AI employees · 5 min read
What an AI Receptionist Can and Cannot Do
There is a lot of hype in this category. Here is a plain description of the work an AI receptionist handles well, and the work it should hand to a person.
What it does well
- Answers calls nobody else can get to — overflow, evenings, weekends, holidays
- Asks a consistent set of intake questions on every single call
- Captures name, callback number, address, and reason for the call
- Screens for urgency using rules you define
- Sends a written summary to your team and your systems
What it should not do
- Quote a price on a job that has not been seen
- Argue with an upset customer
- Make judgment calls about scope, liability, or warranty
- Pretend to be a human being when asked directly
The escalation rule
The most important setting is not the voice — it is the escalation rule. Decide up front which situations must reach a person immediately, and the system becomes a safety net rather than a wall.
What setup actually involves
Every system we build is configured around your call scripts, service area, hours, escalation rules, and the systems you already use. That configuration is the work; the technology is the easy part.