Glossary

Virtual receptionist

Human virtual receptionist services route your calls to a shared team who answer in your business's name, take messages and sometimes book appointments. They are usually priced per minute or per call, and the people answering look after many businesses at once.

An AI virtual receptionist does the same job with software. It answers instantly, never puts a caller on hold because the team is busy, and works the same at 3 AM as at 3 PM. It only knows what you have taught it, so anything unusual goes to your own team.

Many businesses combine the two ideas: AI answers every call first, and people step in for the conversations that need them.

A worked example

A law firm with one receptionist uses a virtual receptionist for overflow: when the front desk is busy or out, calls go to the virtual service instead of voicemail. With an AI virtual receptionist, those callers can also book a consultation slot straight away, and the receptionist finds the bookings and summaries waiting.

When it is worth it, and when it isn't

Worth it: you need calls answered but cannot justify a full-time front desk, or your current one cannot cover lunch, holidays and evenings. Less needed: a business with a full front-desk team and few missed calls.

Common questions

Virtual receptionist or answering service — what is the difference?

The terms overlap. "Virtual receptionist" usually means someone or something that acts as your front desk (greeting, booking, transferring); "answering service" usually means taking messages.

How is it priced?

Human services are usually priced per minute or per call. AI services are more often a flat monthly price.

Will callers know it is not in my office?

They do not need to: calls are answered in your business's name. With AI, it is good practice to say so at the start.