The Hislop Group remains flexible for customers with AI-based call management practices

When did you realize you needed support?

“We were looking to implement an AI-based call handling solution for one of ​our clients that would help them stay ahead of the curve while continuing to deliver an excellent ​
customer experience. At the same time, we recognized the opportunity to improve operational ​efficiency by reducing reliance on traditional receptionist services.”​

What does good customer service look like?

"Flexibility is the name of the game. Having worked with another provider for many years, we understood the ​benefits of outsourced call handling and had already begun exploring AI solutions. We wanted a ​partner that could provide greater flexibility, stronger AI capabilities and a service that could be ​tailored to our client's existing customer journey." ​

How has Moneypenny changed your business?

"Today, Moneypenny's AI Receptionist handles the majority of incoming calls for our clients. ​We've worked collaboratively with the team to maximize the number of inquiries the AI can manage ​
independently, while retaining the option for callers to speak with a Moneypenny Receptionist whenever ​they prefer or when a more complex conversation requires human support. This blended approach ​
gives us the best of both worlds." ​

What are the key benefits?

"By working closely with the Moneypenny team, we've developed a solution that captures ​valuable customer information, saves time and improves responsiveness. Callers reach solutions quicker, ​
while the blended AI and human approach ensures customers always have access to the level of support ​they need. The experience has also demonstrated the significant role AI can play in enhancing customer conversations when implemented alongside human expertise."