AI answers instantly. People handle what matters.
IntelliLine has been a live-agent business for years. The AI is what we added — so the handoff between them is designed, staffed and instrumented rather than treated as a failure state.
A layer, not a fallback
Most deployments treat a human being as what happens when the software breaks. We treat the Human Layer as a deliberate part of the architecture with its own triggers, its own context handoff and its own quality standards. Our professionals are available 24 hours a day, seven days a week, including nights, weekends and holidays, according to each client's service arrangement.
When work routes to a person
- The caller asks for a person
- A high-value opportunity deserves real attention
- The conversation has become complicated or unusual
- The customer is frustrated or upset
- Empathy, discretion or judgement is required
- The AI's confidence is low
- Your policy requires human involvement
- The matter carries financial, legal, privacy or reputational risk
- A warm transfer is the right answer
Our professionals do not provide legal advice, medical advice, emergency response or licensed professional services. They gather information, follow your procedures, and route matters the way you have told us to.
What the professional already knows
Identity and history, before they say hello.
None
The specific trigger, not a vague handover.
None
The conversation so far, summarised.
None
The recommended action, and the authority to take it.
None
Start with a conversation, not a contract.
Thirty minutes. We look at how the work moves through your business today, and where it stops moving.