The Warm Handoff: How to Transfer an AI Voice Agent to a Human Without Losing Context
SMRTR summary
When AI voice agents transfer calls to humans, callers often have to repeat themselves — a frustrating experience called a cold transfer. A warm handoff fixes this by giving the human agent the caller's identity, intent, and live transcript before they speak. Using AssemblyAI's Voice Agent API with Twilio, a conferenced bridge keeps the audio stream active, delivering real-time, speaker-labeled transcripts so the human is instantly up to speed.
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