Handoff is the most undervalued feature in CX-AI. The agent does not need to handle every call; it needs to handle the right ones, and hand off cleanly when the call falls outside its scope.
A clean handoff is not a transfer of audio. It is a transfer of context. The human takes over with the transcript already open, the customer record already loaded, a recommended next action, and an SLA clock that started when the call began, not when the human picked up.
The failure mode is the cold handoff: the agent transfers the call without warning, the human picks up confused, and the customer has to re-explain themselves. That is the worst of both worlds, an AI that did not help and a human who is now playing catch-up.
Vorel handoffs include the transcript, the recommended action, the customer record, and an SLA clock that was already running.