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 | Fatima Khan | Pricing beyond agent authority | 3 min | Sanjay Reddy | |
| P3 | Karthik Khan | Custom specification | Broker network | 10 min | Neha Nair |
| P2 | Divya Nair | Complaint escalation | Broker network | 17 min | Rohit Reddy |
| P3 | Anita Desai | Legal / compliance question | Voice | 24 min | Anita Desai |
| P2 | Arjun Iyer | High-value buyer | 31 min | Anita Desai | |
| P1 | Priya Patel | Repeat follow-up requested | Broker network | 38 min | Divya Reddy |
| P2 | Pooja Desai | Pricing beyond agent authority | Broker network | 45 min | Fatima Shah |
| P3 | Sneha Iyer | Custom specification | Broker network | 6 min | Priya Khan |
| P2 | Arjun Reddy | Complaint escalation | Portals | 13 min | Anita Iyer |
| P3 | Divya Reddy | Legal / compliance question | Voice | 20 min | Anita Kulkarni |
| P1 | Divya Patel | High-value buyer | 27 min | Sanjay Menon | |
| P3 | Divya Nair | Repeat follow-up requested | Broker network | 34 min | Fatima Joshi |
| P2 | Priya Gupta | Pricing beyond agent authority | Site walk-in | 41 min | Rohit Kulkarni |
| P3 | Fatima Gupta | Custom specification | Broker network | 48 min | Vikram Kulkarni |
Routing rules
Editable by ops, enforced by Aiera
- Deal value above ₹50 L → senior End-user family desk
- Two unresolved objections in one call → team lead
- Any complaint sentiment → service manager within 5 minutes
- Compliance keyword (RERA registration numbers) → compliance officer
- Repeat caller within 24h → original owner, no re-qualification
Context packets
What the human receives before saying hello
ESC-300 · Fatima Khan
Broker in NRI - USA/GCC evaluating Retail high-street. Aiera captured budget, timeline and ticket size as the blocker.
ESC-301 · Karthik Khan
End-user family in Bengaluru evaluating Premium villas. Aiera captured budget, timeline and rental yield proof as the blocker.
ESC-302 · Divya Nair
Corporate tenant in Ahmedabad evaluating Property management. Aiera captured budget, timeline and possession risk as the blocker.
ESC-303 · Anita Desai
End-user family in Gandhinagar evaluating Property management. Aiera captured budget, timeline and maintenance charges 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.