Whether we like it or not, AI is changing the way we do business. From creating websites to automating marketing tasks and everything in between, there’s a whole host of options when it comes to integrating AI into business operations. But what about answering your calls and speaking to customers? Has AI reached a point where it can replace receptionists, or do callers still value human interaction? This article discusses who should be answering your business phone in 2026: AI or humans?
The Case For AI
To determine whether or not AI is capable of improving a certain area, we must consider what it is capable of. In the case of AI receptionists, let’s think about what it can do. Firstly, AI has long been used in customer service, although early iterations were clunky, frustrating and often resulted in a poor user experience.
These days, technology has evolved to the point where AI isn’t just used for chatbots and call diverting, but is capable of actually speaking to humans, taking messages and forwarding calls to humans.
However, the main advantage isn’t in customer interaction; it’s the fact that AI is always available, faster to answer the phone and often cheaper.
The Case For Humans
There’s no denying that artificial intelligence offers advantages, but many humans still value speaking to fellow humans. That’s because humans can adapt to different situations, allowing them to show empathy in certain situations but offer humour in others.
Many people simply find it reassuring to hear a human voice too, which can go a long way to creating a good first impression. With that in mind, it’s worth considering how the right solution may differ from one industry to the next. For example, in banking, a customer may feel stronger reassurance sharing personal data with a human rather than a robot. When calling a fashion brand about a return however, a customer may be more concerned with the speed at which their query is dealt with.
The Hybrid Approach
Maybe the perfect solution lies in a mixture of humans and technology. An example of this would be if AI was used initially, with the option of escalating more complex calls to humans. In the case of a phone answering service like Pocket Receptionist, a hybrid approach could see human receptionists continue to answer calls from a remote location but as part of an AI system that takes over in terms of relaying messages to the business.
Ultimately, there’s no right or wrong answer. Whether AI, humans or a combination of both is best for your call handling depends on your industry and the type of calls you receive. To determine the best approach for your business, ask yourself what’s important to your customers. If they prioritise speed and availability, AI arguably offers a more appropriate solution. If callers are likely to be asking complex questions, handing over private information, or you operate in a high-ticket industry, it’s probably worth having a human on the end of the phone.