We’re excited to introduce a major enhancement to the Lead Progress and Revenue section in the mySD Lead Manager.
With this update, Service Direct AI now automatically detects and records key call attributes, helping you better understand call data while reducing manual work for your team.
The data points included in this update are:
These fields are now automatically populated using advanced AI analysis of call audio, giving you a clearer and more consistent view of what’s happening on your calls.
Previously, call data points such as whether a call was answered or resulted in a booked appointment were captured only if they were manually recorded.
Now, Service Direct AI automatically detects these data points across all calls and populates them directly in the Lead Progress section of the Lead Manager.
Because our models identify these outcomes with over 99% accuracy, these fields are now read-only, ensuring the data remains consistent and reliable.
Our human call reviewers continue to verify results through our Quality Check process, providing an additional layer of assurance that your call data is accurate.
With call data automatically captured, you gain a more complete view of how effectively calls are being answered and converted into appointments.
Your team no longer needs to manually update lead progress fields or review transcripts to determine basic call data points.
Automated detection ensures these key data points are recorded consistently across all calls, improving the accuracy of your reporting and performance insights.
This enhancement is powered by AI models trained and validated on hundreds of thousands of calls over the past six months.
Across that testing period, Service Direct AI achieved:
99% accuracy in detecting whether a call was answered
99% accuracy in identifying booked appointments
This level of accuracy matches—and in many cases exceeds—manual reporting while ensuring these call data points are captured on 100% of calls.
Previously, booked appointment data was captured on only about 20% of calls unless it was manually recorded. Today, automated detection provides complete visibility into this key conversion metric.
By automatically capturing these call data points, this update removes a common manual task from lead management workflows.
With the average manual call review taking around two minutes per call, automating these data points helps teams save significant time each month, while still maintaining the transparency and accuracy Service Direct clients expect.
The updated Lead Progress and Revenue section is now available inside the mySD Lead Manager.
To explore the new functionality, simply open one of your calls to see Call Answered and Booked Appointment automatically populated.
You can also learn more about managing your call leads in our Help Center.