A reliable hybrid support system always has a clear owner for the next reply. If the AI is handling the conversation, staff may observe without triggering duplicate responses. When a human takes over, the AI should stop immediately. Give the human the full relevant conversation context and, when helpful, an AI-generated summary or suggested reply. If the human returns the conversation to AI, the AI should read the current history before responding again. Escalation criteria should be configurable and measurable. Common triggers include a direct request for a human, repeated failed answers, complaints, sensitive topics, sales opportunities and customer-defined keywords.
Put these ideas into practice.
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