Our AI agent transfers calls with full context in under 800 ms. Forget about customers repeating their problem every time they get transferred: NetVoice transfers the entire history, call summary, and the reason for the transfer directly to the receiving agent, whether human or AI.
NetVoice ofrece tres tipos de transferencia, cada uno optimizado para distintos escenarios de negocio. El sistema detecta automáticamente cuál es el más apropiado según el contexto de la llamada, la urgencia y la disponibilidad de los agentes.
La llamada se redirige inmediatamente sin intervención del agente receptor. Ideal para enrutamiento automático en horarios pico cuando la velocidad es prioritaria sobre el contexto.
El agente receptor recibe el resumen completo de la conversación antes de conectarse con el cliente. Elimina el 100% de las repeticiones del problema y reduce el tiempo de resolución hasta un 40%.
La IA prepara un briefing completo: historial del cliente, análisis de sentimiento, acciones previas, intenciones detectadas y pasos sugeridos para la resolución. El agente entra sabiendo exactamente qué necesita el cliente.
Seis capacidades core que hacen que cada transferencia sea fluida, rápida y sin pérdida de información.
Redirección instantánea de llamadas sin intervención del agente receptor. Configuración de reglas de enrutamiento por hora, habilidad y carga de trabajo. Ideal para volúmenes altos donde la velocidad es crítica.
El agente receptor escucha la llamada antes de anunciarse. La IA genera un resumen estructurado del problema detectado, el historial del cliente y las acciones ya tomadas durante la conversación.
Transfer between AI agents with complete transfer of conversational state: intent, entities detected, steps completed, data collected and recommended next steps.
Consult the availability status of each agent or queue in real time before starting the transfer. If the target agent is not available, the system automatically searches for the best alternative.
AI generates a structured briefing in less than 200 ms with: reason for the call, customer data, sentiment detected, previous actions and recommendations for successful resolution.
Define complex routing rules with multiple criteria: language, account type, urgency, required skills, schedule and maximum waiting time. Up to 10 configurable escalation levels.
Four automatic steps that occur in less than 800 ms to ensure a seamless experience.
AI analyzes in real time the customer's intent, the level of complexity of the request, and whether the current agent can resolve it. Identify signs of escalation: frustration, supervisor requests, complex technical issues, or cases outside the bot's scope.
The routing engine queries the availability of qualified agents in real time. Evaluate: estimated wait time, required skills, history with the client and current load. If the preferred agent is not available, propose alternatives ordered by suitability.
AI consolidates all conversation information into a structured briefing: executive summary, customer data, problem detected, actions taken, sentiment and tone, and recommended steps. This context packet is transmitted to the receiving agent before the call is connected.
The call is transferred with all context. The receiving agent can review the briefing while the client is entertained with music or a personalized message. By connecting, the agent already knows exactly what the customer needs, completely eliminating the need for the customer to repeat their problem.
How different sectors take advantage of agentic transfer to transform their customer service.
Top-level AI agent takes the call, diagnoses the problem, attempts basic resolution and when it detects that a specialist is required, it transfers with the complete diagnosis: analyzed logs, steps already attempted, type of error and level of urgency. The specialized technician enters directly into the exact point of the problem without wasting time in re-diagnosis.
The IA agent carries out the initial collection management, identifies the debtor's payment capacity, explores payment options and when it detects a need for special negotiation, transfers to the agent human with full profile: amount owed, initial customer proposal, payment history and authorized trading margin.
In healthcare settings, the AI agent collects symptoms, verifies health insurance and pre-classifies the urgency. When transferring to doctor or nurse, send: reported symptoms, current medications, known allergies, level of urgency assessed and date of last contact. The health professional Come to the conversation fully informed.
The bot qualifies the prospect during the first conversation: company size, budget, specific needs, decision timeline and contact authority level. When transferring to the enterprise sales executive, deliver the complete BANT qualification profile, objections already detected and the most relevant success stories for that profile.
Each component of the transfer system is optimized to ensure that no call is lost and no context is degraded during the handover between agents.
Deploy intelligent voice agents in less than 30 days. No migrations, no downtime, no friction.