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Bot-to-Human Escalation is the process of transferring a customer interaction from an AI chatbot to a human support agent when the request is too complex or sensitive for automation. Yumi AI uses this feature to ensure no user reaches a “dead end” in the support process. The AI first gathers all necessary context — such as customer history, issue details, and urgency — before handing off to a human agent. This ensures faster resolution times and a smoother customer experience. Bot-to-human escalation is essential for balancing efficiency with personalized service. It also helps companies use automation to handle routine inquiries while reserving human expertise for high-value or delicate situations.
