Rebuilding and restructuring the transfer path between the AI voice agent and live support to improve routing reliability and reduce missed transfer traces.
year
2026
industry
E-commerce
Services
AI Customer Support Agents
Support Triage Automation
Escalation & Live-Transfer Workflows
CHALLENGES
Harmonicaland’s AI voice agent was handling customer calls but the live-transfer path was not consistently reaching the call-forward step. A previous repair attempt had not resolved the deeper routing conflict, leaving 46.3% of eligible transfer sessions without a call-forward trace.
OUR APPROACH
Rebuilding the routing logic between AI and human support.
Before we stepped in, David had already spent hours troubleshooting the issue with Voiceflow’s support team. After a repair was implemented, the production routing issue remained unresolved. Only 53.7% of eligible sessions reached the call-forward step, meaning 46.3% failed to produce a transfer trace.
We audited 332 historical logs across development and production, including 200 production voice sessions. We then rebuilt the live-transfer path around one controlled escalation sequence, increasing transfer-trace reliability to 92.3% during immediate validation and reducing missed transfer traces by 83%.
THE RESULTS
Increasing Customer Acquisition Potential Through Reliable Transfers.
The rebuilt transfer system gives Harmonicaland greater reliability across customer calls. It is built to reduce missed opportunities while increasing acquisition potential through more reliable transfers.
38.6%
Increase in Transfer Reliability
83%
Reduction in Missed Live Transfers
DAUBIX did a great job understanding what was needed and making sure the solutions were the right fit. Excellent communication and great skills. Highly recommended.
David Herzhaft
Founder of Harmonica Land
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