The AI finished its task, but the customer’s issue is still unresolved. Who owns the next step?

Disclosure: I’m affiliated with a healthcare operations company. A handoff can look successful in the logs while the customer’s problem goes nowhere. Here’s a hypothetical example. A practice decides to outsource revenue cycle management (RCM) and uses an AI agent for billing calls. A patient disputes a charge. The AI captures the details, and the billing partner requests supporting documentation from the practice. That request lands in a shared inbox. The agent’s task is marked complete, but nobody has accepted responsibility for getting the documentation. A week later, the patient calls again and has to explain everything from scratch. The AI may have understood the caller perfectly. The issue still hasn’t moved. I’d want the handoff to establish three things: A person or team has accepted responsibility, rather than simply receiving a notification. The missing information, next action, and response deadline are visible to the people handling the case. There’s a fallback if nobody accepts the handoff or the deadline passes. The customer’s case should stay open even when the agent’s individual task is complete. Those are two different milestones. I’d track cases that stall after transfer and time spent waiting between teams not just whether the agent successfully sent the request. How are you making sure someone actually accepts responsibility after an AI agent hands off an unresolved case?