Goldheart Customer Care

My Dashboard

Good morning, Sarah

Calls escalated from the AI Voice Agent arrive here with the customer context, transcript and AI summary already prepared.

Calls Transferred to Me

8

Today

Awaiting Follow-up

5

Across 3 customers

Freshservice Cases Created

12

This week

Average Handling Time

4m 18s

Target 5m 00s

Incoming Customer Handover

Transferred by the AI Voice Agent via Twilio

Ringing
Customer
Amanda Lim
Phone
+65 9123 4567
Language
English
AI Detected Intent
Exchange & Returns
AI Conversation Duration
02:14
Escalation Reason
Customer requested to speak with Customer Service
View AI Conversation

Awaiting Follow-up

Cases assigned to you

  • Ring Exchange Assistance

    Amanda Lim · Exchange & Returns

    FS-10842

  • Loose stone on pendant

    Rachel Wong · Damaged Product

    FS-10831

  • Gold savings balance verification

    Rachel Wong · Account Enquiry

    FS-10820
View all Freshservice cases

How handovers reach you

  1. 1Customer calls the Goldheart hotline (Twilio Voice AI)
  2. 2AI classifies intent and attempts resolution from approved knowledge
  3. 3Human assistance requested or required
  4. 4Twilio transfers the call with transcript, summary and Brevo profile

Transcript and AI summary are always attached.