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Well, hey there folks. Happy Monday and welcome to, uh, part one Day one of our new series this week where we're gonna be doing five individual videos, all breaking down what not to fall for when it comes to AI in ucas because, uh, I mean, I've seen all the slide decks out there. I've seen all the, the different posts on LinkedIn.

Frankly getting out of hand. And everyone and their mother is out there saying that their ucas platform is AI powered. But if you actually, you know, take one or two steps deeper beneath the surface, what you're gonna find, it's not ai, it's not intelligence, it's just the same old stuff. And a lot of vendors are just slapping a brand new buzzword sticker on it.

Um, 

so today we're gonna be talking about the first big red flag, and that is if their AI just means. Press one for sales, two for support. You, you already know. Uh, I mean, 

think about how many times a customer has told you [00:01:00] they hate, they hate these robotic phone menus. The ones where you gotta sit there and listen to a whole list of options.

And if you press one wrong one, boom, you're starting all over. Uh, or worse, it, it doesn't even let you press a button. You just, you sit there waiting while it tries to understand you, and it will try to connect you. It'll say, I'm sorry. I didn't catch that. Did you say billing? No, I said building access. Did you say billing?

Yeah. You, you get the idea and that is annoying. It's slow, it's not smart. 

And the worst part is that vendors are out here selling the same old thing and calling this AI powered voice. Come on. Like thi this is what happens. Some UCaaS vendor takes their old IVR setup the menu tree where everything's hard coded, and then they slap AI in front of it.

Like it's gonna magically fix anything. But it doesn't learn. It doesn't change, it doesn't adapt. It's not thinking, [00:02:00] it's just reading a script. If we're being honest, you know, your customer knows when it's fake. They can feel it. We can feel it, right? Because if they say anything that isn't exactly what the system expects or understands, it freezes.

And then what happens? It makes the whole company look bad, and nobody wants to sit on the phone talking to a robot that can't understand them, that can't contextualize. They want to talk. To a real person, the right person fast, They want to get stuff done. They don't care about ai.

They, they care about not wasting their time trying to figure out how to talk to a human being. So here's what we do. 

You don't need fancy AI to fix this problem. You just need a system that's built the right way. So smart routing doesn't have to be over complicated. It just. Has to work. And at level 365, we don't go around saying we've got AI, this and predictive that.

What we do is just black and white. [00:03:00] Good quality voice call routing that actually makes sense. Cues that don't get people lost, call back options. So they don't have to wait on hold for 20 plus minutes. A clean system where if you say, Hey, I need tech support, the call goes to tech support period.

And no, this isn't magic. It's just solid call flows that don't make people want to throw their phones. And that's the point. Not to sound cool, but to work well and for your customers. That's what matters. They, they don't care if it's called AI enhanced. What they care about is that their front desk isn't getting flooded with calls that should have gone to support.

They care that customers aren't hanging up angry before they are even talking to anyone. 

So look, if you're out here helping SMBs find the right UCaaS solution. Do them a favor. Ask that vendor to actually show you how their routing works. Ask, does this adapt? If someone doesn't press anything, ask what happens if the caller says something [00:04:00] weird or has a funny accent ask, is this truly dynamic or is this just a flow chart with a voice on top?

And if they dance around those questions and try to hit you with the, oh, well, you know, technically this s as AI speech, uh, run. Your, your customers deserve better, and if you are looking for a UCAS provider that's not out there playing buzzword bingo, level 365, we're not gonna fluff it. We just help people connect clearly, simply, and without all the buzzword bs.

Alright, that's it for today. See Y all tomorrow. Day two, we're talking about what happens when these AI systems fall apart. The moment a customer asks something unexpected and spoil alert, it ain't pretty. Alright folks, we'll see you tomorrow.