Author
Devon Macdonald
Chief Revenue Officer
Specializing in go-to-market strategies, Devon brings extensive experience as a revenue and growth leader, GTM advisor, and sales coach.
Articles by Devon Macdonald
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How to Build the ROI Case for AI Voice Agents
The return on investment (ROI) of AI voice agents comes from three measurable levers: revenue recovered from calls you used to miss, a lower cost per resolution on routine calls, and staff hours reallocated to complex work. Build the case by baselining what the status quo costs today, then measuring the change against it.
AI That Completes Patient Scheduling Calls 24/7
AI patient scheduling answers appointment calls 24/7, books and reschedules in your system, sends reminders that cut no-shows, and escalates anything clinical to your staff with full context.
White-Label AI Voice Agents That Remember Every Caller, Under Your Brand
White-label artificial intelligence (AI) voice agents are enterprise-grade voice AI that business process outsourcers (BPOs) deploy under their own brand. Your clients see your name and service, while a proven engine handles the understanding, integrations, and workflows and remembers every caller across interactions. It lets you offer AI in requests for proposals (RFPs), absorb volume spikes, and protect service level agreements (SLAs) and margins without becoming an AI company.
Outsourced Call Centers vs. AI Call Centers: A Practical Comparison
The first operational call center opened in the United Kingdom in the early 1960s. Similar facilities emerged in the United States a few years later, bringing a new business model
What Is an AI Call Center? A Plain-English Guide
An AI call center uses artificial intelligence to manage customer interactions across voice, text, and chat, and resolves them instead of just routing them. Unlike outdated IVR
5 Reasons Customers Leave After a Bad Call
When calls go poorly, whether due to long hold times, dropped calls, robotic menus, wrong orders or rude transfers, the result is lost revenue, bad reviews and a guest who probably won’t come back.
Agentic AI: the Future of Customer Service for Multi-Location Businesses
Customer service can make or break multi-location businesses. Every location adds complexity, every channel drives more demand and every slow or inconsistent response costs customers and revenue. Despite investments in chatbots and automation, many brands are still falling short. The future of customer service belongs to those who can act quickly, intelligently, and consistently across all locations.
AI on the Menu: How Restaurants Can Improve Operations
More than half of American adults eat out three or more times a week, and over 35 dine on fast-food meals more than twice per week. Owning or running a restaurant comes with numerous challenges, including food safety, fluctuating food costs, inventory management, labor law changes, and reputation management. These businesses are tasked with maintaining customer service, drawing consumers, and competing.
Answering the Call: How Voice AI Ordering Is Transforming Multi-Unit Restaurants
Voice AI ordering technology is revolutionizing customer service in the restaurant industry, addressing key challenges like staffing shortages, order accuracy, and upselling, leading to improved customer experiences and operational efficiency.
The Secret Ingredients for Building the Best Restaurant Employees
The secret to building and keeping the best restaurant team might be simpler than you think. A blend of consistent training, employee satisfaction, and smart automation can turn your staff into the dream team you never knew was possible.
How to Reduce Customer Service Costs: Conversational AI for Multi-Location Businesses
Businesses across industries encounter a slew of challenges in today’s rapidly evolving business landscape. That’s especially true for multi-location enterprises, which face mounting pressure deliver consistent, high-quality customer service across all stores or branches while controlling costs.
Conversational AI for Restaurants: 6 Ingredients for Operational Efficiency
The integration of conversational AI in restaurants enhances operational efficiency, customer experience, and brand loyalty. It automates routine tasks, streamlines ordering processes, and provides personalized recommendations, making it essential for modern dining establishments.
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