Making sure every call is handled professionally and quickly is a big deal. For nearly a hundred years, phone answering services have stepped in to save business owners time and money from missed calls. But recently, a new service has emerged: The AI answering service.
Maybe you've heard about AI doing all sorts of things these days. It can write emails, create pictures, and even drive cars. So, it's natural to wonder if AI can answer your business phones too. The answer is yes, but it's usually not the whole story.
I've personally spent well over a year testing dozens of AI models to see what makes a great AI answering service. In this blog, I'm documenting everything I've learned in that period. So, if you're shopping for an answering service, we promise you'll be truly informed by the end of this blog.
Table of Contents
What is an AI Answering Service?
An AI answering service is a service that uses advanced technology to answer calls more quickly and efficiently than a traditional phone answering service.
The emerging concern with an AI answering service, however, is a future that consists entirely of robotic customer service. (If you've ever heard a purely AI bot handling a call, you'll understand why).
But there's a solution for even that: an AI-assisted answering service.
What is an AI-Assisted Answering Service?
The best way to think about it is as a team effort between smart computers (AI) and real people to field calls from businesses. This mix is what we call an AI-assisted answering service, and it can be a game-changer for your business.
Why an AI-Assisted Answering Service?
When we talk about an AI-assisted answering service, we're not talking about robots taking over completely. Instead, it's a smart combination of artificial intelligence and live, trained professionals working together to handle your calls. Here are a few things that AI does really well:
Answer basic questions quickly
AI can be trained to answer common questions about your business hours, location, or services right away.
Gather important information
Before a call is even connected to a person, AI can collect details like the caller's name, phone number, and why they're calling. This saves time and helps the live agent be prepared.
Route calls to the right place
AI can understand what the caller needs and send them to the correct department or person without them having to wait.
Schedule appointments
For many businesses, AI can handle the initial steps of scheduling appointments based on your availability.
But here's the kicker: AI can't do everything. That's where the human experts come in. Many great AI answering services today have adopted the assistance of humans into their service. Why? Because AI isn't perfect. They step in to handle the more complex calls, ones that need a personal touch, or when a caller has a unique situation.
5 Reasons Why an AI-Assisted Answering Service Works Best
A pure AI answering service is prone to many errors. If a caller is ringing you up for an emergency, will the AI bot be able to assist them in time? That's the sort of situation where a human can save the day. Here are a few other areas where human agents and AI can level up your customer service.
AI Handles Your Calls Faster, Making Your Team More Efficient
AI can handle routine tasks quickly, meaning callers get answers faster and your team isn't bogged down with simple requests.
Human Agents Give Your Callers a Personalized Service
When a caller needs more help, they get to speak to a real person who can understand their specific needs and provide a caring, human touch.
AI and Humans Working Together Ensure Caller Data is as Accurate as Possible
Any well-trained AI bot will be fairly accurate. But not entirely. It's the same thing with a well-trained human answering service agent. That's why when the two work together, you get a safety net to handle any misunderstandings or potential errors!
AI-Assisted Answering Services are More Cost-Effective
An AI-assisted service can often be more affordable than relying solely on live agents, especially for handling a high volume of calls.
There's a reason why AI answering services are so much cheaper than human answering services. Read about why AI answering services are so cheap by clicking here.
AI Ensures You're There For Your Callers 24/7/365
AI can operate around the clock, ensuring your business is always available to answer calls, even outside of regular business hours. Having humans as a backup also provides extended 24/7 coverage!
Any great human answering service would also have disaster recovery measures to ensure you never miss a call!
Is an AI Answering Service Right for You?
While AI-assisted answering services offer many benefits, it's important to consider if it's the right fit for your specific business needs. Think about:
- Your Call Volume: If you receive a high volume of calls, especially with many routine inquiries, AI can be a huge help.
- Your Need for 24/7 Coverage: If you need to be available to customers around the clock, the AI component can provide that initial support.
- Your Budget: AI-assisted services are more more cost-effective than a purely phone answering service.
- Your Customer Service Philosophy: If you value both efficiency and a personal touch, the hybrid model is likely a good fit. But, if you'd rather no robot be involved, a human answering service would fit your business best.
Learn More About AI Answering Services Before You Get One!
We believe that the future of answering services is in this smart combination of AI and human expertise. It allows businesses like yours to provide excellent customer service efficiently and cost-effectively. But before you get one, we suggest checking out our helpful resources below:
Helpful resources:
AI Answering Services: Everything You Need to Know
If you're curious about how an AI-assisted answering service can work for your business, we'd love to show you. Contact us today to learn more!
