We listened to a handoff. The customer had given the bot their account, the problem, and what they had already tried. The agent picked up and asked for the account number, because her screen opened on a blank search, and the transcript was a scroll she did not trust. She was being careful. The product had made careful look like starting over.
The customer heard a company that does not talk to itself.
the handoff is the screen
When a person joins, they should see the account, the problem in the customer's words, and what has already been promised. Not a confidence score. Not a transcript they have to mine. The next question they ask should be one the customer has not already answered.
If your agents do not trust the summary, fix the summary until they do, or stop showing it. An untrusted summary is worse than none. People work around it, and customers pay for the workaround with their time.
Do not make a person apologize for a conversation your own system just had.
design the moment a person takes it
Write the rule. The bot may collect and answer the known cases. A person takes the case when the bot is unsure, when the customer asks, or when the action is hard to undo. The customer should not have to perform the transfer. The system should.
Then listen to five of those transfers a week. If you hear the account number twice, the screen is still wrong.