AI Receptionist or Human Receptionist? What Australian Businesses Should Know
Customers want to reschedule an appointment and another one asks for clarification about an unexpected invoice. They need an answer but possibly different receptionists – an AI tool for the first case and a person for the second. But there are also options like virtual receptionist services to deal with calls.
What Is the Difference Between an AI Receptionist and a Human Receptionist?
The AI receptionist is a software that uses voice technologies to receive calls, interpret customers’ requests and answer them according to the preset configurations and connected systems.
The human receptionist is a person who communicates with customers over the phone and answers their questions according to the training and his/her understanding of the situation.
Both AI and human receptionists may provide opening hours, take down messages and forward inquiries.
What Can an AI Receptionist Do Successfully?
An automated system works perfectly with many repetitive calls from clients who have simple questions to ask.
If an AI receptionist is configured correctly, it can tell customers about opening hours, directions, answer typical questions about services and receive personal data. It may also schedule and reschedule appointments if connected to booking software.
The other typical capabilities of an automated system include directing calls based on the analysis of customer requests and recording routine requests during the out-of-office hours.
What Are the Weaknesses of an Automated System?
There are several situations where an automated receptionist cannot provide adequate assistance.
When a caller describes multiple related issues, changes his/hers request or asks a question requiring access to some information that the AI receptionist doesn’t have, the system provides an incorrect answer despite the confident sound.
It’s especially difficult to deal with sensitive complaints and emergencies as an automated system is susceptible to background noise, poor quality of speech or unusual terminology.
Voice systems are still developing and should be tested under complex conditions, not just demonstrated in a good manner.
When Can Human Receptionists Provide Better Results?
A human receptionist is able to hear the hesitation in a customer’s voice, ask clarifying questions and re-interpret the caller’s problem, which is important in case of distressed customers, complaints involving multiple issues or urgent problems.
Another important aspect is the human ability to distinguish between the request they can manage and the one which should be addressed to the manager or some specialist.
Human receptionists may also misunderstand the client or provide inconsistent answers. The clear procedures, updated information and appropriate escalation are necessary for both internal and outsourced teams.
How Do Callers React to AI and Human Receptionists?
Caller expectations may be partially defined by the purpose of their call.
The client who checks the opening hours would probably appreciate an immediate automated answer while the one who disputes the bill wants to be heard and understood.
The possibility to correct mistakes of the receptionist is also an important aspect because a client should not have to repeat his/hers question again to the system.
Businesses should consider the needs of their customers in relation to the accessibility and language issues.
Comparison of Cost, Availability and Service Quality
A subscription for the software is not the same as wages of the staff member or answering service fees.
The AI receptionist implies the subscription and per-minute charges for usage and monitoring while human receptionists’ availability depends on the opening hours of the business.
| Consideration | AI receptionist | Human receptionist |
|---|---|---|
| Routine inquiries | Handles configured requests | Handles routine and varied requests |
| Complex inquiries | Depends on system capabilities | Can apply contextual judgement |
| Availability | May operate continuously | Depends on staffing arrangements |
| Operating costs | Software, setup and usage fees | Staffing or contracted service fees |
| Exceptions | Requires suitable handling rules | Can adapt within agreed procedures |
The important point is the cost of handling all kinds of calls received by the business at an acceptable level.
Using AI Reception in Combination with Human Receptionists
A business may use automation to answer calls and receive initial data, and redirect more complicated requests to the human operators.
The difficulty of integrating an AI receptionist with traditional phone answering service is the provision of smooth handoff between them.
The operator needs a caller’s details and summary of the conversation. Otherwise, the client may have to start everything from scratch.
Escalation rules should indicate sensitive and urgent calls and provide information about the next steps when there is no free human operator.
Transfers and shared records require compatible systems.
Questions to Ask Before Choosing Between AI and Human Receptionists
Before you compare different service providers, analyze a sample of recent calls and define the requirements of your customers.
These questions will help you to understand if a particular arrangement works for your business:
- What kinds of calls does your business receive?
- How often do your clients need detailed explanations or judgement?
- Can customers talk to a human operator if a request is urgent or sensitive?
- What after-hours coverage is needed?
- Does the solution work with your telephone and booking systems?
- How will call quality and client feedback be monitored?
- What is the total cost, including setup, usage and management?
Ask providers to show realistic scenarios, including unsuccessful calls and escalation.
A trial run will reveal problems of scripted demonstrations.
Choosing the Right Reception Arrangement for Your Business
An AI receptionist may suit well for the predictable calls while human receptionist provides flexibility when clients need interpretation, reassurance and judgement.
Combination of these solutions may be appropriate when the hand-off arrangements work well.
Choose the right solution based on call patterns, consequences of mistakes, client expectations and full costs of maintenance.
FAQ
Can an AI receptionist answer calls outside business hours?
Yes, many systems can do it, but available actions may differ from daytime ones.
Can an AI receptionist transfer calls to human operators?
Some systems have such capability, but the capabilities depend on the system configuration and integrations.
Is an AI receptionist cheaper than a human receptionist?
No, they cannot be compared easily. Subscribe, usage and management costs should be compared with the staffing or answering fees.
What kind of businesses can benefit from human receptionists?
Businesses dealing with sensitive, unpredictable or detailed calls may benefit from human operators.
Can a business use both AI and human receptionists?
Yes, an automated system can handle defined requests while people can manage the calls requiring additional interpretation.