Inbound AI
AI-powered inbound call handling and routing
587
AI-Handled Calls
of 600 total inbound
68.4%
Containment Rate
Resolved without agent
8s
Avg Wait Time
↓ 60% vs. pre-AI (20s)
4.4/5
Satisfaction Score
Post-call survey average
Intent Classification Accuracy
91.4% avg accuracyAI Insight: 'Dispute' intent accuracy is lowest — adding sub-intent classification (billing error vs. service dispute) could improve to ~92%
AI Cost Impact
Saving money$8,750
Saved Today
$263K
Monthly Projection
If containment reaches 80%, projected monthly savings: $315K
AI Call Transcript — INB-45229
AI Agent: "Thank you for calling Eastern Account Services. I'm your AI assistant. I can help you with balance inquiries, payments, and account questions. How can I help you today?"
Intent detection: listening...Caller: "Hi, I need to make a payment on my account. My last four are 4521."
AI Agent: "I'd be happy to help you make a payment. I found your account ending in 4521. Your current balance is $89.50. Would you like to pay the full amount or a different amount?"
✓ Account verifiedCaller: "Full amount please."
Sentiment: Positive ↑AI Agent: "Processing your payment of $89.50 now... Payment confirmed! Your confirmation number is PAY-2026-89521. Is there anything else I can help you with?"
AI Resolution Summary
Outcome: Payment of $89.50 collected without agent involvement. Intent correctly classified (94% confidence). Call resolved in 1m 34s (62% faster than agent average). Customer satisfaction: Positive. Cost: $0.18 vs $22.00 agent cost — $21.82 saved.
Live Queue — 3 callers
Caller ending ***4521
Payment inquiry
5s
wait time
Caller ending ***7834
Dispute balance
12s
wait time
Caller ending ***2190
Payment arrangementSpanish
3s
wait time