Hand-off (automation)
The point where an automation passes control to a human. Best-practice automation does not eliminate humans it routes work to the right person at the right time with full context, eliminating only the manual overhead around the actual decision.
Expert insight
The best automations handle the 80% that is routine and create a perfect hand-off for the 20% that requires human judgment.
In a real workflow
When a chatbot cannot help, it hands the conversation to a human with the full transcript.
Common mistakes
- Hand-offs that lose context.
- No clear owner after the hand-off.
Complexity level
Anyone can understand this no technical background needed.
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See it in action
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