Escalation and human handoff
Knows when a conversation should go to a human, and hands it over properly
What this capability means
A tool has this capability when it can tell that a customer conversation should be passed to a human and can transfer it correctly. The trigger may be an explicit request, a configured escalation rule, or the product’s inability to resolve the request, but the buyer-facing point is the same: the agent recognises when human help is needed and hands the conversation over properly.
Boundary: It does not judge the exact handoff path or mechanism used to pass the conversation to a human.
Scenarios that test this capability
A scenario is a real-world situation used to test a capability.
Benchmarks that include this capability
A capability has global identity and may be used by more than one benchmark.
AI Customer Support Chatbots
Automate customer support using an AI chatbot / AI customer support agent — which agents handle real customer support conversations for a business best?