For moving companies, call handling can be a major problem.
Missed calls mean missed leads. Spam calls waste your team’s time. And callers hang up when met with an answer machine, are put in a queue, or are put on hold.
MoveAdvisor, a review and lead generation platform with US and UK-based call centers, faced exactly this problem.
For the last three years, the company has been using an AI receptionist developed by Dialmind to handle incoming calls, capture lead information, route conversations, and reduce manual workload.
We spoke with MoveAdvisor about why they made the switch, how the AI receptionist works in practice, and what impact it has had on their daily operations.
Why did MoveAdvisor decide to use an AI receptionist?
MoveAdvisor works with clients worldwide, so calls can come in at any time, day or night. Covering all hours manually, across multiple time zones, 365 days a year, was becoming impractical and very expensive.
The company needed a way to make sure every caller received a response, even outside normal business hours.
“Having people available around the clock is expensive and difficult to organize,” MoveAdvisor explains. “But at the same time, we could not afford to lose potential clients just because they called when the office was closed or when all the operators were busy on other calls.”
Traditional answer machines were considered, but they were not a realistic solution.
“In our experience, and many studies back this up, most callers do not want to leave a voicemail. If they hear an answering machine, have to wait in a queue, or are put on hold, most will hang up. That means the lead is lost, and they have gone to a competitor.”
This was one of the main reasons MoveAdvisor chose Dialmind’s AI receptionist. Instead of asking callers to leave a message, the AI speaks with them naturally, collects the necessary information, and makes sure the lead is routed instantly.
How does the AI receptionist handle incoming calls?
The AI receptionist answers calls in a conversational way, similar to a trained human operator. It asks relevant questions, listens to the caller’s answers, and captures the information needed.
For MoveAdvisor, this means collecting lead details such as the caller’s name, phone number, moving route, preferred moving date, and the type of service they are looking for.
The AI does not force the caller through a rigid script. Instead, the AI adapts to the conversation and extracts the key information naturally.
“The most useful part is that the AI does not just answer the phone. It understands the purpose of the call and then takes the appropriate action to ensure a successful outcome.”
Once the call is completed, the details are routed directly into MoveAdvisor’s CRM. This eliminates the need for staff to listen to recordings, manually type notes, or copy information from one system to another.
How does this save time for the team?
Before using the AI receptionist, staff had to manually process all incoming calls. That meant answering routine questions, collecting basic lead information, checking whether a caller was genuine, and entering the data into the CRM.
Now, that work happens automatically.
“The AI saves us hours of manual work because the lead information is automatically put in the CRM. There is zero admin work to do.”
This has made the call-handling process faster and more organized. Sales and support teams can review structured lead information immediately and focus on follow-up, rather than administration.
It also reduces the risk of missed or incomplete data. When a human operator is busy, tired, or handling multiple tasks, important details can be forgotten. The AI follows the same process every time and records the information consistently.
“Choosing to have an AI receptionist was never about reducing headcount; it was about finding a more efficient way to do things so that our team could focus on revenue-generating tasks rather than repetitive admin tasks”
How does the AI route calls?
Not every call needs the same response. Some callers are potential customers. Others may be existing clients, moving companies, partners, or unrelated callers.
Dialmind’s AI receptionist helps identify the purpose of the call and route it accordingly. If the caller needs to speak with a certain department or team member, the AI can direct the call based on the caller’s needs.
For MoveAdvisor, this is especially useful because they operate across not only the US but also international markets.
“Different calls require different handling. The AI helps separate new leads from other types of calls and makes sure the right information reaches the right place.”
This makes the process more efficient for both the caller and the internal team.
How does the AI filter spam calls?
Spam and irrelevant calls are a common problem for companies. Human teams often waste time answering calls that have no business value.
The AI receptionist acts as a filter. It can identify calls that are not genuine leads and prevent them from wasting staff time.
This does not just save minutes. Over weeks and months, the time saved can be significant.
“Spam calls used to interrupt the team constantly. Now the AI filters them instantly.”
By reducing unnecessary interruptions, Move Advisor’s staff can focus more on real customers and qualified leads.
Why is multilingual support important?
MoveAdvisor serves clients from different countries and backgrounds. One of the advantages of using an AI receptionist is the ability to handle calls in multiple languages.
For example, the AI can assist Spanish-speaking callers, making the company more accessible to a wider client base, especially in states like California, Texas, and Florida.
“Because we handle calls from all states and countries, multilingual support is a major advantage. It allows us to capture leads that we would have otherwise lost.”
This is especially valuable for companies that receive international leads or operate in states where there are large numbers of Spanish speakers, for example, but do not have multilingual staff available, especially out of hours.
What changed after three years of using the AI receptionist?
After three years, the AI receptionist has become an invaluable part of MoveAdvisor’s daily operations. It ensures every single call is answered within 3 rings and no leads are ever missed.
The major benefit is consistency and efficiency, whilst offering a far superior customer experience.
The AI can answer calls outside working hours, during busy periods, and across time zones. It does not need breaks. It does not forget to ask key questions. It does not leave lead information sitting in a voicemail inbox.
For MoveAdvisor, that reliability is one of the main reasons the system has remained valuable.
“The AI receptionist gives us coverage that would be almost impossible to achieve manually. It helps us stay responsive without requiring a full 24/7 human call center.”
“The great thing about Dialmind is that they are constantly evolving their product. Their latest offering is call analysis. It is already invaluable. We get a report that shows exactly how many of each type of call we have received and how the calls were handled, which helps us identify any weak spots in our procedures, something that would be impossible for us to do ourselves”
For movers with multilingual customers, or who do not have enough front-line staff, or who have limited after-hours coverage, or are relying on an answering machine, they may be losing more leads than they realize. An AI receptionist can solve all those problems.
Move Advisor’s experience shows how AI can go beyond simply answering the phone. It can capture lead information, update the CRM, route calls, filter spam, support multiple languages, and reduce the need for non-revenue-generating admin work.
Most importantly, it gives callers an immediate response instead of sending them to an answering machine or being put on hold, and potentially having them hang up and go to a competitor.
For movers, where every missed call can mean a missed customer, that difference really matters.
