Disclosure
Callers know who they’re talking to
- The virtual assistant is identified at the start where appropriate
- No deceptive impersonation of a person
- Final wording reviewed for legal, privacy and operational fit
AI Receptionist
Answer routine calls without losing the human touch
Let an AI voice assistant take enquiries, answer approved questions and book defined appointment types. When a call needs judgement or care, it hands over to a person.
Or go straight to
Defined before launch Every workflow
- How the assistant identifies itself
- What it may answer and from where
- When a person takes over
- What’s recorded and kept
Use AI for a clearly defined job
Start with the calls your team answers again and again
A good first job is a repetitive call that follows clear rules, has reliable answers and ends with a clear outcome. Think opening hours, service-area questions, basic qualifying questions, appointment requests, reminders and taking messages.
Answer
Answer using approved information, and don’t invent anything when the answer isn’t known.
Qualify
Ask only for the details the approved business rule needs.
Book
Offer authorised appointment types and times through an approved integration.
Handoff
Transfer the call, or create a clear follow-up task, when the assistant isn’t confident or a caller asks for a person.
High-risk, sensitive or unusual calls should move to a person.
Set expectations at the start
Callers hear that they’re speaking with a virtual assistant
Use a clear opening that names the business and the virtual assistant, says what it can help with and offers a team member. The assistant must not deceptively impersonate a person.
Recording and consent wording must be approved for the workflow and jurisdiction.
Example opening
“Hello, you are speaking with the virtual assistant for [BUSINESS NAME]. I can help with common questions and appointment requests, or arrange for a team member to assist.”
The opening should
- Identify the business and the virtual assistant
- Say what the assistant can help with
- Offer a team member from the start
Example call experience
Every call has a clear path to a person
The assistant confirms important details and explains what happens next. When it can’t help, it says so and follows the approved escalation path.
Greeting
Identify the business and virtual assistant
Understand
Ask why the caller is getting in touch
Resolve
Answer from approved content or complete the authorised task
Confirm
Read back key details, such as date, time and contact number
Escalate
Transfer, book a callback or flag the call as urgent
Human handoffClose
Explain what happens next
Example only. A caller can ask for a person at any point, and every workflow defines when a person takes over.
Map my call workflowSafeguards
Built to protect your customers’ trust
Disclosure, escalation, privacy and recording rules are agreed for each workflow before it answers a single call.
Human escalation
A clear path to a person
- Immediate handoff when a caller asks for a person
- Defined behaviour when the assistant is uncertain or a caller is distressed
- Sensitive, complex, regulated or high-consequence calls go to your team
- Transfer, callback or a clear follow-up task, never a loop
Privacy and recording
Set for each workflow
- Recording and transcription only after notification, consent, lawful purpose, access, security, retention and deletion are addressed
- Recording is never enabled by assumption
- Advice obtained on recording, consent, privacy, spam and telemarketing rules
- Minimal personal data, restricted access, defined retention and deletion
Payment card details and unnecessary sensitive information never go into the workflow.
Read the Privacy PolicyConnect the workflow carefully
Enquiries land where your team already works
Approved integrations may create leads, appointments, tickets or follow-up tasks in your calendar, CRM, ticketing or booking system.
Never place payment card details or unnecessary sensitive information into the workflow.
Agreed for every integration
- Which fields move between systems
- Who can access them
- How duplicates are handled
- How long information is retained
Measure business outcomes
A fast wrong answer isn’t a good outcome
We don’t judge success just by how many calls end without a transfer, or how short they are. We track whether the task was done correctly and what happened next, so you can see whether the assistant earns its place in the budget.
What we track
- Answered calls
- Completed tasks
- Transfers
- Bookings
- Qualified enquiries
- Errors
- Complaints
- Customer feedback
Questions
Frequently asked questions
Plain answers about disclosure, bookings, recording and the limits of AI.
Will callers know they’re speaking with AI?
Your workflow should clearly identify the virtual assistant where appropriate. It must not deceptively impersonate a person. The final wording depends on legal, privacy and operational review.
What happens when the assistant doesn’t know the answer?
It should say it can’t confirm the answer, avoid guessing and follow the approved escalation path, such as a transfer, a callback or taking a message.
Can it book appointments?
Yes, where the approved platform and booking integration support the rules you need. Limit the assistant to authorised appointment types, availability and confirmation steps.
Can calls be recorded or transcribed?
Only after your business has addressed notification, consent, lawful purpose, access, security, retention and deletion requirements. Recording must not be enabled by assumption.
Is AI suitable for every call?
No. Sensitive, distressed, complex, regulated or high-consequence calls may need immediate handling by a person. The design must define those boundaries.
Related services
Part of the whole enquiry journey
Calls arrive through your phone system, enquiries come from marketing, and both rely on a dependable connection.
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Business Voice
Design the call flow first, so every important call reaches the right person.
Review my call setup -
Digital Marketing
Sharpen your website, search, campaigns and follow-up around goals you can measure.
Request a marketing review -
Business Internet
Internet chosen around your location, team size, cloud apps, support needs and what downtime would cost you.
Check business availability
Need outbound, multi-team or higher-volume workflows? See AI Voice and Automation for Corporate.
Workflow demonstration
See how it works before you commit
We’ll walk you through a sample workflow, look at your common call types and work out what should stay human-led.
Helpful to have ready
- What your business does
- Roughly how many calls come in during a typical week
- When you most often miss calls: busy periods, after hours, weekends or when staff are away
- What the assistant should do: answer FAQs, capture messages, qualify enquiries, book appointments or send notifications
- The calendar, CRM, ticketing or booking system it would need to connect to
Please don’t enter sensitive customer or patient information in the enquiry form.
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