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Overview

This demo showcases a seamless warm transfer from the AI virtual assistant to a human agent. The human operator has full visibility into the previous AI conversation, allowing them to pick up exactly where the AI left off. The agent then expertly handles the complex service situation and escalates to dispatch as a priority.
You may hear beeps and skips in the demo calls, as they were used to remove PII of customers.

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Key Highlights

  • Warm Transfer from AI: Call seamlessly transferred from AI to human with full conversation context
  • Context Visibility: Human agent can see details from the previous AI interaction
  • Complex Situation Management: Handles a multi-unit scenario with different issues
  • Priority Escalation: Marks the case as priority due to total AC failure
  • Dispatch Coordination: Sends directly to dispatch for part status and scheduling
  • Empathetic Service: Maintains a warm, understanding tone throughout

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Video Demo

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Call Details

  • Scenario: Customer initially spoke with the AI virtual assistant about confirming an AC repair appointment. The call was then warm-transferred to a human agent who has access to the AI conversation context. The customer is following up on a part order from a previous technician visit, and also reports that their second AC unit failed overnight.

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What to Notice

  1. The human agent references the AI conversation (“I see you just spoke to our virtual assistant”)
  2. How the warm transfer provides continuity—the agent already knows why the customer is calling
  3. The agent quickly locates customer information that the AI couldn’t find
  4. Proactive follow-up questions to uncover the full situation (second unit failure)
  5. Immediate recognition that no working AC requires priority treatment
  6. Clear communication about next steps and warm, empathetic interaction