Apartment Lines voicebot

Voicebot Routing Summary

The voicebot is currently routing calls safely. It avoids the mistake that matters most: sending a caller to voicemail when they should reach an operator.

Safe and conservative

Operator calls sent to voicemail

This is the worst mistake the bot can make. In the current review, it did not happen.

Most important safety result

Operator calls reached an operator

97.05%

When a caller needed an operator, almost all calls finished there.

Voicemail calls went to voicemail

84.57%

Calls that were safe for voicemail usually continued that way.

Calls sent to the right place

95.44%

Across all checks, this is how often the call ended with the right routing decision.

Calls handled exactly as expected

67.36%

This stricter number includes the full conversation, not just where the call was sent.

Why zero and 97.05% are both true

These two numbers answer different questions. One is about avoiding the worst mistake. The other is about finishing the call cleanly.

Operator calls sent to voicemail: 0 means the bot never made the worst mistake. When a caller should have gone to an operator, the bot did not send them to voicemail.

Operator calls reached an operator: 97.05% means almost all of those calls were completed the way we wanted: the caller ended up with the operator.

In the remaining cases, the bot still did not send the caller to voicemail. But it also did not send them to an operator right away. It continued as if voicemail might still be an option. At that point, we do not know what the caller would have said next or how the bot would have handled it, so those are not confirmed voicemail mistakes. They are still calls we want to improve.

Call outcome breakdown

The current behavior is safety-first: operator calls are strongly protected, while some voicemail-ready calls are still sent to an operator.

Operator calls reached an operator 2,137 / 2,202

Nearly every caller who needed an operator got there.

Voicemail calls went to voicemail 159 / 188

The main opportunity is safely increasing this automation rate.

Show the supporting numbers

0 operator calls sent to voicemail

65 operator calls continued toward a voicemail check

29 voicemail calls were sent to an operator

What this means

The highest-risk mistake was not confirmed.

No operator call was actually sent to voicemail.

Some operator calls need faster escalation.

A small group continued as if voicemail might still be possible.

The main opportunity is automation.

Some voicemail-ready calls are still going to operators.

Future tuning should stay safety-first.

Any improvement should preserve zero operator calls sent to voicemail.