AI receptionist or answering service: which suits a small business?
If you are missing calls, there are two common fixes: a human answering service, or an AI receptionist. Each has a place.
How a traditional answering service works
Your calls divert to a team of receptionists who answer in your business name, take a message and pass it on. The good ones are friendly and professional. They usually work from a short script and a message pad, so the caller often still has to wait for you to ring back to book anything.
How an AI receptionist works
An AI receptionist answers every call instantly, day or night. Because it is connected to your calendar and trained on your services, it can do more than take a message. It can book the job, answer common questions, spot an emergency and text you the details.
Side by side
| Answering service | AI receptionist | |
|---|---|---|
| Hours | Depends on the plan | 24 hours a day |
| Busy periods | Callers may queue | Answers several calls at once |
| Booking jobs | Usually takes a message | Books straight into your calendar |
| Knowledge of your business | A short script | Your services, prices and rules |
| Emergencies | Passes on a message | Flags and alerts you at once |
| Complex or sensitive calls | A person can use judgement | Hands over to you |
When a human service is the better choice
If most of your calls are long, emotional or unusual, a person may suit you better. The same goes if your callers strongly expect to speak to a human every time.
When an AI receptionist is the better choice
If most calls follow a pattern, such as bookings, quotes, prices, opening hours and emergencies, an AI receptionist will handle them faster and around the clock. That describes most trade and service businesses.
What to ask any provider
- Can I hear a real sample call?
- Who writes the script, and can I approve it?
- What happens when it cannot answer a question?
- Can I keep my existing number?
- Is there a long contract?
Those are the questions we answer in our FAQ, and on every discovery call.