Most businesses need a way to seamlessly transition customers from AI voice agents to human agents—without breaking the flow of conversation. Cold transfers create friction, forcing customers to repeat themselves and leaving human agents scrambling to catch up. Bland built warm transfers to solve this problem.
By briefing live agents before merging calls, providing structured handoffs, and eliminating unnecessary back-and-forth, our warm transfers make AI-driven customer interactions feel natural and intuitive.
What Is a Warm Transfer?
A warm transfer is an AI-to-human call handoff, where an AI voice agent connects a caller to a human personnel while also providing key context before merging the calls. The goal is to create a smoother, more structured transition between the involved parties — without disrupting the customer’s experience.
Here’s how it works:
1: A customer requests a transfer to a human through the AI voice agent (Agent A).
2: A second AI voice agent (Agent B, known as the proxy agent) dials out to the live customer service representative.
3: While waiting for the live agent, the caller may either remain on hold or continue engaging with Bland.
4: Once the live agent answers, Agent B provides a quick summary of the conversation so far.
5: Bland merges the calls, introduces both parties, and exits the conversation.
This added step helps ensure that when a human agent joins the conversation, they are already equipped with relevant information.
Why Warm Transfers Matter
AI voice agents are handling more and more customer interactions, from routine inquiries to payment processing and scheduling. But many conversations still require human intervention at key moments.
The problem? Cold transfers break the flow. When a call is handed off abruptly, the live agent is missing critical context, and the customer is forced to repeat themselves.
Bland’s warm transfers change that. Instead of just connecting calls, our system ensures that:
- Bland delivers a concise, structured summary to the live agent before merging the call.
- Customers are not left in silence or forced to re-explain their issue.
By automating the setup process and structuring the handoff, warm transfers eliminate the common pain points of AI-to-human transitions.
What Warm Transfers Solve
Bland AI designed warm transfers to address a fundamental challenge in AI call centers.
- AI agents are great at handling routine conversations but need to escalate certain interactions.
- Customers expect a smooth transition between AI and human agents.
- Live agents need context before joining a call—not after.
With Bland’s warm transfers, the handoff feels like a continuation of the same conversation, not a reset.
What Makes Bland AI’s Warm Transfers Unique?
Unlike generic call transfers, Bland AI engineered warm transfers for real-world AI call center environments, ensuring that businesses have full control over how AI voice agents handle transitions.
- Dynamic Call Handling – Businesses can choose whether customers hear hold music, keep chatting with the AI, or wait silently.
- Context-Aware Briefing – AI provides real-time conversation summaries to the live agent, ensuring a smooth, informed transition.
Bland’s fully configurable warm transfers allow businesses to tailor AI-to-human transitions to fit their customer journey without disruption.
The Future of AI-Human Collaboration
Warm transfers are a crucial part of the future of AI-driven call automation. By eliminating the gaps between AI and human support, Bland is helping businesses deliver frictionless customer experiences that feel natural, intuitive, and connected.
Ready to optimize your AI call center with warm transfers? Let’s talk.
