Virtual receptionists come in two forms: human-staffed services (call centres with live agents who answer in your business name) and AI-powered services (software that uses voice AI to handle calls automatically).
Both types handle the core functions of a receptionist:
- Answering calls in your business name
- Collecting caller information and reason for calling
- Booking or scheduling appointments
- Answering common questions about your business
- Routing urgent calls to the right person
- Taking messages for non-urgent matters
The key difference between virtual receptionists and traditional answering services is scope. Answering services focus on coverage (making sure someone picks up the phone). Virtual receptionists perform the full role of a receptionist, including intake, scheduling, and information provision.
Human vs AI Virtual Receptionists
Human virtual receptionist services are staffed by real people at call centres. They bring warmth, judgment, and flexibility to complex calls. They charge per minute or per call, with higher rates for after-hours coverage.
AI virtual receptionists use voice AI to handle calls without human involvement. They answer immediately, never put callers on hold, handle unlimited simultaneous calls, and charge a flat monthly rate regardless of call volume or time of day.
For most small businesses handling routine calls (appointments, inquiries, messages), AI virtual receptionists offer better economics and more consistent quality. For businesses with complex, emotional, or unpredictable calls, human services offer more flexibility.