# Customer Service with Salesforce Live Agent handover

**“Everything that can be automated will be automated”** - that statement that has proved true many times. Making backend systems easily accessible via Conversational AI is a powerful driver for automation. But what about cases where automation is (yet) impossible or maybe undesired?

When a customer feels stuck in a conversation or expresses the intent to talk to a human agent, the bot should respond accordingly. The crucial part of the user experience: **Seamlessly transitioning between bot and human agent** in a way that’s transparent, frictionless and efficient. In other words: A sophisticated Virtual Agent should know its limits and be a true team player.

Check out the video below to see how a Virtual Agent powered by Cognigy.AI works hand in hand with a human customer service representative. This demo shows an integration with [Salesforce, a leading CRM platform](https://www.salesforce.com/blog/improve-online-customer-service/): The human agent uses **Salesforce Live Chat** to interact with the customer, has a 360° view of available data and also full insight into the preceding bot communication.

Customer Service with Salesforce Live Agent handover - YouTube

Tap to unmute

[Customer Service with Salesforce Live Agent handover](https://www.youtube.com/watch?v=kUTq7guTods) [NiCE Cognigy](https://www.youtube.com/channel/UCR2RYQDd-z23CN2iu4LhjKQ)

NiCE Cognigy 2.97K subscribers

**Additional resources:**

- [Sources on Github: Cognigy.AI Salesforce Live Chat handover](https://github.com/Cognigy/Extensions/tree/master/extensions/salesforce)
- [Salesforce Resources on Sales Management](https://www.salesforce.com/resources/articles/sales-management/)

## See our AI Agents in Action

Transform your customer service with Generative and Conversational AI

[GET A DEMO](/content/get-demo "GET A DEMO"/index.html)

by: [Alexander Teusz](/content/resources/showcases/author/alexander-teusz/index.html)

## AI Agents for your Business

Talk to one of our experts and start your journey to customer service loved by everyone

[See a Demo](/content/get-demo "See a Demo"/index.html)