BT has introduced a new AI call bot designed to act as a receptionist for customer phone calls to small businesses across Britain, including pubs, builders and shops. The tool, dubbed AI Receptionist, aims to help millions of customers get through when a human is too busy to take a call, offering 24/7 access.
How the AI Receptionist works
For example, if a restaurant owner is busy serving food, the AI will take the call and book a table without the need for a human. If a plumber is fixing a sink, the bot will answer the call to confirm the caller is the next job in an hour’s time. The bot can also answer customer queries about pricing, opening times and nearby parking.
The launch comes as a study found phone calls remain Britain’s number one way to contact a business, beating email, live chats and texts. However, businesses that fail to answer are rapidly discounted, with three quarters of people giving up on a business if they cannot get through within three attempts, and more than half saying they would recommend avoiding the business to family and friends as a result.
Small business adoption challenges
Research reveals that while almost two thirds of small business owners (65%) believe AI could significantly benefit their business, more than half (56%) say they are not yet realising its full potential. Many are unsure where to start, needing a trusted partner to help them adopt AI securely and use it effectively.
As the UK’s largest provider of business connectivity and technology solutions, BT wants to be that partner. The AI Receptionist is a new tool to help businesses manage customer enquiries around the clock and ensure they never miss another call.
Industry backing for AI adoption
Jon James, boss of BT Business, said: “AI has the potential to be a huge boost to small businesses and to drive the UK’s growth, but many businesses are struggling to know how to begin and how to adopt simply and securely.”
Michelle Ovens, CEO and Founder of Small Business Britain, said: “Small businesses can often feel they are fighting a losing battle, having to cover everything from finance and HR to marketing with limited headcount. AI can be an incredible help, and when utilised correctly, it is a cost-effective and fast way of managing the front line of customer service.”
With nearly three fifths of small and medium-sized businesses spending between 30 minutes and two hours every day answering customer phone calls, and 85% saying this interrupts their ability to complete other work, the AI Receptionist aims to reduce this burden and help businesses capture every opportunity while keeping customer data protected.
