AI company ElevenLabs has announced a new feature called “Agent Transfer” that lets AI assistants share conversations with each other. The announcement came Monday on X (formerly Twitter) and aims to improve customer support for businesses. This new tool allows one AI assistant to pass a customer’s conversation to another specialized assistant while keeping all the conversation history, according to Gadgets360.
Conversational AI now enables seamless call transfers between agents.
This allows different teams within your company to develop specialized agents in parallel—each with its own knowledge base and tools. pic.twitter.com/mlk3YRwy2p
— ElevenLabs (@elevenlabsio) April 21, 2025
What Are AI Assistants and Why This Matters
AI assistants are computer programs that can talk with people like a human customer service agent would. Before this update, these assistants often worked in isolation – creating what experts call “data silos” where information gets stuck and isn’t shared between systems.
The new Agent Transfer feature works like when a human customer service rep transfers your call to a specialist. Instead of starting over, the new AI assistant already knows what you’ve been discussing, saving time and avoiding the frustration of repeating yourself.
Key Benefits
- Saves time – customers don’t need to repeat information when transferred
- Improves accuracy – each AI can specialize in different topics
- Reduces frustration – creates a smoother customer experience
- Breaks down information barriers – helps different systems work together
How It Works
| Feature | What It Does |
|---|---|
| Transfer Tool | To enable agent transfer, select the ‘transfer_to_agent’ system tool under the Agent tab and choose ‘Transfer to AI Agent.’ Optionally, add a custom description to guide the LLM, or leave it blank to use the default transfer rules. |
| Transfer Rules | Set up rules for transferring conversations to other agents by specifying the target agent and the conditions under which the transfer should happen, like inquiries about billing or technical support. The LLM uses these conditions and the tool description to determine the appropriate agent for the transfer. |
| Recommended AI Models | Works best with advanced models like “gpt-4o” or “gpt-4o-mini” that are better at using tools |
This feature is currently available only for enterprise (large business) customers. Companies can set up different AI assistants with unique specializations – like one for billing questions and another for technical support.
In conclusion, ElevenLabs’ Agent Transfer feature represents an important step in making AI assistants work more like a team of humans rather than isolated individuals. By sharing conversation history between different AI specialists, companies can create smoother customer support experiences that avoid the common frustration of having to repeat information when transferred between departments.
