AI Chatbot Human Handoff: Designing Seamless Escalation Architecture for Support Centers

interface SentimentEvaluation {
  isFrustrated: boolean;
  score: number; // -1.0 to 1.0
  urgencyLevel: 'LOW' | 'MEDIUM' | 'HIGH';
}

export async function evaluateHandoffTrigger(
  recentMessages: string[]
): Promise<boolean> {
  const analysis = await analyzeSentiment(recentMessages.slice(-3).join(' '));

  // Immediate escalation triggers
  if (analysis.isFrustrated && analysis.score < -0.5) return true;
  if (analysis.urgencyLevel === 'HIGH') return true;

  const explicitKeywords = ['speak to human', 'agent', 'manager', 'person please'];
  const lastUserText = recentMessages[recentMessages.length - 1].toLowerCase();
  if (explicitKeywords.some(kw => lastUserText.includes(kw))) return true;

  return false;
}