Live Escalated Call
Transferred by the AI Voice Agent via Twilio with customer profile, transcript and summary attached.
Customer Information
Retrieved from Brevo on handover
Amanda Lim
+65 9123 4567
amanda.lim@example.com
Brevo status
Customer Found
Customer tags
- Customer since
- Mar 2023
- Lifetime orders
- 6
- Language
- English
AI Conversation Context
Conversation before escalation
Customer · 10:18:11
I bought a ring online about a week ago but the size doesn't fit. Can I exchange it?
AI Agent · 10:18:20
Goldheart permits eligible items to be exchanged subject to its exchange policy. Let me help check what information you may need.
Customer · 10:18:34
I would rather speak to someone.
AI Agent · 10:18:38
Certainly. I'll connect you with our customer care team.
- ✓ Twilio human handover initiated10:18:40
AI Call Summary
Customer would like to exchange an online ring purchase due to incorrect sizing and requested assistance from a customer service representative.
Detected intent
Exchange & Returns
Suggested next action
Confirm purchase eligibility and advise customer on exchange process.
Agent Actions
Call handling
- Recording active
- Live transcription active
- Post-call survey queued