Title: What is a Human Takeover?

URL: https://www.infobip.com/glossary/human-takeover

A human takeover (also agent takeover) is a fallback feature for AI and keyword chatbots.

Where a chatbot cannot assist with a customer query, a human contact center agent can take over the conversation in real time and be able to view the conversation history.

This is particularly useful for complex, non-standard queries that can’t be addressed through a simple keyword or AI chatbot.

Pairing chatbots with human contact center agents is a key feature of modern cloud contact center solutions that enables companies to offload common tasks and frequently asked questions (FAQs) to chatbots, freeing agents to deal with more challenging tasks.

## What triggers human takeover?

Human takeover can be triggered by different scenarios, including:

- The chatbot doesn’t know how to answer the question
- Explicit request from the customer
- A specific [intent](/glossary/intent) is made where human intervention is desired or required
- Negative answers to feedback questions

## What are the types of human takeover?

There are two types of human takeovers: warm and cold takeovers.

Warm takeover implies that the users’ inquiry is immediately forwarded to a staff member. The human response is played out in the same channel and at that exact moment.

On the other hand, a cold takeover interrupts the ‘natural’ conversation flow and/or changes the channel.

Effective omnichannel cloud contact center solution, like Conversations, can ensure that companies can support warm takeovers.

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