What an AI receptionist can (and can’t) do for a small business

If you run a salon, a garage, a takeaway or a small office, you’ve probably lost work because nobody picked up the phone. An AI receptionist answers the calls you can’t. We build them, including our own, Hannah, so we’re not neutral. That’s why this post is honest about the limits as well as the uses.

What it does well

Answers every call. At lunch, after hours, or while you’re with a customer. Callers get an answer instead of a voicemail they won’t leave.

Answers the same questions you answer every day. Opening hours, prices, where you are, whether you do a particular job, how long it takes. It uses the information you give it, so it’s only as good as that information.

Takes details and books appointments. It takes the caller’s name, number and what they need, and can book them into your calendar if it’s connected.

Sends you a summary. You get a message or email after each call, so you can ring back the ones that matter.

Passes urgent calls on. You decide what counts as urgent, and those calls go straight to your mobile.

What it shouldn’t do

Give advice that needs your judgement. A quote for a complicated job, a medical or legal question, a complaint. It should take the details and pass them to you.

Pretend to be a person. Callers should be told they’re speaking to an assistant. Most people don’t mind, as long as they can reach a human when they ask.

Replace a relationship. Regular customers who want to talk to you should be able to. A good setup recognises when to hand over.

Fix a messy process. If your prices, hours or booking rules aren’t written down anywhere, the AI can’t know them either. Writing them down is the first job, and it’s useful even if you never use AI.

Questions to ask any provider

1. Where are call recordings and transcripts stored, and for how long?
2. Is the data processed in the UK or EU, and is there a data processing agreement for UK GDPR?
3. Does it tell callers they’re speaking to an AI?
4. How do I change the answers when my prices or hours change?
5. What happens if it doesn’t understand the caller?
6. What does it cost per month, and is there a per-call charge?

Our answers for the receptionists we set up: data is processed and stored in the UK or EU, every client gets a data processing agreement, callers are told they’re speaking to an assistant, and you can change the answers whenever your prices or hours change.

Is it worth it for you?

A quick test: count the missed calls on your phone over a normal week. If several of them didn’t ring back, those were customers who went elsewhere. An AI receptionist is worth looking at if that number matters to you. If you rarely miss calls, spend your money elsewhere.

We’ve also written about where IT and automation save time for accountants and bookkeepers and takeaways.