Warm Handoff

The bridge between AI and human.

The Handoff Problem

AI will hit limits. This isn't failure - it's reality.

The question isn't whether to hand off. It's how.

Cold handoff: "Please hold for a representative." User repeats everything. Context lost. Frustration guaranteed.

Warm handoff: Human enters with full context. Knows the issue. Knows the user's state. Picks up seamlessly.

Context Compression

When HALT triggers, the conversation compresses into a structured packet:

• Intent Block - What the user is trying to accomplish
• Journey Block - What's been tried, what worked/didn't
• Friction Block - Specific point of failure
• Emotional Block - User's current state
• Identity Block - Communication preferences (if IDNA available)

The Transition Moment

Bad: "I'm going to transfer you to a human agent. Please hold." [Hold music] "Hello, how can I help you today?"

Good: "I've reached my limit here. I'm connecting you with Sarah from support - she's already got context on the contract issue. Should be just a moment." [Brief pause] "Hi, I can see you've been dealing with this contract error - let me pull up your account."

Metrics That Matter

The goal isn't AI that never needs humans. The goal is AI that knows exactly when it does - and makes the transition invisible.