Front pagesponsored · five9
Journey Orchestration8h · 13:31 BST · 1 min read
Why AI Handoffs Are Still Failing <a href="https://bitcomme.com/swepco-encourages-customers-to-explore-assistance-options-before-oct-31/” title=”SWEPCO Encourages Customers to Explore Assistance Options Before Oct. 31″>Customers
Businesses are confident their AI-to-human handoffs preserve context, but customers tell a different story. Five9’s Matt Ladley explains why transfers still break down, what a seamless handoff should look like, and how orchestration keeps AI and human agents working as one
In this CX Today interview, Nicole Willing speaks with Mat Ladley, Principal Solution Consultant atFive9, about why AI-to-human handoffs still create friction for customers, despite strong confidence from business leaders.
Five9’s 2026 Business CX Leaders report found that 96 percent of decision makers believe their organization preserves context during AI-to-human handoffs. Yet 83 percent of consumers say they still have to repeat themselves at least sometimes after being transferred.
Ladley discusses the importance of preserving customer context, routing customers to the right person at the right moment, and using orchestration to ensure AI and human agents work as one connected experience.
The interview also includes a demonstration of how Five9’s voice AI agents can authenticate a customer, identify intent and sentiment, detect when a human specialist is needed, and pass relevant context to an agent so the conversation can continue without forcing the customer to start again.
Watch the full interview to learn how better AI handoffs can reduce customer effort, protect trust and help agents handle more complex and emotionally sensitive interactions.
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