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Glossary

Escalation (handoff)

Passing a conversation or task from an AI agent to a person, with a summary of what has happened so far.

Why it mattersGood handoffs mean customers never have to repeat themselves.
In practice at aitelzOur inbound receptionist uses this: natural, interruptible conversation. Answers every call on the first ring, day or night.Meet the inbound receptionist →
Related terms
Voice agentChat agentRetrieval-augmented generation (RAG)
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