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 | Anita Gupta | Pricing beyond agent authority | Buyer portal | 3 min | Rohit Shah |
| P3 | Karthik Khan | Custom specification | Vendor calls | 10 min | Sanjay Patel |
| P2 | Sneha Iyer | Complaint escalation | Vendor calls | 17 min | Vikram Nair |
| P3 | Arjun Joshi | Legal / compliance question | Vendor calls | 24 min | Priya Khan |
| P2 | Divya Reddy | High-value buyer | Buyer portal | 31 min | Rohit Menon |
| P1 | Neha Nair | Repeat follow-up requested | Buyer portal | 38 min | Rohit Joshi |
| P2 | Sneha Menon | Pricing beyond agent authority | 45 min | Neha Nair | |
| P3 | Karthik Gupta | Custom specification | Voice | 6 min | Priya Shah |
| P2 | Sanjay Nair | Complaint escalation | Voice | 13 min | Imran Khan |
| P3 | Neha Shah | Legal / compliance question | Buyer portal | 20 min | Sanjay Shah |
| P1 | Sneha Kulkarni | High-value buyer | 27 min | Fatima Iyer | |
| P3 | Karthik Shah | Repeat follow-up requested | Voice | 34 min | Fatima Gupta |
| P2 | Karthik Desai | Pricing beyond agent authority | 41 min | Vikram Gupta | |
| P3 | Divya Rao | Custom specification | Voice | 48 min | Fatima Menon |
Routing rules
Editable by ops, enforced by Aiera
- Deal value above ₹50 L → senior Buyer merchandiser desk
- Two unresolved objections in one call → team lead
- Any complaint sentiment → service manager within 5 minutes
- Compliance keyword (Buyer code of conduct) → compliance officer
- Repeat caller within 24h → original owner, no re-qualification
Context packets
What the human receives before saying hello
ESC-300 · Anita Gupta
Logistics partner in EU buyers evaluating Replenishment. Aiera captured budget, timeline and delivery slippage as the blocker.
ESC-301 · Karthik Khan
Logistics partner in Ethiopia evaluating Replenishment. Aiera captured budget, timeline and costing as the blocker.
ESC-302 · Sneha Iyer
Buyer merchandiser in EU buyers evaluating Shorts. Aiera captured budget, timeline and quality rejection as the blocker.
ESC-303 · Arjun Joshi
QA auditor in EU buyers evaluating Uniform contracts. Aiera captured budget, timeline and fabric availability 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.