u/Chemical-Day-408

I’m trying to figure out where people are drawing the line between an AI agent continuing the conversation and handing it to a person.

We’ve been looking at AI call center software like Bland or Vapi and some of the workflows get complicated pretty quickly.

The caller changes topics, corrects something they said earlier, an API lookup fails, they ask a followup about another issue then eventually need a human for one specific part.

At that point I don’t think 'did the AI contain the call?' is even the most interesting question.

I’d rather know whether it handled the conversation correctly up until the point where a transfer really made sense.

How are you measuring that?