Bot Handoff and Chat Abandonment

Control proposition

A handoff that transfers the transcript but not the verified account is still a restart. Measure the repeat questions, not only the wait.

Bot-originated chats in a defined quarter, grouped by intent, handoff timing, and human queue.

The unit is one chat or handoff event; linked events are recorded separately.

The following statements explain what the proposed controls are designed to preserve. They are not measured outcomes.

Abandonment after handoff, time to first human reply, repeat-question rate, and the share that returned within a week.

Handoffs fail when the bot does not pass context, when the human queue is understaffed, or when the customer is asked to start over.

NIST Privacy Framework; NIST Privacy Framework
FTC Protecting Personal Information; FTC Protecting Personal Information
Consumer Financial Protection Bureau; Consumer Financial Protection Bureau
Cybersecurity and Infrastructure Security Agency; Cybersecurity and Infrastructure Security Agency
U.S. Department of Health and Human Services; U.S. Department of Health and Human Services
PCI Security Standards Council; PCI Security Standards Council
U.S. Bureau of Labor Statistics; U.S. Bureau of Labor Statistics
U.S. Department of Labor; U.S. Department of Labor
National Institute of Standards and Technology; National Institute of Standards and Technology
Federal Communications Commission; Federal Communications Commission

Use the cited guidance to clarify an input, boundary, review point, or escalation path before expanding the role.