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Suhana Hamzah
Business Problem:
As a support manager, I want the AI Agent to automatically answer inbound calls when no human agents are available, so that customers are not left unattended and basic queries or routing can still be handled.
Desired Outcome:
  • Automatically answer calls using AI Agent.
  • Handle greetings, simple FAQs, or triage before escalating to human agents.
  • Reduce the number of missed calls, especially after-hours or during high-traffic periods.
Use Cases:
  • Handling calls during non-business hours.
  • Letting AI Agent triage or collect intent before routing.
  • Providing basic info (e.g. store hours, order status) through AI without human involvement.
Current Workaround:
N/A - Calls are either missed or must be handled by available agents manually.