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 | Vivek Kulkarni | Pricing beyond agent authority | Voice | 3 min | Vikram Reddy |
| P3 | Anita Kulkarni | Custom specification | Trade shows | 10 min | Vikram Kulkarni |
| P2 | Sneha Reddy | Complaint escalation | Voice | 17 min | Sanjay Rao |
| P3 | Imran Rao | Legal / compliance question | Trade shows | 24 min | Anita Kulkarni |
| P2 | Pooja Nair | High-value buyer | Email-to-agent | 31 min | Fatima Reddy |
| P1 | Divya Desai | Repeat follow-up requested | 38 min | Rohit Gupta | |
| P2 | Anita Patel | Pricing beyond agent authority | Voice | 45 min | Divya Menon |
| P3 | Pooja Kulkarni | Custom specification | 6 min | Sanjay Desai | |
| P2 | Arjun Patel | Complaint escalation | Email-to-agent | 13 min | Sanjay Shah |
| P3 | Divya Nair | Legal / compliance question | 20 min | Vikram Kulkarni | |
| P1 | Sanjay Gupta | High-value buyer | Trade shows | 27 min | Pooja Shah |
| P3 | Arjun Shah | Repeat follow-up requested | 34 min | Vikram Reddy | |
| P2 | Sanjay Desai | Pricing beyond agent authority | 41 min | Arjun Menon | |
| P3 | Priya Shah | Custom specification | Email-to-agent | 48 min | Fatima Khan |
Routing rules
Editable by ops, enforced by Aiera
- Deal value above ₹50 L → senior Sourcing head desk
- Two unresolved objections in one call → team lead
- Any complaint sentiment → service manager within 5 minutes
- Compliance keyword (Buyer NDA) → compliance officer
- Repeat caller within 24h → original owner, no re-qualification
Context packets
What the human receives before saying hello
ESC-300 · Vivek Kulkarni
Agent house in EU evaluating Piqué. Aiera captured budget, timeline and lead time as the blocker.
ESC-301 · Anita Kulkarni
Agent house in USA evaluating Stretch denim. Aiera captured budget, timeline and moq as the blocker.
ESC-302 · Sneha Reddy
Sourcing head in EU evaluating Stretch denim. Aiera captured budget, timeline and price per metre as the blocker.
ESC-303 · Imran Rao
Product developer in USA evaluating Selvedge. Aiera captured budget, timeline and sustainability certification 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.