Coach a Better Handoff
Create a handoff summary that preserves issue, actions tried, evidence, and next owner. through a dialogue activity.
Customer C Customer in chat 1 Open 2 Clarify 3 Commit Nora takes over a chat at minute 27. The customer writes, "I already explained this twice." The AI summary says "customer has login problem," but omits the SSO domain, the error code, and the fact that reset email already failed. The line you choose changes whether AI speeds resolution or compounds confusion. 4P handoff shape 30s to next action Summarize conversation move Customer-service summarization is not generic note-taking. The TweetSumm work on customer-care dialogue summarization frames the job clearly: summaries help other agents handle the same customer or issue…
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