Brilo AI performs warm transfers to humans by escalating active calls when configured triggers are met, then passing session context, recent transcript excerpts, detected intent, and extracted entities to the receiving human agent. Warm transfers preserve caller context (so the caller does not repeat information), support availability checks before completing the handoff, and can be automatic or caller‑requested depending on your configured transfer rules. You control the behavior through escalation settings, confidence thresholds, and call transfer destinations in the Brilo AI console.

How should I ask this? — How does Brilo AI send a caller to an agent?

Brilo AI can perform a warm transfer to a human by routing the call and sending context metadata so agents see intent and recent transcript.

Can Brilo AI escalate calls automatically?

When enabled, Brilo AI triggers warm transfers based on confidence thresholds, safety rules, or explicit caller requests.

What information is passed during a warm transfer?

Brilo AI includes caller intent, key entities, and session metadata in the handoff so humans can pick up the interaction without repeating questions.

Enterprises ask about warm transfers to humans because continuity matters for regulated sectors like healthcare and banking. Callers who must speak with a human expect the agent to know prior context; repeating sensitive details increases friction, risk, and time to resolution. Buyers want predictable escalation behavior, auditability of what was passed to human agents, and clear configuration controls for when Brilo AI should escalate.

When configured, Brilo AI evaluates call state in real time and applies escalation rules. Common triggers include low confidence scores for intent detection, explicit caller requests to speak to a person, or detection of regulated or sensitive topics. On a warm transfer, Brilo AI attempts to confirm human agent availability, then transfers the active session and delivers a handoff payload containing the recent transcript, detected intent, extracted entities, and session metadata.

Session context is the set of recent utterances, detected intent, and metadata carried with a call to keep the conversation continuous. Transfer metadata is the structured handoff package (intent, entities, transcript snippets) sent to the receiving human or downstream system.

For technical details on common escalation behaviors, see the Brilo AI guidance on what happens when the AI is unsure: Brilo AI escalation and uncertain-call behavior.

Brilo AI’s warm transfers should be limited by explicit escalation rules and safety checks. Do not rely on automatic escalation without testing configured thresholds. Common guardrails include:

In Brilo AI, confidence threshold is the configured level below which the system considers a prediction uncertain and may trigger a handoff. For configuration and tuning recommendations on intent accuracy and thresholds, see: Brilo AI accuracy and tuning guidance.

Healthcare example

A patient calls to reschedule an appointment but mentions complex symptoms. Brilo AI tries to confirm intent and gather non‑sensitive scheduling details; if clinical content or low confidence is detected, Brilo AI performs a warm transfer to a nurse triage line and passes the appointment context and transcript excerpt.

Banking / Financial services example

A customer asks about a potentially fraudulent transaction. Brilo AI detects keywords related to fraud and low confidence in account verification; it initiates a warm transfer to a fraud specialist and includes the transaction ID, detected intent, and recent caller statements so the specialist can act immediately.

Insurance example

During a claims call, Brilo AI extracts claim number and incident date. If the caller requests an agent or the intent confidence is low, Brilo AI performs a warm transfer to claims support, handing off the extracted entities and transcript snippet to speed verification.

Brilo AI supports multiple handoff flows:

Handoff behavior is governed by routing rules and transfer destinations. Brilo AI can:

For help tuning intent detection and mapping transfer fields, see: Brilo AI intent detection and setup guidance.

Properly configured warm transfers with Brilo AI reduce repeat questioning, speed resolution, and improve agent efficiency by providing context up front.

For regulated environments, warm transfers reduce exposure risk by minimizing unnecessary sharing of sensitive details while enabling structured metadata passing for compliant handling. Operational benefits typically include shorter average handle times for escalated calls and improved caller satisfaction when the handoff preserves context.

How is a warm transfer different from a cold transfer?

A warm transfer passes structured context (intent, entities, recent transcript) to the receiving human so they can continue without repeating questions. A cold transfer simply connects the call without context and can lead to longer resolution time.

Can Brilo AI automatically transfer calls when confidence is low?

Yes. When enabled, Brilo AI can trigger automatic warm transfers based on configured confidence thresholds or specific keywords. You must configure these thresholds and test them in your environment.

What data is included in the handoff payload?

Handoff payloads typically include detected intent, extracted entities, recent transcript excerpts, and session metadata. You control which fields are passed and can apply redaction rules for sensitive data.

What happens if no human agent is available?

Brilo AI can be configured to retry, route to an alternate queue, leave a voicemail, or schedule a callback. Define fallback behavior in your transfer rules to avoid dropped or misrouted escalations.

Are transfers logged for auditing?

Yes; Brilo AI records transfer events and the associated metadata for operational review. Confirm your logging and retention policies in your console and compliance documentation.