Direct Answer (TL;DR)
Brilo AI voice agent SpeakerSwitch explains whether a different person has started speaking (speaker-diarization). In best practice, the AI phone answering system focuses on intent detection and content-based triggers rather than guaranteed automatic speaker labels. You can configure the Brilo AI voice agent to trigger call transfers or safeties when the conversation changes, using Actions > Call transfer rules, warm transfer metadata, and confidence thresholds to create safe handoffs.
Why This Question Comes Up (problem context)
Calls often include more than one person. A family member, caregiver, or colleague may join mid-call. Operations teams want the Brilo AI voice agent to stop, escalate, or route differently when a new person speaks. Call centers also need safeguards when a second speaker introduces a new concern, such as a safeguarding issue. Buyers ask whether the Brilo AI voice agent can detect that change automatically and what that means for routing and compliance.
How It Works (High-Level)
The Brilo AI voice agent uses speech-to-text and intent detection to evaluate what is said on the call. Brilo AI voice agent call handling features let you attach Actions that run when a detected intent or keyword matches a transfer condition. Rather than relying on explicit speaker labels, the AI phone answering system looks for changes in content or intent and then follows the best configured call flow. Overlapping speech and high background noise make accurate detection harder because voice activity detection (turn-taking detection) and speaker-diarization perform best in clean audio.
Guardrails & Boundaries
Guardrails limit what the Brilo AI voice agent should do when detection is uncertain. Typical guardrails include setting confidence thresholds, restricting automatic actions for sensitive topics, and requiring a human handoff when required details are missing. The Brilo AI voice agent must not guess personal data or legal conclusions. If the Brilo AI voice agent cannot reach the configured confidence level for intent or context, the Brilo AI voice agent should follow the escalation path you define.
Applied Examples
A caller says, “Can I speak to an agent?” and a family member answers. The Brilo AI voice agent uses detected intent to trigger a warm transfer (transfer with context) to a human agent.
A second speaker introduces a safeguarding phrase. The Brilo AI voice agent matches the safeguarding intent and routes to a specialist defined in your Phone book.
A billing question becomes a dispute when a different speaker clarifies an invoice. The Brilo AI voice agent captures the new intent and initiates a transfer to billing with a short summary.
Human Handoff & Escalation
The Brilo AI voice agent supports warm and cold transfers. For warm transfers, the Brilo AI voice agent forwards call history, detected intent, and a short summary as handoff metadata so the human recipient does not need to re-ask basic questions. If the AI phone answering system detects low confidence or overlapping speakers, the Brilo AI voice agent functions best by escalating to voicemail, retry logic, or immediate human takeover depending on your fallback behavior rules.
Setup Requirements
To configure SpeakerSwitch-style behavior with the Brilo AI voice agent you typically provide:
Admin access to the Brilo AI console and the specific agent to edit Actions.
An agent configured for phone channels with the Actions module enabled.
A Phone book with validated destination numbers or agent entries for transfers.
Clear transfer conditions expressed in natural language for intent detection, and optional keyword lists for precise triggers.
Confidence thresholds, retry attempts, and noise-cancellation settings for test calls.
Test numbers and scripted scenarios that include overlapping speech and multiple speakers.
Business Outcomes
When you configure the Brilo AI voice agent for intent-based transfers and warm handoffs, your organization reduces repeated questions, shortens average handle time, and improves customer experience. The Brilo AI voice agent call handling features help ensure that humans receive context, which lowers the chance of dropped transfers and speeds resolution. Proper guardrails also reduce compliance risk by forcing human review for low-confidence or sensitive scenarios.
Next Step
Review the Brilo AI transfer and fallback documentation and then update a test phone answering system to validate behavior with the best multi-speaker scenarios. Start by editing Actions > Call transfer and add an intent-based transfer with warm transfer enabled. If you need assistance on speaker-diarization or custom integration, book a call with our team today.