An AI receptionist earns trust by knowing its limits. Most calls to a bank are routine and can be answered from approved content. Some are not, and those need a person quickly, without the customer repeating themselves.
When it hands over
- The caller reports fraud or a suspicious request, such as someone asking for their OTP.
- The caller wants to make a complaint.
- The AI is not confident it has the right answer.
- The caller asks to speak to a person.
What happens next
The receptionist opens a ticket, classifies it, and routes it to the right team's queue. It passes the call to an available agent, who sees the conversation so far with an English translation. If nobody is free, it books a callback, and the ticket's SLA clock is already running.
Supervisors can watch live calls, listen in and take over at any point. Agents work from a softphone in the browser, so the hand-off needs no extra equipment.
After the call
The recording, transcript, translation, summary and ticket join the customer's record and sync to the bank's CRM. The customer receives a reference number, and a satisfaction survey follows when the ticket is resolved.
A good hand-off is invisible to the customer. They simply find that the person who answers already knows why they called.
