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Playbooks· 5 min read
Voice and WhatsApp agents: where they help and where they hurt
Conversational agents can answer most first line questions, but a bad handoff costs more than no agent at all. Here is how we decide what to automate.
LogicGridLab Strategy
Advisory team
Customers do not mind talking to an assistant. They mind repeating themselves. The design of the handoff matters more than the model.
Where agents shine
- Order status, delivery times and booking changes
- Qualifying leads before a sales call
- Answering policy questions with a link to the source
- After hours coverage in multiple languages
Where they hurt
- Complaints where the customer wants to be heard by a person
- Anything involving money moving without a confirmation step
- Conversations where the right answer depends on judgment
The handoff rule
When the agent hands a conversation to your team, it sends a short summary, the customer details and what it already tried. Your team should never have to ask the customer to start over.
We review transcripts every week for the first two months and adjust what the agent handles based on real conversations, not assumptions.
