HAQM Connect AI to Live Agent Handoff Implementation

Make your AI smarter by knowing when to hand off.

zeb helps organizations implement AI-to-agent handoff capabilities within HAQM Connect that preserve context, reduce frustration, and empower agents to take over with full awareness of the customer’s journey.

By combining conversational AI tools like HAQM Lex and HAQM Q with optimized routing strategies and a Unified Agent Workspace, we ensure your virtual assistants and human agents work together to deliver a consistent and effective customer experience.

What’s Included

• Conversation Design and Escalation Triggers
  Define business rules and language cues that determine when a call or chat should be escalated from a bot to a live agent.

• Context Capture and Metadata Handoff
  Capture and transfer customer inputs, bot interactions, intent data, and sentiment to agents using HAQM Connect contact attributes.

• Unified Agent Workspace Integration
  Ensure escalated sessions appear with full interaction history and relevant knowledge suggestions powered by HAQM Q.

• Custom Routing and Queue Configuration
  Route escalated contacts to the right agent queue based on bot output, customer type, or business rules.

• Testing, Tuning, and Training
  Simulate interactions to fine-tune escalation logic and ensure agents are trained to respond effectively with the provided context.

Why zeb?

• Experts in HAQM Lex, Q, and contact routing strategy
• Proven success in implementing AI and agent collaboration across industries
• Focused on reducing handle time and increasing customer satisfaction

With zeb, your virtual agents know when to step back and let your human experts step in.