Hand over to a person, never the story.
When a conversation needs a human, your agent picks up with the full story already summarised. The transcript comes along too, so the customer never starts over.
Briefed before the first word.
Three things land on your agent’s screen the instant a conversation is handed over.
- 1
A written summary
The whole conversation boiled down to what matters, ready before the agent says hello.
- 2
The complete transcript
Every word the customer and MCM AI exchanged, one scroll away if the agent needs the detail.
- 3
A record of what MCM AI did
Each step handled so far is listed, so no one repeats work that is already done.
A transfer that feels like a continuation.
From AI to a person, smoothly.
- 01
MCM AI works the request
The AI agent handles what it can, such as bookings, order status and FAQs.
- 02
A person is needed
When the conversation turns complex, MCM AI stops and calls for one of your agents.
- 03
The story is written up
A full summary and the transcript are prepared before anyone picks up.
- 04
The agent takes over
Your agent joins already briefed, and the customer carries on instead of starting again.
Conversations that keep their momentum.
Said once
Customers explain themselves one time. The summary carries it from there.
Agents start informed
Every handoff opens with the story, so the first words are about the fix.
AI and people in one flow
MCM AI does the routine work and your team takes the rest, inside the same conversation.
One handoff, three allies.
AI Voice & Chat Agents
The product behind this feature: agents that work through routine conversations and bring in your people for the rest.
Explore AI Voice & Chat AgentsMore from the Contact Center suite.