Warm Call Transfer

Introduction

We're excited to introduce Warm Call Transfer, a significant enhancement to your AI Voice Agent capabilities. This feature ensures a seamless handover from an AI agent to a human team member by providing a private briefing to the human agent beforehand. This eliminates the frustrating experience of callers having to repeat their information, leading to a smoother and more professional customer experience.

Feature Highlights

• Private Agent Briefing: Your voice agent now calls the human team member first, providing a concise summary of the ongoing conversation before connecting the caller. This ensures the human agent is fully informed and ready to assist immediately.
• Accept or Decline Option: Team members receive a summary and are asked if they can take the call. This empowers them to accept the transfer when available or decline if busy, preventing unwanted interruptions.
• Intelligent Caller Handling: If a team member is unavailable or declines, the voice agent politely informs the caller and continues to provide assistance, ensuring callers are never left on hold indefinitely or in silence.
• Comprehensive Call Transcripts: Both the private briefing and the subsequent human-agent interaction are fully recorded and accessible within the call transcript for complete visibility and quality assurance.

How to Use

1. Configure Call Forwarding: Add or edit a Call Forwarding function on your voice agent.
2. Specify Team Member Details: Include the team member's name, phone number, and phone line in the Call Forwarding configuration.
3. Agent Initiates Transfer: When a caller asks to speak with a person, the agent will place the caller on hold with music.
4. Private Briefing: The agent will then call the specified team member, provide a brief summary of the call, and ask if they can take it.
5. Caller Connection: The caller is connected to the team member only after the team member accepts the transfer.
6. Post-Call Review: After the call, open Call Details → Tool Invocation → Briefing to review the private conversation between the agent and the team member.

Benefits

• Enhanced Caller Experience: Callers no longer need to repeat themselves, as the team member is already aware of the context and reason for the call.
• Improved Agent Efficiency: Team members can accept or decline calls based on their availability, reducing interruptions and improving their workflow.
• Reduced Hold Times: Callers are never left on hold indefinitely or in silence; they are promptly informed if a human agent is unavailable.
• Complete Record Keeping: The private briefing and the human part of the call are saved in the call transcript, providing a comprehensive record.
• Broad Compatibility: Works seamlessly with standard and real-time voice agents, including OpenAI, Gemini, and AWS.

Example Workflow

Imagine a customer, Sarah, calls your support line with a complex billing inquiry. Your AI voice agent handles the initial verification and gathers some details. Sarah then requests to speak with a human agent. The AI agent places Sarah on hold with music, then privately calls your support agent, Mark. The AI agent quickly briefs Mark: "This is Sarah, calling about a recent charge of $120 on her account, she believes it's incorrect." Mark, now fully informed, accepts the call. The AI agent then connects Sarah to Mark, who can immediately address her concern without Sarah having to re-explain everything.

Result

With Warm Call Transfer, your users can now provide a significantly more professional and efficient customer experience by ensuring human agents are fully prepared before engaging with callers, eliminating repetition, and managing call transfers intelligently.

See Also

• Call Forwarding
• Call Details transcript
• Live call monitoring (Listen / Talk)