Asking for a person should mean something
When callers need human help, automation should not become a barrier. OSSA includes handoff in the workflow. The operator should receive the reason for contact and known state rather than forcing the caller to start again.
What the system contributes
When a condition is outside scope, a failure occurs or the caller requests it, the system must be able to transfer to a person with available context. The expected degradation path is toward a human or a safe procedure, not silence or an unexplained hang-up.
Do not wait for everything to fail
An out-of-scope request, contradictory information or unavailable tool can justify transfer. The organisation defines the criteria. Timely handoff may be better service than sustaining a conversation with no reliable way forward.
Test the destination's availability too
The human path must be checked against the switchboard and actual service hours. An agreed procedure is needed when the destination is unavailable. A model saying it is transferring is not enough: the operation must reflect what occurred and must not present a failed connection as completed service.