How do I pass a customer from AI to a person so they do not have to start again?
Sending a difficult case to a person is only part of the service decision. The customer still needs to know someone has accepted the work, and the employee who gets it needs enough context that the customer doesn't repeat the whole request.
A transfer works when responsibility and useful context travel together. Decide what the receiving employee needs to see: the customer's stated problem, the relevant verified facts and the steps already attempted. Label whatever's unresolved, and don't present a generated summary as a complete record.
The employee should get access through approved systems. Don't copy sensitive information into a new location just to make the transfer easy.
The customer needs to hear what's next
Say what will happen next, and use a response expectation the team can support. If the case has only entered a queue, don't promise an immediate answer.
What to try this week
During your trial, take real escalated cases to the receiving team. Ask whether they can tell why each case was escalated and what the customer has already been told, and whether the customer had to repeat the request.