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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 airatingzOur review request agent uses this: triggered by visits, purchases or milestones. Asks every customer at the right moment.Meet the review request agent →
Related terms
Voice agentChat agentRetrieval-augmented generation (RAG)
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