Human Handoff and the Context Packet

Your voice agent has authenticated a caller, found their order, and the caller has just become angry because the agent misheard the order number twice. A refund of USD 130 (above the USD 100 cap) is the likely outcome. The agent must transfer the call to a human agent.

1. List the triggers that should have fired and the order in which the agent should try fallbacks before transferring.
2. Design the context packet the human receives: fields, what is marked "confirmed" versus "heard", what you deliberately leave out, and how the telephony transfer should work.
3. Estimate what a warm transfer is worth. Assume an average human handle time of 6 minutes at USD 0.681 per minute (loaded cost plus telephony), escalated calls take 1.5 times the average (9 minutes) if transferred cold, a context packet saves 1 minute, 40 percent of calls escalate and there are 300,000 calls a month.
4. How do you know the handoff works?