Human handoff
When Aiera hits the edge of its authority it packages full context and routes the conversation to the right human within seconds.
In queue
Live escalations
Avg pickup
Since routing rules went live
Auto-resolved
Never needed a human
Value in queue
Pipeline waiting
Escalation queue
Sorted by priority then wait time
| Priority | Customer | Reason | Channel | Waiting | Routed to |
|---|---|---|---|---|---|
| P1 | Rahul Gupta | Pricing beyond agent authority | Consultants | 3 min | Priya Joshi |
| P3 | Priya Khan | Custom specification | Voice | 10 min | Priya Rao |
| P2 | Rohit Kulkarni | Complaint escalation | Consultants | 17 min | Sanjay Joshi |
| P3 | Fatima Menon | Legal / compliance question | Voice | 24 min | Rohit Gupta |
| P2 | Arjun Menon | High-value buyer | Voice | 31 min | Sneha Joshi |
| P1 | Karthik Nair | Repeat follow-up requested | Tender portals | 38 min | Arjun Patel |
| P2 | Divya Joshi | Pricing beyond agent authority | 45 min | Karthik Khan | |
| P3 | Divya Gupta | Custom specification | Tender portals | 6 min | Imran Nair |
| P2 | Arjun Patel | Complaint escalation | Consultants | 13 min | Fatima Reddy |
| P3 | Anita Desai | Legal / compliance question | Consultants | 20 min | Karthik Patel |
| P1 | Sneha Rao | High-value buyer | Voice | 27 min | Pooja Kulkarni |
| P3 | Fatima Kulkarni | Repeat follow-up requested | Tender portals | 34 min | Arjun Gupta |
| P2 | Sneha Shah | Pricing beyond agent authority | Voice | 41 min | Vikram Joshi |
| P3 | Neha Gupta | Custom specification | Voice | 48 min | Rahul Rao |
Routing rules
Editable by ops, enforced by Aiera
- Deal value above ₹50 L → senior Plant head desk
- Two unresolved objections in one call → team lead
- Any complaint sentiment → service manager within 5 minutes
- Compliance keyword (Pollution-board norms) → compliance officer
- Repeat caller within 24h → original owner, no re-qualification
Context packets
What the human receives before saying hello
ESC-300 · Rahul Gupta
Municipal officer in Tamil Nadu evaluating ETP. Aiera captured budget, timeline and capex as the blocker.
ESC-301 · Priya Khan
EPC partner in Gujarat evaluating STP. Aiera captured budget, timeline and opex per kl as the blocker.
ESC-302 · Rohit Kulkarni
EHS consultant in Gujarat evaluating ETP. Aiera captured budget, timeline and footprint as the blocker.
ESC-303 · Fatima Menon
EPC partner in Middle East evaluating AMC. Aiera captured budget, timeline and pollution-board timeline as the blocker.
Handback loop
Human outcome trains the agent
- 1Human closes or resolves the conversation in the same thread.
- 2Outcome, pricing exception and language are logged to the CRM record.
- 3Aiera Brain updates the objection playbook and authority limits.
- 4Similar future cases are auto-resolved without escalation.