What happens when an AI receptionist
cannot answer a question?
It hands over rather than guessing. A complaint, a clinical or legal question, a request for a named person, or anything outside the rules you set is passed live to your nominated contact. If nobody picks up, the assistant takes a message and alerts your team straight away. It answers from your own information and does not invent a price or a policy.
The rules are yours, agreed before go-live.
- A complaint, or a caller who is upset.
- A clinical, legal or financial question that should be answered by a person.
- A request for a named member of your team.
- Anything your own information does not cover.
- Anything you have told it to escalate, whatever the reason.
Three steps, in order.
Live transfer
The call is passed to your nominated contact, on your mobile or office line, by the rules you set.
Message if nobody answers
If the transfer is not picked up, the assistant takes a message rather than leaving the caller with nothing.
Alert and transcript
Your team is told straight away by SMS, email, Telegram or WhatsApp, with a transcript and a summary of what the caller wanted.
The limits are deliberate.
- It does not invent a price, a policy or an availability it has not read.
- It does not give clinical, legal or financial advice.
- It tells the caller it is an automated assistant at the start of every call, and that the call is transcribed.
- A caller can ask for a person at any point, and the assistant does not argue.
See it answer your phone.
Book a 20-minute consultation. We map your workflow, preview a persona built for your business and show you what a pilot would look like.