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Human Handover
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A human handover (also human takeover, human handoff) is the forwarding of a conversation from a human to a real person. Chatbot to a real human being.
The term Human Takeover is usually used when the conversation is not handed over, but the person actively takes over a conversation.
Trigger for the Human Handover
A human handover can be triggered by different scenarios:
- Explicit question of the beneficiaries for a person
- The chatbot doesn't know the answer to a certain question (default fallback intent is hit)
- The chatbot is not confident enough (low confidence level)
- The sentiment of the users shows a negative value (Sentiment Score)
- A specific intent is made where human intervention is desired or required
- Certain metrics, such as the shopping cart of an online shop, contain products worth > 1,000 €.
Warm/ Cold Human Handover
A warm handover refers to the immediate forwarding of the user to a staff member. The human response is played out to the user promptly and in the same channel.
A cold handover, on the other hand, interrupts the flow of conversation and/or changes the channel. A common example of this is a handover from Facebook Messenger to the email channel.
Tools for Human Handover
A handover can be integrated into various tools:
- Social Media Engagement Tools
- Call Center Software
- Slack / Facebook Messenger
- Human Handover Tools
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Tone of voice
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The tone of voice (or tonality) represents the specific way in which an AI agent in the form of a chatbot or voicebot. It encompasses the choice of words, sentence structure, and general communication style that shape the personality of the digital assistant. A consistent tone of voice strengthens brand identity and significantly influences the user experience in conversational AI.
Elements of tone of voice
The tone of voice of a chatbot or voicebot is determined by several components that together form its linguistic identity. Conscious design of these elements is necessary for coherent communication.
The choice of words and style determine whether formal or informal expressions are used and to what extent technical jargon is employed. Sentence structure is also taken into account, with a decision being made as to whether short, concise sentences or more complex formulations are preferred.
Emotionality and empathy emotionality and empathy also play a role, especially when dealing with user emotions, complaints, or errors. The use of pictograms and emojis can further complement the style and must be handled consistently.
Significance for conversational AI and AI agents
A well-defined tone is crucial to the success of conversational AI applications and AI agents . It strengthens brand identity and promotes recognition. This contributes significantly to establishing a consistent brand message.
In addition, the user experience (UX) is positively influenced. A pleasant and consistent tone of voice promotes user confidence in the digital assistant and increases its acceptance. Misunderstandings can be reduced through clear communication that is appropriate to the context. Consistent application of tone of voice across different channels and AI agents, including chatbots, voicebots, and within workflows, is essential.
Factors for determining tonality
Various factors determine the appropriate tone to use. These include the company's current communication style on other channels, the direct customer approach (e.g., "you" or "you"), the specific use case of the AI agent, and the target audience to be addressed. The company's values, beliefs, and ethical guidelines are also taken into account to ensure stylistic consistency across all forms of communication.
Questions regarding the determination of a good tonality may therefore include the following:
- How does communication with customers currently take place on other channels?
- How are my company's customers addressed? (You)
- Which expression suits my use case?
- Which target group do I want to address with the chatbot or voicebot?
- Which values, beliefs, and ethics does my company embody in terms of communication?
- Which guidelines and guidelines already exist with regard to external presentation?
- Should the chatbot use emojis ?
Control and adaptation in AI systems
The tone of voice of generative AI is shaped by the complex training process and the underlying database. In pre-training, AI systems learn general language structures and contextual relationships.
In the BOTfriends X platform, you can create and use your own AI agent personas, within which the language style is defined in detail. Parameters for this include, for example, the tone of voice, the language characteristics, or the length of the responses.
This AI agent personas are used to generate individual communication patterns and adapt responses to the respective application purpose. Retrieval Augmented Generation (RAG) is often used for company-owned knowledge databases to deliver more accurate and reliable information in the desired tone.
Frequently Asked Questions (FAQ)
How is the tone of voice of a chatbot or voicebot determined?
The tone of voice of a chatbot or voicebot is determined by the company's communication strategy, the target audience, the specific use case, and the style of expression established on other channels. Key design questions include the type of customer approach, the company's values, and compliance with existing guidelines for external communication. These considerations enable the creation of a consistent and brand-appropriate interaction style.
What role does tone of voice play in the user experience?
The tone of voice is very important for the user experience, as it influences how users perceive and accept information. An empathetic, factual, or informal tone of voice can improve interaction and increase trust in the AI agent. An inappropriate tone, on the other hand, can lead to misunderstandings or a negative user experience, especially when dealing with complex or emotional topics.
Can the tone of voice of AI systems be customized?
Yes, the tone of AI systems can be customized. In our BOTfriends X platform, the various aspects of tone are defined in separate AI agent personas that can be used flexibly.
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(Default) Fallback
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In conversational AI, the (default) fallback is a predefined dialogue path that is triggered when the AI agent cannot process a user’s query or the confidence score is too low.
Back when chatbots still used fixed utterances and user inputs were matched to an intent based on predefined example sentences, the fallback served as a crucial safeguard when none of the predefined topics were recognized. The user was then directed to a special dialogue where a predefined response was displayed to prevent hallucinations.
Today, intent recognition has become significantly more flexible thanks to agent-based logic and large language models. An AI agent can respond contextually, resolve ambiguities on its own, and provide meaningful responses even when a query does not fit exactly into a predefined pattern. The concept of a fallback does not lose its importance, but rather shifts. Instead of a rigid intent handler, it is often sufficient today to specify in the instructions prompt how the agent should proceed in unclear situations.
When the fallback is triggered
If the confidence score for an AI agent’s intent recognition falls below a specified threshold, the request is considered unclassifiable. This triggers the fallback dialog, or the AI agent uses the action instructions stored in the prompt to respond to the situation. Typical triggers include incomplete sentences, topics outside the use case scope, or faulty speech recognition in the voice channel.
Even ambiguous inputs, where multiple topics are equally likely, can trigger a fallback. In modern AI agent platforms, the fallback is not viewed as a dead end, but rather as an active dialogue step that guides the user back onto a productive path.
Creating a Good Fallback Response
An effective fallback response follows a clear structure and avoids generic phrases. A three-part structure has proven effective, as it helps guide the user and keeps the conversation going rather than ending it.
- Clarifying the misunderstanding without blaming the user for the failure.
- A reminder of the AI agent's capabilities, to clarify which topics are covered.
- A specific recommendation for action, such as a sample question, a menu item, or transferring the matter to a colleague.
It is also important to vary the wording. If the same phrases are used every time a fallback occurs, the dialogue comes across as robotic, and trust in the agent drops noticeably. Having several alternative responses that rotate randomly or based on context keeps the conversation feeling natural.
Implications for Voice and Chat
In the voice channel, for example, with a voicebot in hotline triage, the fallback is particularly critical. Speech-to-text consistently produces recognition errors, and background noise and dialects further degrade the input signals.
In chat and email channels, user inputs are generally more concise but longer and cover a broader range of topics. In such cases, additional suggestions—such as topic overviews or quick reply buttons—can be displayed to quickly guide the user to the appropriate feature.
Frequently Asked Questions (FAQ)
A fallback is a specific response triggered by an AI agent when it cannot map a user’s input to a specific intent or when the confidence score is too low. It ensures that the agent responds in a controlled manner rather than guessing or remaining silent. This keeps the dialogue stable and coherent even when dealing with unclear queries.
The fallback is always activated when the user’s request cannot be clearly mapped to a defined topic. Typical examples include incomplete inputs, topics outside the scope of the use case, or recognition errors in the voice channel. Even if several topics are nearly equally applicable, a fallback with a follow-up question may be triggered.
A good fallback response clarifies the misunderstanding, briefly reminds the user of the AI agent’s capabilities, and provides a specific recommendation for action. It is important to use a respectful tone that does not belittle the user. Providing several alternative phrasings prevents the response from sounding robotic if the same issue arises repeatedly.
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Voice Bot / Assistant
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A voice bot is a special form of a conversational user interface and is the counterpart to a chatbot. Conversational user interfaces make it possible to communicate with computer systems in natural language. The input and output of a voice bot is realised via spoken language.
The technology of Voice Bots
The computer is able to convert the incoming speech into text using a Speech-To-Text Converter. The converted text is then interpreted and processed by the system using Natural Language Processing. The output of the speech is done by a Speech-To-Text technology.
For example, the Cloud Services Speech-To-Text and Text-To-Speech from Google and other providers can be used to convert spoken language into text.[1]
Application areas of Voice Bots
Classic voice bots are the Virtual Assistants Alexa from Amazon, Siri from Apple and the Google Assistant, which are mainly operated with voice. However, these can also be addressed by text input. Voice bots can also be found in the smart home area, where they can be used to control the lamps or the heating, for example, using voice commands. [2]
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Sources
[1] https://cloud.google.com/speech-to-text/
[2] Gartner IT Glossary, 2019, "Virtual Assistant".
Conversational Map / Conversational Flow
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The conversational map, often referred to as the conversational flow, is a visual representation of the dialogue between a user and an AI agent. It maps out all possible paths a conversation can take: from the initial interaction through content-based branches to error cases and the handoff to a human agent. The map thus serves equally as a design tool, a basis for stakeholder alignment, and a blueprint for technical implementation.
Especially in more complex conversational AI projects, it serves as the foundation for ensuring that voice, chat, and email dialogues are not created haphazardly, but are deliberately designed. Without this visualization, the dialogue design remains hidden within text documents, making it difficult to coordinate effectively between business units, design, and development.
Why a Conversational Map Is Indispensable
A conversational map provides clarity on which issues an AI agent handles and how it responds to typical inputs. Stakeholders from business units, IT, service, and marketing gain a shared view of all conversation threads and can identify gaps, inconsistencies, or unclear wording early on. This allows them to add missing content, address weak points, and eliminate potential barriers to use before they arise in live conversations.
A good map clearly distinguishes between happy paths and edge cases. The happy path describes the ideal scenario, in which a request is immediately understood and resolved. Edge cases show how the agent responds to unexpected inputs, misunderstandings, or missing information. This distinction is essential for ensuring that conversational AI remains reliable in real-world scenarios and doesn’t just perform well in demos.
Structure and typical stages
The creation of a conversational map follows typical steps that span from the greeting to the end of the conversation. This process takes into account the media used, the features, and the desired style: a click-based bot, a free-text dialogue, or a hybrid of the two.
- Welcome message including a greeting, tone of voice, and introduction of the agent, along with a brief explanation of how the system works and the topics covered.
- Content levels with subject-specific branches, such as by intents.
- Error messages and prompts for entries with a low confidence score.
- Back button and navigation links to return to previous steps.
- Handover to a human employee if Knowledge AI or AI workflows are insufficient or if the issue cannot be assigned.
Based on this, dialog logic, buttons, dynamic content, and backend calls are linked together. This creates a consistent blueprint that is later directly implemented in the platform.
Implications for Voice and Chat
In the voice channel, for example, with a voicebot or a phonebot in hotline triage, the conversational map must be designed with particular care. Voice inputs are shorter, often ambiguous, and contain recognition errors from the speech-to-text step. Traditional IVR systems create rigid menu trees without semantic understanding. AI-native voice with multi-agent orchestration, on the other hand, can flexibly switch between specialized agents based on the map, maintain context, and ask targeted follow-up questions without forcing the caller through a series of options.
In chat and email channels, the focus is more on structure and readability. Buttons, cards, and structured lists complement the free-form text, and longer responses can be broken down into several steps. The Conversational Map ensures that the same technical logic remains consistent across all channels. Only the presentation adapts to the respective medium.
Conversational Map in Multi-Agent Setups
In modern conversational AI architectures featuring multiple specialized AI agents, the conversational map serves as the overarching choreography. It displays not only individual dialogues but also the handoffs between agents: from the triage agent to contract management, and from self-service to escalation. Hybrid intelligence is explicitly modeled here by clearly marking the points at which the agent makes autonomous decisions and the points at which reliable business logic is used.
The map is transferred from the design phase to the platform, serves as a reference for optimizations during operation, and provides the foundation for seamlessly adding new use cases without disrupting existing workflows.
Frequently Asked Questions (FAQ)
A conversational map is a visual representation of the dialogue flow between users and an AI agent. It shows all relevant paths, from the greeting through subject-specific branches to error handling and handoffs, and serves as a shared working document for the design, business, and development teams.
These terms are often used interchangeably. In practice, the conversational map provides a general overview of all possible dialogues, while conversational flow typically describes the specific progression of a single interaction. Both perspectives complement each other and are combined in a structured document.
Typical examples include welcome messages, onboarding, levels of technical content, error and query logic, back navigation, and the handoff to a human agent. In addition, media, buttons, and integrated features such as email sending or backend queries are highlighted.
The map is particularly important for voice and phonebot projects because voice dialogs are less forgiving than chat. It helps define concise prompts, clear follow-up questions, and logical escalation paths. This results in a dialogue that feels natural and can also be reliably orchestrated between specialist agents and human teams in multi-agent setups.
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Entity
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Entities are used to extract user information from natural language.
A distinction is usually made between System Entities and custom entities. System entities are entities already contained in the system for addresses, times and numbers, for example.
Custom entities, on the other hand, can be defined by the user and contain, for example, product information or a staff directory, depending on the use case.
Entities in NLP Services
The Entity Recognition is already integrated in the current NLP Services [1][2][3] and is, besides the Intent Matching, the main component of the Natural Language Processing for chatbots.
Example for an Entity Extraction
I would like to order a small Pizza Margherita to Berliner Straße 1.
Entities:
small (Custom Entity pizza_size)
Margherita (Custom Entity pizza_type)
Berliner Straße 1 (System Entity street_address)
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Sources
[1] https://dialogflow.com/docs/intents
[2] https://docs.microsoft.com/en-us/azure/cognitive-services/luis/luis-concept-utterance
[3] https://cloud.ibm.com/docs/services/assistant?topic=assistant-intents
BOTwiki
A
Agent Tools
AI Task
AI Workflows
Aleph Alpha
Artificial General Intelligence (AGI)
C
Channel Connector
Chatbot
Chunking for RAG
Clustering
Collected Data
Confidence Score
CCAI (Contact Center AI)
AI Context
Context Window
Contextual Awareness
Conversational Analytics
Conversational AI Platform
Conversational Copywriting for AI
Conversational Design
Conversational Map / Conversational Flow
Conversational Testing
Custom GPT
Custom Voice
E
F
G
Generative AI
Guided Communication
H
AI hallucinations
Happy Path
Human Handover
Human in the Loop
Hybrid Human Chatbot
I
AI Instructions
Insult Rate
Intent
K
L
LangChain
LangSmith
AI Latency
M
Machine Learning
Markdown Prompts
Messenger Services
Model Context Protocol (MCP)
N
Natural Language Generation
Natural Language Processing
Natural Language Understanding (NLU)
O
On-premises
OpenAI
AI Agent Operations
P
Filler
Phonebots/Voicebots
AI Agent Prebuilts
Prompt Engineering
Prompt Injection
Prompt Jailbreaks
R
RAG (Retrieval-Augmented Generation)
RCS - Rich Communication Services
Rich Media Elements
Reasoning
S
Semantic Search
Sentiment Analysis
Session Initiation Protocol (SIP)
Speech-to-Speech
Streaming Response
System Entities
T
AI Temperature
Text-to-Speech
AI Tokens
Tone of Voice
Agent Tools
Chatbot Training
Training Phrases / Utterances
Transformers
Triage Agent (Routing Agent)
U
Trainings Phrases / UtterancesV
Vector Database
Phonebots/Voicebots
Voice Cloning
W
Wizard of Oz Experiment
Word Error Rate (WER)
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Wizard of Oz Experiment
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In the field of human-computer interaction, the "Wizard of Oz" method refers to a research experiment in which participants interact with a computer system that they perceive as autonomous, but which is in fact operated or partially controlled by an unseen person.
Chatbots and Wizard of Oz
Chatbots are enormously suitable for the Wizard of Oz experiment. In this way, a use case can already be examined for its"chatbot suitability" before implementation. The findings can then be used to iteratively expand existing flows and define new communication strands. In addition, the collected data, such as utterances, can be used directly for the Chatbot Training be used. A mature human handover tool is even able to automatically convert the tested data into a chatbot.
Recommended procedure
- Define different chatbot flows
- Integration of a live chat or an empty chatbot that only triggers a human handover.
- Manual response to user queries
- Derive chatbot flows
- Answering the queries based on the chatbot flows
- Iterative revision and expansion of the chatbot flows
- Manual or automated transfer of the flows into a chatbot builder
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The Wizard of Oz experiment is a UX research method in which users interact with an apparently autonomous system whose responses are formulated by an unseen human. In the context of conversational AI, the method is used to realistically test the dialogues of a planned AI agent before the system goes live. This allows use cases to be validated and real user data to be collected without the NLU model having to be trained yet.
A WoZ test is particularly worthwhile when a new use case for an AI agent is being planned and the requirements for dialogue management or tone are still unclear. The method also helps identify risks early on in sensitive channels such as voice hotlines, where there is little room for error. It is also useful when there is internal disagreement about whether a topic can be automated at all.
The experiment yields both qualitative and quantitative data: typical user comments, response patterns, escalation rates, common misunderstandings, and knowledge gaps. This information is incorporated into intent models, dialogue flows, and Knowledge AI content. As a result, the experiment serves as a direct precursor to the productive training of an AI agent.
While a traditional prototype test evaluates a system that has already been implemented, the Wizard of Oz experiment examines a use case whose logic does not yet exist in technical form. The Wizard replaces the model and provides flexible responses, enabling dialogues that are much more realistic. This yields insights that can be addressed during the early conceptual phase, rather than only becoming apparent after technical implementation.
RCS - Rich Communication Services
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Rich Communication Services (RCS) is a mobile communication protocol standardized by the GSMA and is considered the technical successor to SMS and MMS. Unlike traditional text messages, RCS supports multimedia content, interactive buttons, carousels, and verified sender identities directly within the device’s pre-installed messaging app.
This provides companies with their own channel that doesn't require downloading an app and integrates seamlessly into an AI agent platform . RCS is thus a key component for conversational AI in the messaging environment and complements established channels such as voice and web chat.
How Rich Communication Services Works Technically
RCS runs over the mobile data network or Wi-Fi and uses the RCS profile provided by the mobile carrier. On Android, the system is integrated under the name RBM (Rich Business Messaging); Apple has also incorporated the standard into the Messages app with iOS 18. Businesses do not communicate directly with the end device, but rather through an RCS aggregator that establishes the connection to the carrier networks.
The sender's identity is verified through a verified brand listing that includes a logo, name, and a blue checkmark. This helps reduce phishing attempts and allows recipients to immediately recognize that they are communicating with a verified company.
What types of content does RCS support?
Compared to SMS, RCS offers a much wider range of interactive features. Recipients can view preview images, reply directly, or use buttons to enter a structured conversation. Typical features include:
- Rich Cards with a title, image, description, and multiple action buttons.
- Carousels that display multiple products or dates to choose from.
- Quick replies for predefined options such as Yes, No, or "Please call me back."
- Share locations, files, and maps directly from the chat.
- Read receipts and typing indicators for a conversational experience.
These elements replace unstructured free-form text with clearly structured dialogues, making them a good fit for intent-based intentarchitectures.
Implications for voice, chat, and email
RCS provides a useful addition to the voice channel: a voicebot on the service hotline can send longer selection lists or confirmation links directly to the caller via RCS, rather than simply reading them out over the phone. This transforms the traditional IVR from a “body without a brain” into an AI-native voice solution that routes calls to the appropriate channel in real time.
In a chat context, RCS complements existing web chat and messaging channels without requiring users to install an additional app. For asynchronous communications—such as appointment confirmations, shipping details, or contract documents—which are typically handled via email today, RCS can offer a faster and more measurable alternative because read receipts and response times are transparent.
Frequently Asked Questions (FAQ)
RCS is a messaging protocol standardized by the GSMA for mobile network operators that technically replaces SMS and MMS. It allows for multimedia content, buttons, carousels, and verified sender profiles to be displayed directly within the smartphone’s pre-installed messaging app, without requiring users to install an additional app.
SMS is limited to plain text and very short messages and does not offer any interactive features. RCS, on the other hand, supports rich media, read receipts, and verified brand identities. Unlike WhatsApp, RCS is delivered directly through the mobile carrier and the system messaging app, so no third-party app is required.
RCS is particularly well-suited for structured service interactions such as scheduling appointments, tracking shipments, booking confirmations, self-service inquiries, and transactional notifications. When combined with a voicebot, the channel can also be used to send longer selection lists or confirmations from a phone call directly to a smartphone.
It makes sense to integrate these features via a central AI agent platform, where intents, knowledge AI, and AI workflows are defined once and used across all channels. RCS is then integrated as an additional output channel, running in parallel with voice, web chat, and email. Well-designed multi-agent orchestration is essential to ensure that dialogues remain consistent and that users can switch channels without losing context.
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