The Referral Engine
Jul 17, 2026 - 10:17
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The Handoff Problem
The bot was fine. The agent was great. The customer was still left furious — because of the handoff between them. In this episode, Joseph Michelli makes the case that AI-to-human escalation, not the bot itself, is the re...
About This Episode
The Handoff Problem is an episode from The Michelli Experience by Dr. Joseph A. Michelli. The bot was fine. The agent was great. The customer was still left furious — because of the handoff between them. In this episode, Joseph Michelli mak...
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This episode belongs to The Michelli Experience.
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Episode Details
Published Jul 24, 2026, 9:51 long, audio available.
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