AI voice agent: Out-of-scope request handed over to a person
About this demo
A caller asks for work outside the agreed scope. See how the AI voice agent handles the request and what it tells the caller.
Not every request is one the agent should action. Here a caller reports rodents in a back store room, which falls outside the service scope. The agent doesn't raise a work order, and it doesn't drop the call: it passes the request to a person and tells the caller what happens next.
- The call. 10:35. A caller reports a pest problem at the airport retail store and needs it dealt with immediately.
- Handed over, not dropped. The agent marks it urgent, explains it's outside the standard scope, passes it to the helpdesk team and gives a reference.
- The review queue. The request lands in the human review queue, tagged out of scope, with the call details and an urgency flag.
- A person decides. The helpdesk manager gets a WhatsApp alert and books a pest control vendor for the same day, as work order 29.
- The caller hears back. 13 minutes after the call, the caller learns a specialist is booked for that afternoon.
Transcript
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From a phone call to a closed job, this request isn't something the agent can action. So, watch how it reaches the right person instead of being dropped. 10:35. This time it's the airport retail store.
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Facilities helpdesk. How can I help?
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Hi, David Harris from Northwind Retail. We have a pest control issue at airport retail. There are rodents in the back store room and we need this dealt with immediately.
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I understand, David, and I've marked this as urgent. It falls outside our standard service scope, so I've passed it to the helpdesk team to review. You'll hear back shortly. Your reference is H-- I06. No work order, it shouldn't raise, and no dropped call. David knows exactly what happens next. 10:36. The request is in the human intervention queue tagged out of scope alongside exceptions that came in by email one queue whatever the channel.
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It carries everything from the call, the reason it was routed and an urgency flag because David said immediately. No work order yet. That's a decision for a person. Omar gets the alert on WhatsApp and raises a vendor job with ShieldGuard Pest Control for today. It becomes work order 29.
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10:48 13 minutes after he called, David hears back, "A specialist is booked for this afternoon." Out of scope, never out of sight. No work order and still nothing dropped. The request reached a person and the caller heard back.
What it takes off your team
- No work order raised that shouldn't be
- Out-of-scope requests reach a person with the full context
- The caller hears back in 13 minutes
