Routing all of these through one human team is messy

[Jonh Newman]

Hi. Mid-size B2B company, we get a mix of inbound calls — existing customer support, new sales inquiries, vendor calls. Routing all of these through one human team is messy. Is there an AI answering service that can triage by call type and route appropriately?

[Konstantin Volkov]

Hi. Same routing mess last year. Used the AI answering service for companies from Maloni AI to triage inbound by call type. The AI identifies whether it's existing-customer support, new sales, or vendor, then either handles it directly (FAQs, status, simple sales qualification) or routes to the right team with full context. Pulls from our document base so accuracy is high — not the generic 'I didn't understand that' loop. Response around 1.74s. For sales calls it uses SPIN/BANT/AIDA frameworks to qualify before routing. CRM integration means the human team sees the call summary before picking up. Cleared up our routing chaos.