Our AI Assistant Who Helps When We Can’t Get to the Phone
One thing we recently added in our front office is an AI assistant named Emily. We did this because, like many service companies, we cannot always get to every phone call. That might be after hours or during busy times when call volume is high.
Emily is much more helpful than leaving a voicemail. She can ask questions, gather details, and understand what you need. When you engage with her, we immediately see the transcript and alerts are sent to the right people. That could be dispatch, an operations manager, a salesperson, or me. In many cases, we are reviewing the call before it even ends.
I know some people are uncomfortable talking to a computer, and I completely understand that. If you need urgent help, you can simply say you need someone to contact you right away and we will make that happen. Our goal is never to replace a live person, but to make sure no call goes unanswered.
The good news is Emily keeps learning. When she makes a mistake, we train her. She uses information from our industry, our website, and past interactions, and she continues to get better over time. We have received a lot of positive feedback from customers who engage with her.
Emily is not meant to replace our team. She is here to help when we cannot get to the phone, and we encourage you to give her a chance.
