An AI operator and your staff on one line: how to split the calls
Sado AI team · · 4 min read
In short
A simple setup: the AI operator answers every call first, handles the routine itself and transfers the right conversations to a person by rule. The AI takes prices, addresses, hours, bookings and orders. Staff take customers ready to buy, complaints, “let me talk to a person” and complex cases. At night the AI records the request and a manager calls back in the morning. You write the rule once and adjust it from recordings over the first two weeks.
Who takes what
First split your calls into two groups: the answer is known in advance, or a decision is needed. The first go to the AI, the second to a person. For example, a furniture shop is asked about prices, the address and delivery all day, while fewer people order: the AI takes the first, a manager the second.
| Call | Who answers | Why |
|---|---|---|
| Price, address, hours, delivery | AI operator | The answer is in the company’s facts, the question is the same every day |
| Booking a visit or viewing, an order | AI operator | The questions are known in advance, the result goes into the portal |
| Ready to buy, a large order | AI starts, transfers to a manager | Closing the deal is a person’s job |
| Complaint, an angry customer | Staff | Apologising and deciding is up to a person |
| “Let me talk to a person” | Staff | The caller’s wish is the rule |
| Night, holidays | AI operator | The request or a callback time is recorded, staff pick it up in the morning |
How to write the transfer rule
- Group a week of calls by reason: which ones repeat every day, which ones need a decision.
- Write one line per group: “if …, then to whom”. For example: “kitchens and measuring visits go to Sardor”.
- Agree what the caller hears if the person is busy, for example: “A manager will call you back in 15 minutes.” And write down who keeps that promise.
- Set transfer hours: no transfers at night, only the request and a callback time.
- For the first two weeks, listen to a few transferred calls every day and adjust the rule.
What a transfer sounds like
For example, a customer ready to order calls a furniture shop:
Sado: Assalomu alaykum, Bahor Furniture, this is Malika.
Caller: Hello. I want a kitchen made, I need someone to come and measure.
Sado: Great. Which district are you in, and roughly how long is the kitchen?
Caller: Chilanzar, about three metres.
Sado: Fine, Chilanzar, three metres, noted. Our manager Sardor will agree the measuring time. I’ll put you through to him now, one moment.
Caller: OK, I’ll wait.
Callers who only ask the price get their answer from the AI, and the manager’s time goes to the people who order.
Common mistakes
- Transferring everything: the AI becomes a “connecting you” menu and staff are busy again.
- Transferring nobody: a customer with a complaint is never heard.
- Staff ask the caller everything again. The answers the AI collected are in the portal and the Bitrix24 card: read them before calling back.
- Transferring at night: nobody picks up and the caller waits for nothing.
What to measure
- The share of calls that went to people. If it’s too high, the AI is missing facts: add prices and answers.
- How many transferred calls staff actually picked up.
- How many hours it took in the morning to call back the night’s requests.
- What people did with the time freed up: orders, past customers, complaints.
How it works in Sado
Sado’s AI operator for incoming calls works on your current number: it answers in about a second, with no queue and more than ten calls at once. It transfers the call to a staff member’s phone by the company’s rule. You write the transfer rule together with our team.
You pay only for talked minutes: 800 so‘m a minute, no monthly fee (pricing). Compared with a team of people: AI operator vs call centre. Try it live or call 78 778 01 23.
Questions
Does the caller know they’re talking to AI?
If asked, the AI operator never claims to be human. It speaks in the company’s name, with the chosen name and voice: Malika or Shohruh.
What if the AI doesn’t know the answer?
It doesn’t make one up: it says a manager will call back and creates a task. Review those questions weekly and add the answers to the company’s facts.
Should we cut staff once the AI operator is on?
Not necessarily; it’s the company’s call. The usual path is to free people from repeat questions and move them to sales, complaints and past customers.
Which languages does the AI speak?
Uzbek and Russian, in the caller’s language. Mixed Uzbek-Russian speech stays in Uzbek, and it switches language if the caller asks.