Smart escalation to a human — AI | AutoGo Kenya

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How it works

Some things should never be answered by a machine: a payment dispute, a safety incident, an accident during a trip, a suspended account. When the assistant detects one of these — or simply is not confident enough — it stops answering and offers a handover.

The handover carries your conversation, the booking or listing you were looking at, and the assistant's own summary of the problem to the AutoGo Support agent who picks it up. You start the human conversation already understood.

Urgent categories such as an active-trip safety issue are routed ahead of general queries.

What it can do

Detects low confidence and sensitive topics automatically
Attaches the conversation, booking reference and a written summary
Prioritises safety and active-trip issues over general questions
Lets you request a human at any point, without arguing with a bot

Example prompts to try

Ask these word for word — the AI understands full sentences, so you never need keywords or filters.

“I want to speak to a person about a charge on my card.”
“The driver did not show up and my trip has already started.”
“I was asked to pay the driver directly — is that allowed?”
“My CarHost account was suspended and I do not understand why.”

What it will not do

Handover speed depends on AutoGo Support hours and queue volume
The AI does not make refund or liability decisions — an agent does

Ready to use it?

The AI assistant is available on every page from the spark button in the bottom-right corner.

Contact AutoGo Support Help Centre Talk to a human

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