Customer case study
How MGI South Queensland uses Valory as a managed AI receptionist
MGI needed reliable inbound call coverage across a professional-services environment with multiple teams, named staff, business-unit routing, booking workflows, and structured follow-up. Valory was rolled out as a managed service, then refined with responsive post go-live support as real call evidence and customer feedback came through.
450+
inbound calls handled
Filtered production dataset from rollout to 7 May 2026.
400+
staff notifications sent
Post-call summaries gave staff follow-up context after calls.
Figures use a conservative filtered dataset that excludes identifiable internal and test-call patterns. There was no clean pre-Valory missed-call baseline available, so this case study does not claim a percentage reduction in missed calls.
The challenge
Professional-services calls need more than a basic message taker
MGI receives calls from existing clients, prospective clients, suppliers, and people trying to reach named staff across different service areas. The operational risk is not only a missed call. It is a vague voicemail, an unclear handoff, or a caller waiting while the team is already busy.
Valory was configured to answer, identify caller intent, capture context, look up staff where relevant, support booking-related workflows through MGI's existing software environment, and send structured post-call notifications to the right team members.
Managed rollout
The service was tuned from live-call evidence
This was not a one-time software install. Valory worked through routing, booking behaviour, notification rules, caller experience, and edge cases with MGI as the agent handled more real calls.
That support became part of the value. When MGI wanted call-flow changes after launch, Valory adjusted the assistant, reviewed live-call behaviour, and kept tightening the experience so callers received a professional handoff while staff received cleaner follow-up context.