Agentic AI Handoff
Roadmap Alignment Vision Cast
Empowering Agentic AI to adapt to conversations and determine when to handoff to a human and when to assist support personnel further. This vision cast prototype was instrumental in validating 2025/2026 roadmap efforts.
KPI Support
Streamline care support with AI enhanced healthcare to members improving efficiency, accessibility, and potentially reducing operational costs.
Project Duration: 2025
User-centered design principles applied:
Understanding users needs
Accessibility
Usability
Empathy
The net benefit:
Agentic AI handoff will help reduce overall support operation costs allowing support personnel to focus on really important member / patient matters.
What is Agentic AI?
Agentic AI refers to AI systems that work on their own, making decisions and taking actions to reach specific goals. Unlike traditional AI that only follows commands, Agentic AI can evaluate situations, develop strategies, and carry out tasks independently.
Effective Handoffs Considerations:
Context Transfer: It's important to share all necessary information and conversation history with the next agent, so the customer doesn't have to repeat anything.
Seamless Transition: The handoff should be smooth and easy, causing little disruption and ensuring a good user experience.
Warm Handoff: In agent-to-human handoffs, giving the human agent clear details about the interaction is important for a smooth transfer, helping them quickly grasp the situation and take over efficiently.
Clear Communication: The AI agent should inform the user about the handoff and explain why it is happening to build trust and set expectations.
Agentic AI Handoffs in Customer Service: A customer service AI Agent may transfer a complicated or sensitive issue to a human agent after trying to help.