When to Hand the Call to a Human: Routing Rules That Actually Work

Podcast: Phony.ai · Phony.ai

Opublikowano: 2026-10-11

Deploying a voice AI agent is only half the job. The harder half is defining precisely which calls should never end with the agent — and writing the routing rules specific enough to behave consistently at any hour. This episode of Phony.ai digs into the decision logic behind intelligent escalation, drawing on the full guide to routing voice agents to humans to map out a framework any team can implement. The episode walks through four categories of routing triggers and the baseline metrics every deployment should establish before writing a single rule: Set a baseline first: In...