Everybody calls at once. Servus KI picks up anyway.
Calls do not spread evenly over the day: on Monday between eight and ten, several times more come in than two lines can serve. Servus KI takes calls in parallel, so there is no busy tone and no queue.
What is behind it
01
In parallel instead of one after another
A team serves one line after another. Servus KI holds several conversations at the same time, without any of them being shorter for it.
02
No mountain of callbacks afterwards
Because no call is lost, no list of callbacks builds up to eat the rest of the morning.
03
You can see what happened
In the analytics you see when the peaks are and which requests make them up, which is the basis for adjusting consultation hours or rules.
How it works in practice
- 1
Monday, 8:00. The lines fill up within minutes. Servus KI answers every call immediately instead of putting callers in a queue.
- 2
During the rush a patient is standing at reception. Your team can look after her because the phone is not ringing in between.
- 3
By ten the peak is over. Instead of twenty callback notes there is a sorted list with complete details.
Today and with Servus KI
Today
At peak times two lines serve as many calls as they can manage. The rest hear a busy tone and call again later, which makes the next peak bigger.
With Servus KI
Every call is answered, however many come at once. The work spreads out instead of piling up at reception.
Related
Frequently asked questions
How many calls can Servus KI take at once?
Servus KI holds several conversations in parallel. For the working day that means callers hear no busy tone, not even in the Monday peak.
Do the calls become shorter or more superficial at peak times?
No. Every call runs by the same rules, however many are held in parallel.
Do we see when our call peaks are?
Yes. In the analytics you see calls by time and request, which lets you judge whether consultation hours or rules should be adjusted.
Can somebody still speak to our team directly?
Yes. For requests you have defined as ones to transfer, Servus KI puts them through within your availability hours.
