It is the first question every business owner asks, usually with a wince: "Won't people hate it?"
The honest answer is that some will, in the same way some people hate self-checkouts and some hate being put on hold. But far fewer than you fear, and the ones who stay on the line are the ones who matter. Here is what we have seen on real calls, and what makes the difference between a caller who relaxes and one who hangs up.
What callers actually want
Strip a phone call back and the caller wants three things.
- To be heard. They have a problem or a question and they want to say it to something that is listening.
- An answer to simple questions. Are you open? Do you service my area? Roughly what does it cost?
- To know what happens next. Will someone call me back, and when?
Voicemail gives them none of these. A rushed human receptionist reading a script gives them the third. A well-set-up AI receptionist gives them all three, and that is why most callers do not mind.
What annoys people
Pretending to be human. Nothing damages trust faster than a voice that dodges "Am I talking to a real person?" A good assistant says plainly: "I am an AI assistant for Nick's business. I can take your details and Nick will call you back." Callers relax immediately. They know where they stand.
Interrupting. Early voice systems talked over people. Modern ones wait, and it matters. An assistant that lets a caller finish a rambling sentence about their blocked drain feels patient, not robotic.
Menus. "Press 1 for..." is what people picture when they hear "automated". A conversational assistant that simply asks "How can I help?" and listens is a different experience, and callers say so.
Not knowing anything. If the assistant cannot answer "Are you open Saturday?" the caller is right to be annoyed. Give it your hours, your service area and your prices and most calls become useful.
What people say on the calls
We listen to a lot of transcripts. The reactions cluster into a few types.
Most callers do not comment at all. They state their problem, answer the questions, say thanks and hang up. To them it is a receptionist. The voice is natural enough that many do not register it as software until it says so.
Some ask directly, usually in the first ten seconds: "Is this a robot?" or "Am I talking to a person?" The assistant answers honestly and nearly all of them carry on. A few laugh. Very few hang up.
A small number are frustrated before the call starts, because they have already rung two other businesses that did not answer. For them, a voice that says "I can take all your details right now and Nick will ring you back within the hour" is a relief, not an insult.
Who does mind
Older callers are sometimes less comfortable, though far less often than the stereotype suggests. People with complex situations who need a judgement call can be frustrated, which is why a good assistant knows when to say "I will make sure Nick calls you about that" rather than guessing. And a handful of people simply prefer voicemail. They are rare, and they usually did not leave messages anyway.
Making it work
If you are switching to an AI receptionist, three settings matter more than the rest.
- A warm greeting that names you. "Hi, you have reached Nick's Plumbing. Nick is on a job right now, but I can help." It tells the caller they have reached the right place and that you exist.
- Your questions, in your words. The assistant should sound like it works for you, not for a call centre.
- Business details it can actually use. Hours, suburbs served, callout fee, what to do if it is an emergency.
Do those three and the question stops being "will callers mind?" and becomes "why did I put up with voicemail for so long?"
Judge for yourself. Build an assistant free and we will ring you so you can hear exactly what your callers will hear.