It’s taken a solid chunk of routine inbound calls off the team’s plate. Callers can either get basic answers right away or be routed to the correct regional contact, so not everything has to reach a person first. After-hours and overflow coverage is noticeably better as well, with fewer missed calls that used to sit in voicemail until the next morning. The call summaries have also been helpful when I’m reviewing what came in across different regions and trying to keep track of the key points. Review collected by and hosted on G2.com.

It still struggles with more complex, or less clearly phrased, questions, and sometimes it hangs longer than it should before handing off. Getting the responses tuned to how our regional teams actually work took more back-and-forth than I expected. The reporting is helpful overall, but it doesn’t go as deep as I’d like when I’m trying to dig into patterns and understand what’s really driving them. Review collected by and hosted on G2.com.