Direct Answer (TL;DR)
Brilo AI voice agent handles unrelated questions using an out-of-scope workflow. The AI phone call agent's first attempt to answer from its knowledge base and best prompt configuration. If confidence is low or a transfer condition matches, the Brilo AI voice agent plays a fallback message (fallback response) and, when configured, triggers a call transfer to a human via single number or phone book routing. Warm transfers can include a short contextual summary (contextual summary) so the human receiver gets the caller’s context.
Why This Question Comes Up
Call centers get many questions that fall outside approved topics. Leaders want consistent handling so callers do not get wrong answers or repeat themselves. Teams need to know how the Brilo AI voice agent decides “out-of-scope” and how to configure safe escalation for sensitive or complex requests. The goal is reliable automation for routine requests while preserving a clear path to a human.
How It Works
During a call, the Brilo AI voice agent evaluates the caller’s utterance against two things: the agent knowledge base (knowledge base) and the agent prompt configuration (prompt configuration). The Brilo AI voice agent computes an internal confidence estimate (intent detection). If the confidence falls below the configured threshold, or if a transfer condition matches, the Brilo AI voice agent follows the out-of-scope flow. That flow plays your configured fallback message, offers options (retry, transfer, leave a message), and can invoke the call transfer action you defined. Call transfer routing supports a single phone number or a phone book group and supports cold transfer, warm transfer with message, or warm transfer with contextual summary.
Guardrails & Boundaries
Guardrails establish the best guidelines on what the AI agent may and may not do on phone calls. Common guardrails include:
Confidence thresholds that force fallback when intent detection is low.
Explicit safeguarding keywords that always trigger immediate transfer.
Restricted topics that the Brilo AI voice agent must decline to answer.
Do-not-guess policy where the Brilo AI voice agent must not invent facts and must escalate instead.
Administrators configure these guardrails in plain English within the Actions module so the smart agent follows predictable, auditable boundaries even when AI doesn't understand the caller.
Applied Examples
A billing caller asks a product question outside the billing scope. The Brilo AI voice agent uses fallback response and offers transfer to billing.
A caller uses safeguarding language. The Brilo AI voice agent triggers immediate transfer to a human based on the safeguarding condition.
A sales inquiry needs specialist routing. The Brilo AI voice agent matches intent to a department and routes via phone book to the right team, preserving call history so the human starts with context.
Human Handoff & Escalation
Brilo AI voice agent call transfer options are configurable:
Cold transfer (cold transfer): the caller is handed off immediately.
Warm transfer with message (warm transfer): the Brilo AI voice agent notifies the human first then connects the caller.
Warm transfer with contextual summary (contextual summary): the Brilo AI voice agent sends a short summary of intent and captured details to the human before join.
When configured, the Brilo AI voice agent passes call history and captured intent so the receiving human does not start blind. For warm flows, confirm the destination number supports the warm-join mechanism so summaries reach the human.
Setup Requirements
To configure the best out-of-scope handling for an AI phone call agent, you typically provide:
Approved content uploaded to the agent knowledge base.
The agent prompt and explicit fallback examples to tune intent detection.
Actions access for the team member who configures transfer rules.
Phone book entries or single phone numbers for transfer recipients.
Transfer mode selection and mapping rules for topics or departments.
A short fallback script you want callers to hear.
Business Outcomes
When properly configured, Brilo AI voice agent out-of-scope handling reduces caller repetition and improves first-contact continuity. The Brilo AI voice agent preserves context so human agents spend less time collecting basics. Well-tuned fallback and transfer rules reduce incorrect answers and unnecessary escalations. Overall, Brilo AI voice agent capabilities help teams automate routine cases while keeping humans focused on high-value work.
Next Step
Run staged tests and review logs after configuration. Make test calls that include clear out-of-scope questions, best transfer trigger phrases, and safeguarding keywords to verify AI phone call agent behavior. For guided troubleshooting, book a call with our team today.