SonAIra
Platform · Interaction

AI where it helps. Humans where they matter.

Watch a conversation move from AI to human and back - with full context, sentiment, and intent traveling along.

AI Agent
Sonaira · Voice
Listening
  • Greets · qualifies intent
  • Verifies identity · loads CRM
  • Confidence dropping - preparing handoff…
Confidence
Sentiment
handoff
Human Agent
Maya · Tier-2 Support
Joining…
Context packet ready: summary, transcript, sentiment trend, suggested resolution.
  • AI summary
  • Suggested reply
  • Past 30 days
context · sentiment · intent · transcript
See live handoff Step through it below

Handoff principles

Four rules that make handoff feel invisible.

Confidence thresholds

When AI intent confidence drops below your bar, the conversation routes to a human automatically.

Context packets

Every handoff carries a summary, transcript, account state, and suggested next action - humans never start cold.

Sentiment triggers

Frustration, repeated words, or escalation phrases trigger handoff before the customer asks.

Customer-requested

“Speak to a person” works instantly - no menus, no waiting on a callback queue.

Bad handoff vs. Sonaira handoff

The difference is context, not effort.

Without Sonaira
  • Customer
    I've already explained this three times.
  • Agent
    Can you tell me your account number again?
  • Customer
    ...this is exactly why I'm frustrated.
With Sonaira
  • Customer
    I've already explained this.
  • Agent
    I see - I've got your full transcript and notes. Let's fix the duplicate charge from May 14.
  • Customer
    Wait, you already know? Thank you.

Agent assist

What your human sees the moment they pick up.

Sonaira's assist panel is the difference between “starting over” and “stepping in.” Every screen is pre-loaded with everything the AI already knows.

  • AI-written summary of the conversation so far.
  • Sentiment trend across the call, not just a snapshot.
  • Suggested replies, policy quotes, and KB articles inline.
  • Past interactions across voice, SMS, email, and chat.
AI summary

Customer reports a duplicate charge from May 14 ($89.00). Identity verified. Intent: refund. Sentiment trending negative. Suggested action: refund within policy + send confirmation email.

Sentiment
Suggested reply
"I see the duplicate from May 14 - refunding now and sending confirmation."
Past 30 days
  • 📞 Voice · resolved12d
  • 💬 SMS · renewal18d
  • ✉️ Email · invoice24d

Trigger library

Every reason a human steps in.

Trigger
What it does
Channels
Confidence < threshold
AI intent confidence drops below your configured bar.
All
Negative sentiment
Two-strike sentiment dip or specific escalation phrases.
Voice · Chat · SMS
Customer request
Phrases like “speak to a person” or pressing 0 on voice.
All
VIP segment
Account is flagged VIP or high MRR - humans always answer.
All
Time-on-call
Conversation exceeds N minutes without resolution.
Voice · Chat
Compliance keyword
Words like “cancel”, “lawyer”, “refund > $X”.
All
Tool-call failure
External system (CRM, billing) returns an error.
All
Manual override
Supervisor pulls the conversation into a human queue.
All

Questions, answered

How handoff actually works.

Optional. Sonaira can announce the transfer or do it silently - your call. Either way, the human picks up with everything the AI knew.

Effortless escalation. Zero context lost.

See a live demo of AI-to-human handoff - and the assist panel that makes humans look superhuman.

Book a DemoTalk to Our TeamNext: Workflow Automation