would have seen, revise it, and send it as a human reply. They can also write from scratch. Generated drafts count toward usage. Typed replies do not.
Visitor profiles on the desk
When Visitor Profiles are on, the representative sees captured attributes and a short summary above the transcript, so they do not start from a blank chat.
Staffed hours
Set weekday hours, a timezone, and closed dates so the service follows the clock. Human-Supported AI while the desk is open, and AI Only overnight and on holidays. Override the live mode when you need to stay open, without rewriting the weekly hours.
Enquiry auto-assign
Waiting chats go to the next available idle agent. Human Only queues every new conversation. Human-Supported queues only the ones that need a person. Agents join the pool when they are on the desk and Available.
Agent role
Give live-support staff a login that can work the queue and Insights, without access to modes, hours, or other configuration.
That means your contact centre live chat works with your AI customer service and site search, turning your content into a unified answer layer.
Land Services SA is already using Airgentic as a digital front door for complex property enquiries. In that case study, Airgentic reduced contact centre load by 15–20%, so staff can spend more time on the cases that genuinely need human judgement.
If you would like to see what this looks like for your customer service team, get in touch.
