Keep your customers connected around the clock with intelligent call routing that directs every inbound call to the right support team, even during busy periods or outside regular working hours.
Cover nights and overflow · Explicit escalation to a human
Nights, weekends and the overflow spike after a campaign send. The agent handles what is genuinely routine — status, booking, sending a document — and hands over the moment intent stops being simple.
A caller says what they need and lands in the right queue. Priority callers skip the general line, and callbacks hold a place rather than holding a person on the phone.
The number that quietly costs the most, and the easiest to move.
Measured against the transcript, not against a disposition code.
Whether the human got the context, or started again from scratch.
Whether the answer actually landed the first time.
No. It says what it is at the start of the call. Pretending would be both wrong and counterproductive — callers work out very quickly when something is off, and they trust the handover less afterwards.
It escalates, with the transcript and the context attached, or books a callback if nobody is available. Every escalation is logged so you can see what it should have handled and did not.
No. The platform fee is per user, and an agent handling overnight calls is not a user. Telephony for those calls is billed at cost like any other.
Route them away from it. Intents you name — complaints, vulnerable customers, anything regulated — go straight to a human queue or to a callback, and never reach the agent.
AI communication platform that connects your calls, learns what wins, and runs across your channels.
sales@hyperdial.io