Asides from the Human being able to relate properly to answers the customer might have asked, here are some reasons:

•High-Emotion or Frustrated Customers: Instantly transfer the chat when sentiment analysis detects frustration or anger that requires human empathy.

•Complex Technical or Billing Issues: Escalate when a request falls outside the AI’s knowledge base or involves sensitive account security and refunds.

•Explicit Customer Requests: Hand off immediately whenever a user types “talk to a human” or repeats a failed resolution loop.