Confidence Handoff Layer

Escalates to a human before the support bot starts guessing

Problem

Support bots keep answering after they stop being sure, and wrong answers cost more than a clean handoff, leaving customers angrier when they finally reach a person. Teams lack a standard for when to hand off and don't know which questions trigger the most failures.

Solution

Scores confidence and question type before the bot replies, escalates to a human with a summary and reason when risk crosses a threshold, and logs which issues repeatedly trigger handoffs to guide improvements.

Users

SaaS and e-commerce teams running support bots alongside human agents

MVP

Connect to bot conversation logs or webhooks; configure confidence and risk thresholds; notify agents with a summary on trigger; report handoff reasons and top problem categories.

Revenue

Subscription by seat count or conversation volume; also sold as a plugin for existing helpdesks.

Why now

Support bots are everywhere, but their failure costs are just becoming visible. A clear handoff decision layer can slot in without replacing existing systems.