Conversational UX
Live Agent
A live agent is a human staff member who interacts with customers via chat or phone. LoyJoy combines AI agents with live agents: simple requests are resolved automatically, complex cases are handed off to humans.
Also known as: Live Chat Agent, Human Agent, Service Representative
Why live agents are still needed
AI agents resolve standard requests case-closing, fast, and around the clock. Complex, sensitive, or escalating cases still benefit from human handling: complaints, individual arrangements, emotionally charged topics.
What a good handover looks like
- Full context: the AI agent passes the transcript, sentiment, and collected data
- Thresholds: measurable criteria for when to hand over
- No break: same interface and identity for the customer
- Return path: live agent can hand the case back to the AI agent
Live agent at LoyJoy
LoyJoy provides live chat as an integral part of the platform. AI agent and live agent share the same dialogue without a media break.