Start with your enquiry types
List the reasons people contact you. AI handles predictable, information-gathering conversations well; complex or sensitive matters need people.
Define escalation
Decide exactly when and how a conversation transfers to a person — urgency, sensitivity, or simply the caller asking.
Privacy and consent
Disclose that callers are speaking with an AI, collect only necessary information, and understand where recordings and transcripts are stored.
Integration
An AI receptionist is most useful when it logs enquiries into your CRM or notifies the right staff member automatically.
Test before launch
Run realistic test conversations, including awkward and edge-case ones, and review transcripts regularly after launch.