Overview
Escalate on low confidence, VIP, or negative sentiment with a structured context bundle.
Problem
Bots get stuck, escalate late, or lose context when handing to humans.
Solution
LiveConnect triggers handoff based on rules, passes a summary, and links the session to a Desk ticket.
How it works
Define triggers and a handoff contract (context, macros, do/don’t). Agents can return to bot with notes; Desk keeps the durable case.
Who is this for
Supervisor
Support Ops
Expected outcomes
- Faster human intervention on high‑risk sessions
- Better continuity between bot and agent
Key metrics
Time to human after trigger
Baseline
180 seconds
Target
45 seconds
Context completeness score
Baseline
70 %
Target
95 %
Gallery
Downloads & templates
Case studies
Edutech boosts first‑contact resolution
Structured handoffs raised FCR by 14 points.
EdTech SMB EU
Security impact
- Transcript, summary, ticket metadata · PII: customer‑provided content
Compliance
- SOC2 (change & access controls)
Availability & next steps
Team
Business
Enterprise