What is an AI receptionist? A plain-English guide for small businesses
An AI receptionist answers your phone when you can't, and actually deals with the caller: it answers their question, books them in and texts you if something's urgent. Here's how it works, what it costs, and when it's worth it.
The short answer
An AI receptionist is a service that answers your business calls for you, in a natural voice, day and night. Most also reply to texts and emails.
Unlike voicemail, it has a proper conversation. It knows your services, prices, opening hours and the areas you cover, usually because it has read your website and asked you a few questions. So it can answer the caller there and then, and book them into your calendar, instead of leaving you a message to call back.
What a call actually sounds like
Customer: Hi, there's water coming through my kitchen ceiling. Can someone come out?
Receptionist: That sounds urgent. Can I take your postcode? … Thanks. I've booked you in for 7:30 tomorrow morning, the first slot, and the plumber has been texted. Turn the stopcock off under the sink for now.
Customer: Brilliant, thank you.
Receptionist: You're welcome. You'll get a text confirming the time, and a reminder before we arrive.
The owner never picked up the phone. They got a text saying a job had been booked, and the details were waiting in their calendar.
What it can do
- Answer every call, including evenings, weekends and bank holidays, and more than one at once
- Answer questions about your prices, services, hours and areas, using only what you've told it or what's on your website
- Book, move and cancel appointments in your calendar
- Deal with urgent calls your way, for example booking them into your earliest free slot and texting you straight away
- Send confirmations and reminders, so fewer people forget or don't turn up
- Reply to texts and emails with the same knowledge as calls
- Recognise returning customers and greet them by name
- Show you every conversation afterwards, with a summary and a transcript
What it can't (or shouldn't) do
It's worth being clear about the limits:
- It won't make things up. A good AI receptionist only gives prices and answers you've given it. If it doesn't know, it takes the details for you.
- It doesn't give medical, legal or financial advice. For clinics, it books the appointment rather than diagnosing anything.
- It isn't a person. Long, emotional or unusual conversations are still best handled by you.
- It only books into calendars it's connected to. Pathir, for example, works with Google Calendar and Cliniko today.
Do callers mind talking to AI?
Some people would always rather speak to a person, and that's fair. But most callers just want their question answered or their appointment booked, and they want it now. The alternative is usually voicemail, and many people hang up on voicemail and ring the next business on Google instead.
A good AI receptionist introduces itself by the name you choose and sounds natural. You can hear one for yourself: ring Pathir on 07476 991298 and our own AI receptionist will answer.
How much does it cost?
| Option | Typical cost | What the caller gets |
|---|---|---|
| Voicemail | Free | A beep, and a wait for you to call back |
| Call answering service | A monthly fee, often plus a charge per call or minute | A person who usually takes a message |
| Hiring a receptionist | Typically well over £2,000 a month with NI and pension | A person, during working hours |
| AI receptionist (Pathir) | From £97 a month, flat, no per-call charges | Their question answered or their booking made, 24/7 |
For more detail, see AI receptionist vs voicemail, vs a call answering service and vs hiring a receptionist. To see what missed calls cost you now, try the missed call calculator.
Do I have to change my phone number?
No. You keep your own number and forward it to your AI receptionist when you're busy, when you don't answer, or out of hours. It takes a minute to set up on most UK mobiles and landlines, using a short code. Our UK call forwarding codes page lists them for each network.
Is it right for my business?
It's usually a good fit if:
- You're often on a job, with a client or driving when the phone rings
- You miss calls, or ring people back hours later
- Most calls are bookings, prices, availability or changes to appointments
It's probably not worth it if you only get a call or two a week, or if nearly every call is a long, complex conversation only you can have.
We make Pathir, so we're not neutral. But we'd rather you knew when it isn't the right fit.
Common questions
Is an AI receptionist the same as a chatbot?
Not quite. A chatbot usually sits on your website and types. An AI receptionist answers your actual phone line, speaks with the caller, and can also reply to texts and emails.
Will it sound robotic?
Modern AI receptionists use natural-sounding voices and hold a normal conversation. The quickest way to judge is to ring one.
What happens if it doesn't know the answer?
It shouldn't guess. It takes the caller's details and what they need, and passes it to you, so you can pick it up later.
Can I see what it said to my customers?
Yes. With Pathir you can see every call, text and email, with a short summary and the full transcript.
Is my customers' data safe?
With Pathir, you stay in control of your customers' data under UK GDPR, it's never sold, and it isn't used to train AI. See how we keep data safe.
How long does it take to set up?
With Pathir, about 5 minutes: enter your website, have a 1-minute call to fill in the gaps, and you're live with your own number. There's a 1-week free trial with no card needed.
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Want to hear it first? Ring 07476 991298. Our own AI receptionist answers.