Sully.ai is designed with human handoff built in, so patients are never stuck with AI when they need help. The system can detect signals like repeated questions, negative sentiment, explicit requests for a human or failed task completion. When this happens, the AI escalates the interaction to a live staff member via your existing phone system or workflow.

The conversation context is passed along so staff don’t need patients to repeat themselves. This ensures patient experience stays respectful and efficient, even in high-friction moments. In short, the AI handles routine work, but knows when to step aside.