FEATURED RELEASE Courtesy Connection Delivers AI Call Screening

Being on-call at 2AM is a tough gig. Especially when residents don't always pick the right option in the property phone tree, and the site on-call maintenance team gets woken up by a resident just trying to reach the leasing office.

The goal of AI Call Screening is to filter out the percentage of calls that, on the face of it, clearly are not appropriate as on-call issues. The goal *is not* that 100% of calls that route to on-call staff are appropriate as time-sensitive on-call issues. Frankly, that would be too ambitious a goal, and it would result in some time-sensitive issues not being known timely by the site team.

With AI Call Screening, whenever a caller selects a phone tree option that would otherwise route real-time to on-call staff, we intercept the request and ask the caller to describe the issue for which they are calling. Then, we perform layered analysis (based on a customizable AI Call Screening Policy) to identify the issue(s) for which they are calling, and, based on that analysis, we route calls accordingly.

AI Call Screening is a sophisticated call analysis engine that is layered, customizable, observable, and testable. Courtesy Connection's approach to responsible use of AI is foundational to this feature, and we are thrilled to bring it to market.

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