The short version
An AI receptionist picks up your calls, talks with the caller, answers common questions and passes the details to your team. You decide what it says and when it hands a call to a person.
What happens on a call
- A call comes in and the AI receptionist answers.
- It greets the caller in the way you set up.
- It answers common questions using information you gave it.
- It captures who called, what they need and how to reach them.
- It passes the details to your team, or hands the call to a person if your rules say so.
What it is good at
- Answering when your team is busy or offline
- Handling the same common questions over and over
- Capturing consistent details from every caller
- Keeping callers from reaching a ringing phone with nobody there
What it is not good at
- Sensitive or emotional conversations that need a person
- Anything it has not been given information about
- Replacing the judgment of your team
That is why hand-off rules matter. A good setup makes it easy for a caller to reach a person when they need one.
What you provide to set one up
- How your business works and what you offer
- Answers to the questions callers ask most
- The tone you want it to use
- Rules for when a call goes to a person
- Where the details should go afterward
Then it should be reviewed by you before it speaks with real customers.
Questions to ask any provider
- Can I review and approve how it speaks before it goes live?
- How do hand-offs to a person work?
- How is caller information stored and who can see it?
- Are calls recorded, and what rules apply where my customers are?
- What happens if it does not know an answer?
Rules about recording calls and handling personal information differ by country. Ask your provider how they handle this, and check with a legal professional if you are unsure.
Curious whether it fits your business? Book a free strategy session and we will talk it through.