Direct Answer (TL;DR)
The Brilo AI voice agent supports InterruptRecovery by detecting when callers speak over the agent (callers can interrupt the agent), preserving session context, issuing re-prompts and clarifying prompts, and escalating to a human via call transfer when configured conditions are met. Brilo AI's outbound calling capabilities for InterruptRecovery use turn-taking thresholds, confidence thresholds, and intent-driven transfer rules to decide whether to recover the prior question or route the call to a human.
Why This Question Comes Up
Contact centers see frequent interruptions during high-volume windows, on mobile calls, and in noisy environments. Admins want the Brilo AI voice agent to avoid repeating questions, to preserve collected data, and to surface a human when interruptions indicate frustration or an explicit request. InterruptRecovery matters when you need consistent context, lower repeat questioning, and safe escalation paths.
How It Works
The Brilo AI voice agent monitors audio activity and intent signals during each turn. When the Brilo AI voice agent detects an interruption, the agent evaluates recent session context (session context), the confidence of the last user utterance (confidence threshold), and configured turn-taking rules (turn-taking or patience). If recovery is appropriate, the Brilo AI voice agent issues a re-prompt or clarifying prompt that references the last question. If recovery fails or an escalation condition triggers, the Brilo AI voice agent initiates transferring outbound calls or triggering escalation.
Guardrails & Boundaries
Brilo AI voice agent capabilities enforce guardrails so the agent does not guess or mis-route callers. Typical guardrails include:
Confidence thresholds that prevent the Brilo AI voice agent from acting on low-confidence input.
Intent rules that require explicit intent to transfer for immediate human handoff.
Maximum re-prompt counts to avoid looping prompts.
Restricted topic lists where the Brilo AI voice agent uses a safe fallback and escalates.
When the Brilo AI voice agent reaches a boundary, the configured fallback determines whether the call is transferred, voicemail is offered, or a final summary is provided.
Applied Examples
A healthcare contact center uses the Brilo AI voice agent to collect appointment details. If a patient interrupts during confirmation, the Brilo AI voice agent issues one short re-prompt and restores collected fields from session context to avoid repetition.
A bank uses the Brilo AI voice agent to screen fraud reports. If a caller interrupts repeatedly and expresses anger, the Brilo AI voice agent escalates to a human queue using intent-driven call transfer.
After-hours overflow: Brilo AI voice agent applies a conservative InterruptRecovery policy with fewer re-prompts and an automatic voicemail fallback.
Human Handoff & Escalation
Human handoff is intent-driven and rule-based in the Brilo AI voice agent. When handoff is required, the Brilo AI voice agent can perform a cold transfer, a warm transfer with context summary, or a warm transfer that includes the full call history. The Brilo AI voice agent can include the intent summary and captured fields so the receiving human agent does not need to repeat questions. Escalation triggers commonly include explicit “speak to a human” intents, detected frustration, repeated failed re-prompts, or low confidence in required confirmation fields.
Setup Requirements
To configure InterruptRecovery for the Brilo AI voice agent, provide the following:
Admin access to the Brilo AI console and the agent configuration UI.
Mapped session context sources such as CRM fields and any paired text channel so the Brilo AI voice agent can restore conversation context.
Access to the Actions module so you can add Call transfer and escalation rules.
Intent training examples for phrases like “let me speak to someone,” “this is urgent,” and frustrated-language examples.
Noise interruption handling settings and voicemail handling if available to prevent background noise from being treated as interruptions.
Business Outcomes
Proper InterruptRecovery in the Brilo AI voice agent reduces repeated questions, lowers average handle time for human agents, and improves caller satisfaction in outbound calls. Preserving session context reduces caller frustration and avoids data loss during handoffs. Intent-driven escalation ensures that human resources are used for cases that need them, improving operational efficiency.
Next Step
Validate InterruptRecovery in a staged outbound calling test with your Brilo AI voice agent. Update turn-taking, re-prompt counts, and call transfer rules and run live calls with intentional interruptions. If your tenant lacks the Actions module or specific controls, coordinate with your Brilo AI admin or Support to enable the required features. For guided support, book a call with our team today.