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 | Rohit Reddy | Pricing beyond agent authority | 3 min | Neha Gupta | |
| P3 | Sneha Gupta | Custom specification | D2C site | 10 min | Sanjay Nair |
| P2 | Rohit Shah | Complaint escalation | Store CRM | 17 min | Rohit Khan |
| P3 | Priya Kulkarni | Legal / compliance question | Store CRM | 24 min | Meera Desai |
| P2 | Neha Khan | High-value buyer | 31 min | Sanjay Shah | |
| P1 | Sanjay Gupta | Repeat follow-up requested | 38 min | Rahul Joshi | |
| P2 | Priya Khan | Pricing beyond agent authority | Marketplace | 45 min | Karthik Iyer |
| P3 | Vikram Patel | Custom specification | 6 min | Imran Reddy | |
| P2 | Karthik Gupta | Complaint escalation | Marketplace | 13 min | Fatima Nair |
| P3 | Fatima Reddy | Legal / compliance question | 20 min | Rohit Joshi | |
| P1 | Vikram Reddy | High-value buyer | Store CRM | 27 min | Pooja Patel |
| P3 | Imran Shah | Repeat follow-up requested | Store CRM | 34 min | Arjun Joshi |
| P2 | Pooja Khan | Pricing beyond agent authority | 41 min | Arjun Khan | |
| P3 | Rohit Desai | Custom specification | D2C site | 48 min | Priya Patel |
Routing rules
Editable by ops, enforced by Aiera
- Deal value above ₹50 L → senior Loyalty lapsed desk
- Two unresolved objections in one call → team lead
- Any complaint sentiment → service manager within 5 minutes
- Compliance keyword (Marketing consent) → compliance officer
- Repeat caller within 24h → original owner, no re-qualification
Context packets
What the human receives before saying hello
ESC-300 · Rohit Reddy
Loyalty lapsed in Metro NCR evaluating Sneakers. Aiera captured budget, timeline and price vs discount as the blocker.
ESC-301 · Sneha Gupta
High-value repeat in Tier-2 cluster evaluating Denim. Aiera captured budget, timeline and size availability as the blocker.
ESC-302 · Rohit Shah
Gifting buyer in Tier-2 cluster evaluating Knitwear. Aiera captured budget, timeline and return policy as the blocker.
ESC-303 · Priya Kulkarni
Gifting buyer in Metro NCR evaluating Denim. Aiera captured budget, timeline and delivery time 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.