Which calls is the AI handling better than staff? IBIOS will show you the data.
Routing decisions made on gut feel are often wrong. IBIOS call intelligence analysis will show you, by call type, whether the AI or your staff are producing better outcomes — then let you update routing rules based on what you see, not what you assume. The AI vs staff comparison and call routing are coming soon and not live yet, as they depend on the AI Receptionist — this scenario shows how it will work. Call reports and call briefings from your existing call recordings are available today; coaching insights are coming soon.
How does a call routing decision made without data go wrong?
Owner wants to expand the AI Receptionist role. Has no data. Makes the decision based on instinct: uses the AI for complaint handling (sensitive, needs empathy), leaves routine stock checks to staff (simple, no risk). Gets it backwards. Customers with complaints want a human. Customers checking stock availability want a fast answer, not a conversation.
Complaint call goes to the AI. Customer asks to speak to a person. AI cannot transfer. Customer leaves frustrated. Stock check call goes to a staff member. Staff member is on another call. Customer waits for an answer that the AI could have given straight away. Overall satisfaction dips. Owner does not know why.
The decision was made in good faith but without data. The data to make the correct decision was available — the first weeks of calls generated enough pattern information to see exactly which types of call each handler resolved well. Without a system that surfaces that pattern, the decision stays a guess.
What will the staff vs AI call comparison report show (coming soon)?
A step-by-step walkthrough from call data accumulation to routing optimisation.
Call intelligence data accumulates
From the first weeks of use, IBIOS will classify every AI-handled and staff-handled call by type, handler, duration, sentiment, and outcome. As calls build up, the data becomes sufficient for meaningful pattern analysis.
AI vs staff comparison report run
Owner runs the call type comparison (coming soon): AI-handled calls (stock checks, availability, appointment booking, quote status) are short with positive sentiment. Staff-handled calls (design queries, complaints, negotiations) run longer and convert better.
Pattern interpreted by the owner
Owner sees the split clearly: AI handles routine enquiries faster and with consistent accuracy. Staff add more value on complex, relationship-sensitive calls. The data confirms a routing decision rather than guessing.
Routing rules updated
Owner adjusts the routing rules (coming soon): AI handles routine, transactional calls. Staff handle complex calls (design, complaints, negotiations). The change is made in the Call Routing panel.
Customer satisfaction expected to improve
Routine calls will be handled faster by the AI. Complex calls will get more staff time because routine calls no longer compete for attention. Both satisfaction signals are expected to improve over the following weeks.
What will change for the business
The value of the comparison report is not just in the immediate routing decision. It continues to improve over time as call volume grows, and the patterns become clearer with more calls. The routing rules set early on can be refined later when more data is available. The system gets better the longer you use it.
Questions about the staff vs AI call comparison
How does IBIOS categorise calls by type?
IBIOS uses AI intent classification to categorise recorded calls. Categories include: availability and stock checks, appointment booking, quote status enquiry, order update, complaint, bespoke design enquiry, deposit negotiation, and general enquiry. Classification is automatic and appears on the call record once the recording has been processed. You can rename categories or add custom ones in the Call Intelligence settings.
What data does the AI vs staff comparison report show?
Coming soon. The AI vs staff comparison needs AI-handled calls, so it arrives with the AI Receptionist, which is not live yet. The report will show, for each call category: total call volume handled by AI and by staff, average call duration, customer sentiment signal (positive, neutral, negative based on AI sentiment analysis), callback or follow-up rate, and conversion outcome where measurable. This will let you see not just who handled more calls, but which call types each handler resolved effectively.
Can I change call routing rules based on the report?
Coming soon. Call routing is part of the IBIOS phone and AI Receptionist work, which is not live yet. Once it launches, the Call Routing panel will let you set routing rules by call type, time of day, and caller history. For example: all stock check and availability calls route to the AI; all calls from customers with an open complaint route directly to a named staff member; all deposit negotiation calls route to the owner.
How does IBIOS measure customer satisfaction on an AI-handled call?
Coming soon for AI-handled calls. IBIOS will use post-call sentiment analysis on the call transcript. Sentiment signals include: vocal tone analysis, language patterns indicating frustration or satisfaction, whether the caller achieved their stated goal, and whether the caller requested to speak to a human. These will be combined into a satisfaction signal for each call. The signal will not be a precise score — it is a directional indicator for pattern analysis across call categories.
Is call intelligence data available in real-time or only in reports?
Coming soon. Once the AI Receptionist and IBIOS telephony launch, the IBIOS dashboard will show live call intelligence: active calls, recent completed calls with their category and sentiment, and a running summary for the current day. Weekly and monthly reports will be generated automatically and delivered to the Morning Briefing. You will also be able to run ad-hoc reports from the Call Intelligence panel for any date range or filter combination.
Make routing decisions from data, not instinct.
Coming soon: IBIOS call intelligence will show you which calls each handler resolves best. Early access by waiting list.