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AI CSR overview

The AI CSR is Servinix’s AI-powered phone receptionist. It answers every inbound call around the clock, books service appointments directly into your schedule, handles common customer questions from your FAQ knowledge base, and transfers callers to a live team member when the situation calls for it. The voice that greets your callers is named Maya by default — though you can choose from six AI receptionist voices during setup.

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What Maya does

Maya handles four types of call outcomes:
  • Books — When a caller wants to schedule a visit, Maya creates the appointment in Servinix and confirms it on the call.
  • Transfers — When a caller asks for a human, calls after hours, or triggers a custom transfer rule, Maya hands off the call to the designated team member or number.
  • Messages — When a caller’s need falls outside booking or FAQ coverage, Maya takes a message and logs it for follow-up.
  • Drops — Calls flagged by Twilio as spam are silently dropped (visible on the dashboard).
Maya is backed by your FAQ knowledge base. Every question you add to the FAQ editor becomes a citable source she uses on calls. The more you build out your FAQs, the fewer calls end in a message or transfer.

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Where Maya lives in the portal

Navigate to AI CSR in the left sidebar to reach the operations hub at /receptionist. The hub shows:
  • Status bar — “Maya is on / Handling calls 24/7” with Pause and Turn off controls.
  • Today / Week / Month metrics — Answered, Booked, Transferred, and Quality score.
  • Action Required queue — Maya Asks (unanswered questions from callers) and low-score calls that need your attention.
  • Recent Calls log — Time, caller name or number, outcome, quality score, and duration for each call.
  • Quality trend chart — Daily call volume and average quality score for the week.
The onboarding checklist (5 of 5 steps) sits at the top of the hub until every step is marked complete. You can return to any step by clicking Review next to it.

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What AI CSR is not

The AI CSR handles phone calls only. It is not the same as the Cosmos Assistant — the ◆ sidebar panel that appears on every portal page. Cosmos is a text-based copilot for navigating the portal and querying your data. The two products are independent: Maya answers your phones, Cosmos assists you inside the portal.