Overflow at peak
Friday 5–8pm: calls that would wait more than a few seconds go to Ezra instead of voicemail. Zero change to the guest experience on answered calls.
Solutions · Hybrid operations
People. AI. Or both. Your rules.
Start with trained agents, add Voice AI, or blend them per daypart, per store and per channel. One operation, one vendor, one report — and the mix changes as your confidence grows.
01 · Common patterns
Four ways brands run the mix.
After-hours
Late night and early morning: AI answers first, a live agent picks up anything complex. Lower cost where volume is low.
AI lane, human phone
Ezra on the drive-thru speaker post; trained agents on the phone line. Each channel tuned to what works best for the brand.
AI-first, everywhere
For brands that have run the data: AI answers every call and car, agents handle escalations only. The lowest cost per order with the safety net intact.
Why one operation matters
Nothing gets lost between a bot and a person.
When AI and agents are separate vendors, every hand-off is a dead end — a transfer, a repeat, an abandoned order. At TSourcing, Ezra and our 1,000+ agents share the same queue, the same brand training and the same QA. A hand-off is a continuation, not a restart.
- Shared queue and routing rules you control
- Agents see the AI conversation on hand-off
- Human and AI calls QA-scored on the same rubric
- One per-call agreement, one weekly report
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Questions
Hybrid, answered.
What does 'hybrid' actually mean in practice?
A set of routing rules you own: which channel (phone, lane, text) is answered first by an agent or by Ezra, at which stores, in which dayparts, and what triggers a hand-off. Agents and AI share one queue, one report and one SLA.
Can I change the mix after launch?
Yes — per store and per daypart, at any time. Most brands start with AI on overflow and expand as accuracy, ticket and guest-feedback data comes in.
Do I get one report or two?
One. Calls, orders, tickets, hand-offs, speed of answer and QA scores are reported together, split by human and AI so you can see the economics side by side.
Is there a different contract for AI and agents?
No. One per-call agreement covers both; there are no set-up fees and no long-term contract either way.
Design your mix on a call.
Bring your call curve and store list. We'll map a routing plan and quote it in 20 minutes.