Introducing Human Handoff

Airgentic has released a major new capability designed to strengthen the collaboration between AI and human teams. Human Handoff allows organisations to seamlessly bring a human representative into an AI conversation at exactly the right moment.

Even the most capable AI systems need a clear and reliable way to escalate conversations. Situations arise where a customer is frustrated, requests to speak with a person, or where the issue is too important to rely solely on automation. In these moments, organisations need their team to step in immediately without disrupting the experience.

Human Handoff has been designed to make this transition simple and seamless. It allows human representatives to monitor active conversations, join when needed, and take full control of an interaction.

The feature supports three operational modes:

AI Only

This is the default mode where the AI manages conversations independently. It is ideal for handling high volumes of routine enquiries while maintaining fast response times.

Human Supported AI

In this mode, the AI continues to lead the conversation while human team members are alerted when attention may be required. This can include situations such as a frustrated customer, a request to speak with a person, or conversations that show signs of escalating.

Human Only

This mode allows human representatives to handle conversations directly from the outset. It is well suited to high stakes environments such as complex sales engagements or situations where organisations need to support communities during critical events, including natural disasters.

Human Handoff is currently available in beta and is being provided to all Airgentic customers at no additional cost. The goal is to give organisations greater flexibility in how they balance automation with human expertise, ensuring the right level of support is available for every interaction.

Airgentic remains focused on continuously increasing the value delivered to customers while maintaining the governance, control, and transparency needed for real world deployments.