AI Handoffs Are Breaking Trust, Concentrix Warns

AI agents are handling more customer conversations than ever, but what happens when automation reaches its limit?In this CX Today interview, Nicole Willing speaks with Craig Cotton, Global VP of Product Management at Concentrix, about one of the most important moments in the modern customer journey, the handoff from AI to a human advisor.Cotton explains why brands risk damaging customer trust when customers have to repeat information after a failed bot interaction, and why even a small failure rate can create millions of poor experiences at scale. Cotton also explores the operational gaps behind broken handoffs, from telephony and CCaaS integrations to missing AI summaries, poor queue visibility, and a lack of ongoing quality assurance.The discussion covers what a well-executed handoff should look like, why AI agents need the same onboarding, coaching, QA and brand training as human advisors, and how real-time sentiment analysis can help companies recover a negative customer experience before it becomes a loyalty problem.