Salesforce MVP Hall of Fame (Shivanath Devinarayanan) · Founded 2022
Chatbot to human handoff
One question on every turn: should a person take over now. The bot stops guessing past its depth.
Founded 2022 · Founder in the Salesforce MVP Hall of Fame · Dubai HQ · Kochi studio
- 01Models · Claude, Gemini, OpenAI, Bedrock
- 02Agentic systems · Agentforce, CrewAI, ADK, A2A
- 03Agentic memory · Neo4j, Cognee, IndyKite
- 04Automation and voice · n8n, Retell
- 05Deployment and governance · identity, evals, policy, audit
The stack
How we would assemble it.
The honest no: if the work is a software factory with a named delivery date, we are the wrong partner.
The decision
The decision, drawn.
Noul per turn 'escalate to human' with threshold
Jev · Noul
Should a person take over this conversation now?
- yes
- no
Customer: This is the third time. I want to speak to someone who can actually cancel this.
Noul · yes 0.96
The flow
One chat, and the turn a person steps in.
Each turn
The customer writes to the bot
On the chat platform or in Agentforce.
Jev decides
Should a person take over now
Yes or no, with a probability, on every turn.
Below the line
The bot keeps going
Claude or Gemini carries the conversation while Jev says no.
Above the line
A person takes over
With the conversation so far on the case in Service Cloud.
The job
What has to be true.
Act at 0.85 or higher. Block at 0.15 or lower. Between 0.35 and 0.65, a person decides.
The figure
Builder's figure. Not reproduced by us.
TypeSafe quickstart example ('Escalate to a human now?')
www.jevtypesafeai.com/how-to-useWrite your house rules into the request. When rules were left out, Jev got 5 of 24 right with high confidence (Huryn). Validate thresholds on labelled samples.
Who runs it
Who would run this, and what changes.
Example
Head of customer experience, Dubai online retailer
Today: The chatbot loops on cancellation requests. Customers type "agent" again and again, then leave.
After: The bot hands over when a person should take it, not when the customer gives up.
Retail and e-commerceExample
Guest services manager, Dubai hotel apartments
Today: Website chat handles check-in questions well. It also tries to handle complaints, and makes them worse.
After: A complaint or refund request reaches a person on the turn Jev flags it.
Hotel apartmentsExample
Front desk lead, Abu Dhabi clinic
Today: Patients ask the WhatsApp bot about pain and results, not just appointments.
After: A question your house rules say the bot should not answer goes to the front desk on that turn.
AI agents on WhatsApp
The brief
Name the decision your team makes a thousand times a day.
We read the process and write down where Jev fits, where it does not, and where the line sits.