Define what the AI may answer, what it must never promise, and when a human takes over. Transfer only the summary, supplied facts, attempted steps, and other context needed to resolve the issue, following data minimization and avoiding unnecessary repetition.
Define the service boundary first
Classify requests as answerable, requiring clarification, or human-only. Clear, low-risk, verifiable questions may stay with AI. Contracts, disputes, sensitive data, major commitments, or missing knowledge should move to a person.
Common handoff triggers
- The user asks for a person.
- Several turns fail to resolve the issue.
- Confidence is low, sources conflict, or a tool fails.
- The topic involves complaints, payment, safety, or other high impact.
- Sensitive information requires controlled handling.
Transfer useful context, not everything
Pass a problem summary, user goal, confirmed facts, attempted steps, failure reason, and suggested next action. Full transcripts are not always necessary, and personal details should not enter traffic analytics.
Balance resolution with risk
| Metric | Purpose |
|---|---|
| First-contact resolution | Whether standard questions are actually solved |
| Handoff rate and reason | Knowledge gaps and boundary quality |
| Repeat-question rate | Unclear or ineffective answers |
| Severe errors | Commitment, privacy, or safety failures |
| Human time saved | Value of summaries and preprocessing |
Frequently asked questions
Is a lower handoff rate always better?
No. Prompt handoff is correct for high-risk requests. Review the reason, resolution, and severe-error rate together.
Must handoff include the full transcript?
No. Prefer the minimum structured context needed to resolve the issue.
May AI promise pricing or refunds?
Only when rules, authorization, and verifiable information are explicit; otherwise a human should confirm.
Sources and further reading
- NIST Generative AI Profile
Risk identification, measurement, and management reference.
- DeftGlow privacy notice
Our analytics and support-data boundaries.