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Perspectives from VideoEngager on AI, customer experience, and the human moments in between.

What happens in the three seconds before an AI agent hands off to a human
July 15, 2026
What happens in the three seconds before an AI agent hands off to a human
A great AI conversation means nothing if the handoff loses everything. The three seconds between AI and human decide whether customers trust you.
Your AI knows when to escalate. Does it know how?
July 22, 2026
Your AI knows when to escalate. Does it know how?
AI orchestration is getting good at deciding when to escalate. Almost nobody has solved what happens next — executing the escalation without losing the customer.

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