Should I use an answering service or an AI receptionist?
Short answer
If you want callers booked straight into your calendar and software at any hour, an AI receptionist fits better. A live answering service mostly takes messages for you to call back. Either beats voicemail, because many callers who reach voicemail just call the next business.
How they compare
| Live answering service | AI receptionist | Voicemail | |
|---|---|---|---|
| Who answers | A person at a call center | An AI set up for your business | Nobody |
| Books the appointment | Usually takes a message | Books into your calendar and software | No |
| Hours | Depends on the plan | Every call, day or night | Always on, never answers |
| Asks your questions | From a script | Your intake questions, every time | No |
| Usually billed | Per minute or per call | Monthly plan or per call | Free |
When a live answering service makes sense
If your calls need judgment that can't be written down ahead of time, or callers expect a person for sensitive conversations, a live service or your own staff is the better fit.
When an AI receptionist makes sense
If most calls are the same few questions (what do you need, when, how soon) and the goal is a booked appointment, an AI receptionist does it the same way every time, books it in your software and texts you a summary. Anything it can't handle comes to you.
Published
Common questions
- Will callers know it's AI?
- It answers in your business's name and speaks naturally. If a caller wants a person, it takes a message and you get a text with their details.
- Can I use both?
- Yes. Some owners use an AI receptionist for after hours and overflow, and a person during the day.
Use cases behind this answer
A front desk that answers every call
The agent answers calls you can't take, asks your intake questions, books appointments, puts urgent callers through and texts back anyone who hangs up.
Intake to open matter
The agent takes the caller's details, runs the conflict check, books the consult, sends the engagement letter and retainer, and opens the matter once signed.
More from the blog
- What's the best way to automate your proposal process?
- How do you build a back office AI agent for a small business?
- How do you automate client intake?
- How do you automate invoicing from your team's time and job records?
- How do you automate the invoices, receipts and forms coming into your inbox?
- How much does an AI receptionist cost?
What job would you hand to an agent?
Book a free 15-minute call. Tell us the job that eats your week and we'll tell you how an agent would handle it and what it would cost.