Intelligent Agent Handoffs: Routing Control in Multi-Agent Systems with AG2
A customer messages your support system: "My laptop keeps shutting down randomly." The triage agent routes it to technical support. So far, so good. But the tech agent doesn't know whether this is a hardware or software issue, doesn't check the customer's account tier, and when it can't solve the problem, it hallucinates an answer instead of escalating. The customer leaves frustrated. The agent never knew it was supposed to hand off.
This is the handoff problem. And it's harder than it looks.