What an AI receptionist actually does, and when you need one
By Isitolo Ahio, Novi Digital · · 4 min read
"AI receptionist" can mean different things depending on who is selling it. Here's a plain description of what ours does, what it doesn't, and the kinds of business where it's worth having.
What it does
An AI receptionist is software that answers your business phone. It talks with the caller, asks what they need, and does the routine work a human receptionist would do. The Novi AI Receptionist:
- Answers incoming calls 24 hours a day, including nights and weekends.
- Answers common questions using the details of your business, such as services, hours and location.
- Captures the caller's details: their name, number and what they're after.
- Qualifies the lead, so you can see which calls are real jobs.
- Books and reschedules appointments in your calendar.
- Transfers the call to a person when needed.
- Sends an SMS follow-up after the call.
- Logs every conversation and updates your CRM.
What it doesn't do
It isn't a person, and it isn't the right tool for everything. It won't make judgement calls about your pricing, handle a complaint with real nuance or replace the relationship you have with a regular customer. That's why call transfer matters. When a caller needs you, the call can go to you.
It also works best when it knows your business. During setup we give it your services, hours, and the way you want calls handled. If your details are vague, the answers will be too.
What happens on a typical call
Say a customer rings at 7pm asking about a quote. The receptionist greets them, asks what they need and takes their name and number. If they'd like to book, it checks your calendar and offers a time. When the call ends, the caller gets a follow-up text, the conversation is logged, and your CRM shows a new lead. In the morning you can read what was said instead of guessing who rang.
Questions to ask any provider
- Can I hear it on a real phone call before I commit?
- What happens when a caller needs a person?
- What does it cost if call volume goes up?
- Can I cancel without a long contract?
When a tradie or clinic needs one
You don't need an AI receptionist just because you can have one. It tends to make sense when:
- You're often unable to answer. Tradies on the tools, and clinicians with a patient in the room, can't pick up mid-job.
- Calls arrive outside business hours. People look for help in the evening or on the weekend.
- A single call is worth real money. If one new job pays for a lot of missed calls, the maths gets simple quickly.
- Nobody is employed to answer the phone. A solo operator or a small team usually can't afford a full-time receptionist.
It's less useful if you already have a reception team that answers every call and you rarely miss one.
What it costs
The Novi AI Receptionist is $599 a month with no setup fee and no lock-in. That includes 300 call minutes and 200 texts each month. If you go over, extra use is billed monthly in arrears at $0.80 per call minute and $0.20 per text. Allowances reset each month and don't roll over, and we aim to let you know when you reach about 80%. Prices are in Australian dollars and no GST is charged, because Novi Digital isn't registered for GST.
To sense-check whether that's worth it for you, try the sums in how to work out what missed calls cost your business.
Hear it for yourself
The easiest way to judge an AI receptionist is to talk to one. Ring 0485 074 747 any time. That's Alex, the AI receptionist that answers Novi Digital's own phone line. You can ask it anything you'd ask a receptionist, including how to book a time with us.
If it sounds like something your business could use, book a free 15-minute discovery call, or read more on the AI Receptionist page.
Want to talk it through?
Book a free 15-minute discovery call with Isitolo, or ring 0485 074 747 to hear Alex, our AI receptionist.