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 ailegalszOur client chat agent uses this: answers “what’s happening with my case?” from the file. Keeps clients updated on their matter, any time, on any channel.Meet the client chat agent →

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