First, having an affordable customized AI agent as backup for our small staff and heavy call volume has been a lifesaver over the past year and a half. During that time, our triage of incoming calls has vastly improved lead conversion percentage and speed. The support is outstanding with rapid response to any reported concerns or questions, and dedication to product excellence. The interface has replaced our manual logs, and PhoneNinjas AI now interfaces with our software so that we can convert the lead into a record in just a few clicks. Each timesaving step has saved hours each month. While a few callers have negative reaction to AI, the majority seem to respond to its natural sounding conversation and information gathering prompts, and some people even end up asking "are you a real person?" which makes me smile. The AI of course is truthful and people seem impressed. Negative reactions are handled smoothly with callers being transferred to live staff and traditional voicemail is used should staff still not be available. AI can also answer multiple calls at once with no slowdown of performance or effectiveness. Review collected by and hosted on G2.com.
There's a learning curve to the AI which requires a bit of patience when starting out. For example, our organization is located in a southern state where people have strong accents. At first, the AI struggled with some of these, but feedback to the development team with screenshots has resulted in strong and steady improvement in the AI's comprehension. However, I can say that I have had employees who had more trouble understanding some of these strong accents than AI after it had been exposed long enough and "learned" patterns. The few people who had very negative reactions received callbacks from our team thanking them for their patience (even if they hadn't had much of it!) and letting them know that what they provided through the phone call was much more valuable than a mere voicemail would have been, so we could finish the referral process much faster. With that and a little humor ("We know you felt frustrated and understand, Mark does try his best but isn't quite a real person yet!), we've been able to get a few laughs and finish on a feelgood note with most of those callers. Review collected by and hosted on G2.com.
