AI-to-Human Handoffs

1. Conversations come in from all channels

Customers reach out through WhatsApp, Instagram, email, web chat, or any connected messaging channel. Starko collects all messages in one place so nothing is missed.

2. AI handles routine requests first

Starko uses your internal knowledge base to automatically answer common or predictable questions, like order status, delivery estimates, returns, pricing, or basic product info. These are resolved without ever forming a ticket, freeing your team from repetitive tasks.

3. When human attention is needed, a ticket is created

A ticket is created automatically when:

• a customer explicitly requests to speak with a human agent,
• the conversation requires manual handling, exceptions, or escalation,
• or the customer asks for a ticket to be opened.

4. Tickets include full context

Each ticket comes with:

• the full conversation history
• customer information
• any relevant automated responses
• links to related knowledge base articles

This means your agents spend less time asking follow-up questions and more time resolving issues.

5. Smart routing to the right agent

Starko can route tickets based on rules you define, for example:

• technical questions → engineering support
• billing inquiries → finance team
• product issues → product specialist

Routing can use tags, teams, skills, or priority levels so the right person gets the right ticket instantly.

6. Resolve, update, and close

Agents work tickets directly within Starko's unified interface. They can reply, update status, add internal notes, escalate, or follow up, all with full visibility of previous interactions and knowledge references.

7. Analytics and continuous improvement

Every ticket generates data. Starko analyzes ticket patterns to help you:

• identify knowledge gaps
• refine automation
• spot recurring issues
• optimize team performance

Over time, fewer tickets are needed because automation gets smarter and your knowledge base becomes more complete.