Transfer (with context)
Handing a live call to another person along with what has already been said, so the customer does not repeat themselves.
In Alpha Drive AI, a transfer carries the full transcript, the customer record and any actions already taken to the advisor or Live Assist agent. A cold transfer drops the customer into a new conversation blind.
In practice
A good transfer has three parts: the first agent tells the customer who they are being connected to and why, briefs the receiving person on what has been covered, and stays on the line until the handoff is complete. A cold transfer skips the briefing and often the introduction, which is why customers repeat themselves and why transfer rate is tracked as a quality metric.
AI to human
When the transferring party is an AI, the briefing becomes data: the transcript, the detected intent, the customer record and any actions already taken, delivered to the advisor or Live Assist agent before the customer arrives. Alpha Drive AI 3.0 added live mid-call transfers for this purpose.
Also called: handoff, call transfer.
Read the chapter: Live Assist: the human half of your BDC →
Related terms
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