Direct Answer (TL;DR)
Yes. Brilo AI voice agents can escalate calls based on detected keywords or, more reliably, on detected intent. The best AI voice assistant for customer support will transfer the call when it recognizes specific words (keyword match) or when it infers the caller’s goal from conversation (intent detection). You can configure transfer actions (call transfer) to run immediately or after clarifying questions, choose warm transfers (warm transfer) or cold transfers (cold transfer), and attach context so the human receives a summary before joining.
Why This Question Comes Up (problem context)
Contact centers and business lines need predictable handoffs using the best AI voice assistant for customer support. Buyers ask whether escalation is brittle (only exact words) or robust (understands meaning). Decision-makers want transfers that avoid needless escalation, protect for safety or compliance, and preserve caller context so human agents don’t repeat work. Brilo AI voice agent capabilities are built to address these concerns through configurable transfer rules, confidence thresholds, and handoff metadata.
How It Works (High-Level)
Brilo AI uses conversation analysis and configurable actions for customer support:
The Brilo AI voice agent listens to live speech and maps utterances to intent (intent detection) or checks for explicit keywords (keyword match).
When a transfer condition is met, the Brilo AI voice agent triggers a transfer action (call transfer) you defined in Actions.
For warm transfers (warm transfer), the Brilo AI voice agent dials the destination, delivers a short contextual brief pulled from the call (handoff metadata), and then connects the caller.
For cold transfers (cold transfer), the Brilo AI voice agent connects the caller directly without an agent briefing.
Transfers respect confidence thresholds and retry/fallback rules so escalation is consistent and auditable.
Related technical terms used in this article: intent detection, keyword match, call transfer, warm transfer, cold transfer, phone book, confidence threshold, handoff metadata.
Guardrails & Boundaries
Brilo AI voice agent capabilities operate inside explicit guardrails you configure:
Allowed topics: define which intents the Brilo AI voice agent may escalate and which it must resolve or decline.
Safety and compliance: designate intents or keywords that force immediate escalation (for example, safeguarding language); include escalation-only rules where required.
Confidence thresholds: set minimum confidence for automatic transfers; below threshold, the Brilo AI voice agent can ask clarifying questions or route to a human.
Retry and fallback: configure how many attempts the Brilo AI voice agent makes for warm transfer dialing and whether it falls back to cold transfer or voicemail.
Data minimization: control what context the Brilo AI voice agent shares in the warm-transfer summary to comply with privacy rules.
Applied Examples
Immediate human request: The Brilo AI voice agent transfers when a caller says, “I want to speak to someone” (plain language) and the intent detection confirms a human-request intent.
Safety escalation: The Brilo AI voice agent immediately escalates on safety-related language (safeguarding trigger) and follows your configured escalation workflow.
Team routing: The Brilo AI voice agent routes billing intents to the billing phone book (phone book) and technical intents to a technical support group.
Frustration detection: The Brilo AI voice agent escalates when sentiment and intent indicate high frustration, using a higher confidence threshold to avoid false positives.
Warm handoffs: The Brilo AI voice agent provides a two-sentence summary to the on-call rep before connecting, reducing repeat explanation.
Human Handoff & Escalation
Brilo AI voice agent call handling preserves context:
Context transfer: The Brilo AI voice agent includes recent dialog, resolved intents, and key entities in the warm-transfer summary (handoff metadata).
Transfer sequencing: For warm transfers, the Brilo AI voice agent dials the human, plays the brief summary, and then bridges the call; for cold transfers, the Brilo AI voice agent bridges immediately.
Routing logic: Use phone book targets (phone book) to represent teams or escalation groups; the Brilo AI voice agent selects the best destination per your rules.
Audit trail: Transfer events and reason codes are logged so you can analyze transfer frequency and outcomes.
Setup Requirements
To configure keyword- or intent-based escalation in the best ai voice assistant for customer support, prepare the following:
Admin access to the Brilo AI console and the specific agent you will modify.
Defined transfer targets: verified destination phone numbers and phone book entries for teams.
Approved agent instructions and fallback rules in the agent prompt to guide the Brilo AI voice agent.
A list of escalation conditions written in plain English (the Brilo AI voice agent uses intent detection and natural language conditions).
Warm-transfer settings and summary templates if you want handoff metadata delivered.
Confidence thresholds, retry behavior, and fallback rules for unreachable reps or failed warm transfers.
For guidance on controlling uncertain behavior and warm-transfer setup, see our call handling guide when AI is unsure.
Business Outcomes
When configured correctly, Brilo AI voice agent call transfer features can:
Reduce customer effort by preserving context during handoffs.
Lower misroutes and dropped transfers through phone book routing and retry logic.
Improve resolution speed with warm-transfer briefing and intent-aware routing.
Provide measurable transfer analytics so operations can optimize thresholds and routing rules.
Ensure safer handling of sensitive intents by enforcing escalation guardrails.
Next Step
If you’re ready to configure rules, open the Brilo AI console, edit the target agent’s Actions > Call transfer, and add transfer conditions in plain English as described above. Review capabilities of the best AI voice assistant for customer support and its use cases to align your routing strategy. If you need guidance on failover and system resilience for transfers, book a call with us today!