How AI Calls and Human Handoff Work Together (Step-by-Step Guide)

AI phone agents can handle routine customer calls like order tracking or product inquiries, saving time and reducing costs. But when issues are complex or emotional, human agents step in to provide empathy and problem-solving. This hybrid approach ensures faster responses, better customer satisfaction, and 24/7 support.

Key Takeaways:

• AI Handles Routine Tasks: Tracks orders, answers FAQs, and provides instant responses.
• Human Agents Solve Complex Issues: Manage returns, complaints, or sensitive queries with empathy.
• Seamless Handoff: AI transfers call details to humans, so customers don’t repeat themselves.
• Cost Savings: AI reduces staffing needs and operational costs by up to 80%.
• Better Customer Experience: Combines AI efficiency with human connection for higher satisfaction.

Quick Comparison Table:

This guide explains how AI and human agents work together, step-by-step, to deliver efficient, personalized e-commerce support.

Human Handovers with Voice AI | Vapi Call Transfers

How AI Calls and Human Handoff Work: Step-by-Step Process

AI phone agents and human handoffs work together to create a seamless customer support journey. From the moment a call comes in to the final resolution, each step is crafted to ensure efficient, personalized service for e-commerce customers. Here's how the process unfolds.

AI Call Process: From Answer to Resolution

When a customer calls your e-commerce store, Ringly.io's AI phone agent manages the interaction through a streamlined four-step process. These AI agents handle both incoming and outgoing calls, covering tasks like order inquiries and product recommendations.

Step 1: Speech Recognition and Understanding
The AI agent uses advanced speech-to-text technology to instantly convert spoken words into text. It captures details like order inquiries and product requests with precision and can identify the caller's language, responding fluently in any of 18 supported languages.

Step 2: Intent Analysis
Next, the AI analyzes the text to determine the caller's intent. This involves more than just picking up on keywords - it understands the context and urgency of the request, whether it's a simple order tracking question or a more involved return issue.

Step 3: Knowledge Base Consultation
Once it understands the customer's needs, the AI taps into your store's knowledge base. This includes FAQs, product details, pricing, and support workflows, allowing it to generate accurate and helpful responses.

Step 4: Natural Response Generation
Finally, the AI converts its text-based response into natural-sounding speech using text-to-speech technology. The system delivers specific details, such as tracking numbers or shipping updates, directly from your e-commerce platform.

This entire process takes just seconds. Research shows that AI phone agents can boost answered call rates by 35%, making them a game-changer for busy e-commerce businesses by reducing wait times and improving customer satisfaction.

When AI Transfers Calls to Humans

Even with their advanced capabilities, AI phone agents are designed to recognize when a human touch is necessary. Certain triggers prompt the system to hand over the call to a human agent for more personalized support.

Customer Frustration Detection
Using natural language processing and sentiment analysis, the AI can pick up on signs of frustration, such as repeated questions or specific language patterns. If frustration is detected, the system escalates the call to a human agent. This proactive approach helps maintain a positive customer experience.

Complex or High-Stakes Issues
Some situations require human judgment and empathy - like returns that don’t fit standard policies, billing disputes, or complaints about damaged products. In these cases, the AI steps aside, transferring the call to a human agent equipped to handle such matters.

Unclear or Unique Queries
When a customer’s question falls outside the AI's knowledge base or involves creative problem-solving, the system acknowledges its limitations and transfers the call to a human for tailored assistance.

Direct Human Requests
If a customer specifically asks to speak with a human, the AI immediately transfers the call to honor their preference.

While 81% of consumers want more self-service options, only 15% are satisfied with the tools currently available. By combining automated efficiency with smooth transitions to human agents, businesses can deliver better service and ensure customer needs are met effectively.

How Call Information Transfers to Human Agents

The handoff process ensures that customers don’t have to repeat themselves. Human agents receive all the necessary context to address issues quickly and efficiently.

Seamless Data Handoff
Before transferring the call, the AI gathers key details like the customer’s name, account number, order information, and a summary of the issue. This ensures the human agent is fully informed and ready to assist.

CRM and Helpdesk Integration
Ringly.io integrates with over 7,000 tools, including CRM and helpdesk platforms, to maintain smooth data flow. When a call is transferred, the human agent gains access to both the current interaction and the customer’s full history with your store.

AI-Generated Summaries
AI-generated summaries provide a quick overview of the issue, saving time for human agents. For instance, Esusu, a financial technology platform, implemented AI summaries for support tickets in 2024. Jessica Hannes, Esusu’s Director of Support, shared that this feature “saved time and energy, especially for onboarding new representatives, allowing them to work more efficiently”.

When transferring a call, the AI agent provides a brief introduction, such as, "Let me connect you with someone who can help". The human agent then takes over, often acknowledging the context with statements like, "I see you're calling about your recent order - let me assist you right away."

This process highlights how automation and human empathy can work together. As Brian Solis from Salesforce puts it, "Empathy doesn't disappear in automation - it gets scaled". By combining AI-driven efficiency with human connection, businesses can offer personalized support while maintaining a high standard of service.

Setting Up AI Phone Agents for Your E-commerce Store

Now that the call process is clear, it’s time to set up your AI phone agents to provide seamless support. The good news? You don’t need a technical background or complicated tools to get started. The setup process is designed to be simple, so you can have your automated support system up and running in just a few hours.

What You Need Before Setup

Before diving in, there are a few essentials you’ll need to ensure the AI phone agents operate effectively. Most e-commerce businesses already have these in place.

E-commerce Platform Connection
Your online store is the backbone of your AI phone agent’s knowledge base. For example, if you’re using Shopify, connecting your store is quick and easy with Ringly.io’s native integration. This allows the AI to pull relevant details directly from your store, simplifying the setup process.

Product and Business Information
Your AI agent needs to know the ins and outs of your business - everything from product details to shipping policies. You can upload your website content, product catalogs, FAQs, or even training videos. This ensures the AI can confidently answer questions about returns, pricing, and product specs.

Phone Number Setup
You’ll need a dedicated phone number for the AI agent. You can either use your existing business number or get a new one specifically for automated support.

Basic Call Flow Planning
Map out common customer inquiries - like order tracking or return processes - and decide when calls should be transferred to a human agent. Ringly.io even offers templates to make this step faster.

"Ringly.io is very easy to use. You don't need to be a tech expert. With just a few clicks, you can set up your AI phone agent. And adding your Shopify store is also very straightforward. We even have templates for all kinds of e-commerce use cases."

The setup process involves creating a free account, customizing your AI agent’s conversation flow, and connecting your phone number. Most businesses can complete these steps in a few hours, though fine-tuning the system may take a bit longer depending on your specific needs.

Customizing AI Phone Agents for Your Store

Once the basics are in place, customization is where you can make your AI agent a true extension of your brand. This step ensures the agent doesn’t just answer questions but does so in a way that feels aligned with your business.

Voice and Language Options
Your AI agent’s voice is an extension of your brand. Choose from a variety of voices and adjust the tone to match your style - whether it’s professional and polished or friendly and approachable. Ringly.io supports 30 languages, so if your business serves multiple regions, you can provide support in your customers’ preferred language. You can even tweak background noise settings or adjust the agent’s enthusiasm to create the right feel for your calls.

Brand-Specific Communication
Set specific phrases, greetings, and sign-offs to ensure the AI’s communication style matches your brand’s voice. Clear instructions on tone, formality, and terminology help provide a consistent experience, whether customers interact with the AI or your human team.

Custom Call Flows
Design conversation paths for different scenarios, like handling product inquiries or resolving complaints. Add detailed steps for tasks such as order tracking or providing recommendations. You can also set up fallback responses and escalation rules to keep things on track when unexpected questions arise.

Integration with Tools
Sync your AI phone agent with your existing apps and tools. With integrations to over 7,000 apps, Ringly.io lets your AI access real-time order statuses, inventory levels, and customer histories. This ensures the agent can provide accurate, up-to-date information during calls.

By customizing these elements, you can design multiple conversation paths tailored to your customers’ needs. For instance, you could create one flow for new customers asking about products and another for returning customers tracking orders. Regular updates and adjustments will keep your agent sharp and responsive.

Maintaining and Improving Your AI Agents

Once your AI agent is live, regular maintenance is key to keeping it effective and reliable. Here’s how you can ensure it continues to perform at its best.

Monitor Performance Metrics
Track metrics like CSAT (Customer Satisfaction Score) and FCR (First Call Resolution) to measure how well the AI is doing. Listening to call recordings can also help you spot recurring issues or areas where the AI might need improvement.

"What I like most about Ringly is that it allows me to see what issues were the most frequent. I can identify the key areas where users need the most help."
– Kevan Williams, Founder Ascendant

Refine Instructions
Fine-tune your AI agent’s responses by adding clear fallback options for questions it can’t handle. This ensures customers are offered alternatives, like being transferred to a human agent or scheduling a callback.

Update Content Regularly
Keep your AI’s knowledge base current by updating it with new product information, policy changes, or promotions. Test calls frequently to ensure the AI is providing accurate answers.

Incorporate Feedback from Human Agents
Your human agents can provide valuable insights into gaps in the AI’s training. Use their feedback to identify areas where the AI can improve or take on additional tasks.

Ensure Data Accuracy
Make sure your AI provides reliable information by instructing it to rely only on verified data sources. This helps avoid situations where the AI might generate inaccurate answers.

For businesses just starting out, choosing a basic subscription tier can help keep costs low. You can always enable auto-upgrade as your call volume grows.

sbb-itb-5521aa5

Benefits and Challenges of AI Phone Support with Human Backup

Blending AI phone support with human intervention creates a dynamic customer service system that combines automation with human expertise. This hybrid approach addresses many common challenges in e-commerce customer service while providing a range of advantages.

Benefits of AI Phone Support with Human Handoff

The combination of AI and human agents creates a system that is both efficient and customer-friendly. Here's how this model enhances e-commerce support:

Round-the-Clock Availability
AI phone agents are available 24/7, ensuring customers can get help with tasks like order tracking, product inquiries, or return policies anytime. While AI handles routine questions instantly, more complex issues are escalated to human agents during business hours.

Faster Responses and Higher Resolution Rates
AI can resolve up to 80% of routine queries with minimal wait times. This speed is crucial for e-commerce customers who expect quick answers about shipping, product availability, and other concerns.

Cost Savings
Using AI can reduce staffing needs during peak periods by 68% and cut customer service costs by 35%. For example, Unity saved $1.3 million annually by deploying AI agents that reduced ticket volumes by 8,000. This makes it easier to handle high call volumes without overextending resources.

Boosted Productivity and Scalability
AI frees up human agents to focus on complex issues, increasing productivity by 15–25%. During busy seasons, the system can handle thousands of calls without overwhelming the team.

Improved Customer Satisfaction with Smart Routing
AI uses smart routing to ensure customers receive the right level of support. Routine issues are quickly resolved by AI, while more complicated or emotionally sensitive matters are passed to human agents. This approach has led to 20% fewer complaints and better customer retention.

"With AI purpose-built for customer service, you can resolve more issues through automation, enhance agent productivity, and provide support with confidence. It all adds up to exceptional service that's more accurate, personalized, and empathetic for every human that you touch." - Tom Eggemeier, Zendesk CEO

Despite these advantages, there are still scenarios where human agents are indispensable.

Common Challenges and How Human Handoff Solves Them

While AI phone support offers many benefits, certain challenges require the expertise and empathy of human agents to maintain customer trust and satisfaction.

Managing Complex or Unusual Scenarios
AI excels at routine tasks but often struggles with unique or complicated situations, such as intricate return processes or billing disputes. In these cases, the hybrid model ensures a seamless transfer to a human agent, complete with context, so customers avoid repeating themselves or encountering frustrating loops.

Addressing Sensitive Issues with Empathy
Some situations - like billing errors or defective products - demand the emotional understanding and judgment that AI lacks. While 69% of consumers are open to AI enhancing their experience, 90% prefer human agents for resolving complex issues. The hybrid system ensures that when empathy is required, human agents step in promptly.

Maintaining Context During Transfers
A common pain point in support systems is losing context during handoffs. Effective hybrid systems share the full conversation history, issue summary, and any emotional cues with the human agent, sparing customers the hassle of restating their concerns.

Avoiding Escalation Dead Ends
When AI can't resolve an issue and no human agent is available, customers can feel stranded. A strong hybrid strategy includes clear escalation paths, callback options, and alternative support channels to ensure every inquiry is addressed.

This balance of AI efficiency and human empathy creates a comprehensive support system that meets the diverse needs of e-commerce customers.

Support Method Comparison Table

The table below highlights how different support models perform, helping businesses choose the most effective approach for their needs.

With 98% of customer experience leaders emphasizing the importance of smooth AI-to-human transitions, the hybrid model is emerging as the preferred choice for e-commerce support systems.

Best Practices for AI and Human Agent Teamwork

Bringing AI and human agents together in customer support requires thoughtful planning and ongoing fine-tuning. By following these practices, e-commerce businesses can make the most of this hybrid approach while keeping customers happy.

Track and Review Call Performance

Keeping tabs on call performance is a must for effective AI-human collaboration. Interestingly, 70% of customer experience leaders admit they struggle to measure AI's impact with current tools. This makes having a solid analytics strategy essential for success.

Take Ringly.io, for example. Their call analytics system doesn’t just listen in - it categorizes conversations, gauges caller mood, determines resolution outcomes, and generates detailed summaries. This kind of data helps pinpoint trends that can guide AI improvements and enhance human agent training.

Focus on Metrics That Drive Results

Since 80% of customer experience leaders prioritize measurable business outcomes when evaluating AI performance, it’s smart to track metrics tied to your bottom line. Keep an eye on resolution rates, customer satisfaction scores, and revenue growth linked to resolved calls. Brands that analyze all conversations have reported up to a 25% boost in resolution rates and fewer customer complaints.

Leverage Data for Smarter Adjustments

Use data to monitor AI accuracy, response speed, and task completion rates. Patterns in escalations can highlight when customers need human assistance, offering insights to fine-tune AI training and improve handoff processes.

"Measuring AI agent performance hinges on metrics like resolution rate, sentiment trajectory, and emotional triggers rather than outdated human-centric scorecards. These data-driven insights offer a holistic view of conversation quality and customer experience."

• Loris Marketing Team

Compare to Industry Benchmarks

Stacking your AI’s performance against industry standards can reveal areas for improvement. According to McKinsey, AI could handle up to 50% of routine customer inquiries within the next 12–18 months. This underscores the importance of staying competitive by tracking and refining your metrics.

Once you’ve established performance benchmarks, use them to guide team training and strategy improvements.

Train AI and Human Agents Together

Blending training for AI systems and human agents ensures they work seamlessly as a team. When done right, AI-driven tools can boost support agent productivity by 14%.

Cross-Training for Better Collaboration

Human agents should understand AI capabilities, escalation protocols, and ways to collaborate effectively. Training staff to craft clear AI prompts can also improve efficiency.

Prioritize Soft Skills

While AI handles routine tasks, human agents need to shine in complex situations that require empathy and active listening. Training in soft skills equips them to handle emotionally sensitive interactions.

Set Clear Collaboration Rules

Define when human intervention is necessary and establish straightforward escalation paths for complex issues. This clarity ensures smooth teamwork between AI and human agents.

Build a Teamwork Mindset

Encourage your team to see AI as a tool that complements their expertise, not as a competitor. Many agents describe working with AI as having a super-smart colleague who provides instant insights, eliminating delays and suggesting effective solutions. As one Chief Experience Officer put it:

"The question isn't whether AI or humans deliver better service - it's how we can create intelligent collaborations between them that exceed what either could accomplish alone."

• Chief Experience Officer

A well-trained team, paired with the right tools, can significantly enhance the efficiency of your support system.

Connect AI Phone Agents with Your Other Tools

Integrating AI phone agents with your existing systems transforms them into more than just call handlers - they become intelligent assistants equipped with full customer context. The growing importance of such integrations is reflected in the global AI in CRM market, which was valued at $10.4 billion in 2024 and is projected to exceed $27 billion by 2029.

Sync with CRM and Order Management Systems

Connecting AI agents to your CRM and e-commerce platforms allows them to access customer data instantly. This includes purchase history, order status, and previous support interactions. Businesses that integrate AI into their CRM systems often see a 10–20% increase in revenue per customer, thanks to personalized and speedy responses. For instance, when a customer calls about an order, the AI can immediately retrieve all relevant details, reducing repetition and improving the experience.

Automate Multitasking Across Platforms

Integrated AI agents can handle multiple tasks during a call, such as updating order statuses, sending tracking links via SMS, creating support tickets, or initiating follow-ups - all without human involvement. This level of automation can boost sales productivity by 30% and cut customer service costs by 20–25%.

Ensure Data Security

When linking AI to your business systems, prioritize security. Use encrypted connections, secure API key management, and strict access controls. Additionally, format your CRM data in ways that your AI can process while maintaining privacy standards.

Start with Targeted Integrations

Instead of connecting every system at once, focus on integrations that directly enhance customer experience. For example, prioritize tools that enable order lookups, inventory checks, and customer history access. Train your AI agents with high-quality data from these systems and refine their performance based on user feedback.

Conclusion: Better E-commerce Support with AI and Human Teams

The mix of AI phone agents and human intervention is reshaping how e-commerce businesses handle customer support. This approach combines the speed and efficiency of AI with the personal connection only human agents can provide, creating a support system that meets modern customer expectations.

Consider this: 84% of companies see AI chatbots as essential for B2C communication, and 98% of customer experience leaders emphasize the importance of seamless AI-to-human transitions. It's clear that successful businesses aren't choosing between AI and humans - they're leveraging both in smart, complementary ways.

AI shines when it comes to handling routine tasks. It offers 24/7 availability, instant responses, and scalable support, all without the need to constantly expand your team. On the other hand, human agents excel at tackling complex issues, offering empathy, and building trust - qualities that are vital for long-term customer loyalty. Together, these strengths create a support system that's both efficient and personable, as demonstrated by Ringly.io.

Ringly.io's AI-powered phone agents are a game-changer for e-commerce. They recover up to 35% of abandoned carts and integrate with over 7,000 tools, ensuring that your AI not only answers calls but also actively drives revenue and fits seamlessly into your existing workflows.

"A successful digital customer experience is built on speed, accuracy, and efficiency, and AI agents deliver this in spades. But a great AI agent doesn't just automate: It knows when to step aside." - Salesforce

To implement this hybrid model effectively, businesses need to set clear guidelines for escalation and monitor performance regularly. Start by identifying which tasks AI can handle, define when human agents should step in, and use performance metrics to fine-tune the system. While 49% of consumers are comfortable with AI managing routine tasks, they still value human interaction for more sensitive or complex issues.

FAQs

When does the AI phone agent transfer a call to a human agent?

When the AI phone agent detects situations that need a personal touch, it seamlessly transfers the call to a human agent. This typically happens in cases where it picks up on customer frustration, confusion, or when the inquiry is too complex for automated handling.

This approach blends the speed and efficiency of AI with the problem-solving skills of humans, ensuring customers get the support they need - whether it’s about order problems, shipping questions, or product issues.

What are the main advantages of using AI phone agents with your CRM and e-commerce tools?

Integrating AI phone agents with your CRM and e-commerce platforms can bring a host of advantages. For starters, it improves the customer experience by delivering fast, accurate responses and tailoring interactions to individual needs. Routine tasks like order tracking or answering FAQs? Those can be handled automatically, cutting down on operational costs and giving your team more time to tackle complex customer concerns.

On top of that, AI-driven calls have the potential to improve sales performance by spotting opportunities and engaging with customers proactively. The best part? Every interaction is logged automatically, keeping your data neat and organized. This not only saves time but also helps you offer even better personalization in future customer engagements.

How can businesses use AI and human agents together to improve customer support?

Businesses can create a strong partnership between AI and human agents by assigning tasks that align with their unique strengths. For instance, AI can take on repetitive duties like sorting inquiries, answering frequently asked questions, and summarizing conversations. This allows human agents to dedicate their time and energy to more complex or emotionally charged situations.

To make this collaboration work smoothly, clear communication protocols are key. AI tools can offer real-time insights and context to human agents, enabling them to provide tailored and empathetic service. By combining AI's efficiency with the human touch of problem-solving and emotional understanding, businesses can deliver a more satisfying customer experience.

Related posts

• Common AI Phone Support Questions Answered
• Scaling your online store's support: Why AI phone agents are the answer to growth
• Why your e-commerce store needs an AI phone agent (and how to get started)
• Customer support at scale: how AI phone agents manage peak hours