Hannah is Domu's AI voice agent. She answers the phone for First Financial Credit Union, a Domu customer, the way a front-desk rep would.
She handles
Payments, balances, payment arrangements, general questions
She hands to a person
Card entry and unclear contract terms, after she has helped
Fee waivers, fraud, and failed identity checks, right away
H
Hannah
First Financial Credit Union
On a call 0:00
HannahThanks for calling First Financial. I'm Hannah, a virtual assistant. This call is recorded.
CallerHi, I want to make a payment on my car loan.
HannahI can help with that. First I need to confirm it's you. What's your full name?
Hannah answers about 2,400 calls a day.
Every call goes through the same steps: a greeting, an identity check, then Hannah works out what the caller needs.
Inbound callPSTN to Domu Voice Platform
0
calls today
The obvious design was a scorecard.
One number for how good the bot is. Every transfer to a person counts against Hannah.
Resolution rate
0%
Transfers
0Counted as failures
Is every transfer a failure?
Most transfers are Hannah doing her job. A few are mistakes.
Working as intended
Handoff errors
181Channel boundary
115Contract ambiguity
78Customer request
22Repeated request, 3+ turns
10Misunderstanding
0Wrong information
So I designed a division of labour, not a scorecard.
The ops lead sees which work Hannah owns, which she hands off by design, and which always goes straight to a person.
Inbound call
Greeting + disclosure
Identity verification
Intent recognition
Hannah resolves
Hannah assists, then transfers
Straight to a person
Payment
Balance
Arrangement
FAQ
Channel boundary
Contract ambiguity
Fee waivers
Fraud calls
Auth failure 3x
An intended handoff never looks like a mistake.
Each transfer gets a label that says what happened. Errors come with a fix.
Working as intended
Channel boundary
181
Card entry is PCI scope. Hannah verifies the caller, then passes the call to a person. That is the design working.
Handoff error
Repeated request, 3+ turns
22
Suggested fix:
Every number opens the calls behind it.
Working as intended
Channel boundary
181
Recent callsChannel boundary
Call IDTimeOutcome
CLL9d787af714:32Channel boundary
CLL7a118e0213:58Channel boundary
CLL4c90b7d513:41Channel boundary
Channel boundary transfer
CLL9d787af7 · 5m 00s · Agent: M. Torres
Summary
Transfer was right. Hannah spotted a PCI boundary. The handoff package was incomplete: balance and call reason did not reach the agent.
Identity verification4 / 4
Handoff package3 / 5
0:42 · Hannah I can help with that. For card payments I'll connect you with a team member.
0:58 · System Transfer sent without balance or call reason.
Mark as reviewed
Hannah's handoffs are usually intelligent decisions.Sometimes they're genuine mistakes.The platform's credibility comes from telling the difference honestly.
Domu · Hannah