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I use AI in my business every day. Just not to answer the phone.

by Lisa | May 11, 2026 | Business

I use AI in my business every day. Just not to answer the phone. That probably sounds contradictory coming from someone who runs a virtual reception service. But there is a distinction worth making, and it is one I rarely hear in conversations about AI phone answering...
Lisa Willmott

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  • I use AI in my business every day. Just not to answer the phone. 11/05/2026
63% of consumers don't believe AI could ever repla 63% of consumers don't believe AI could ever replace humans in customer service. Nearly 2 in 3. That's not a fringe opinion. It's a majority. And yet businesses are rolling out automated phone systems and AI responders faster than ever. The technology is changing. What customers want isn't. A real person answering your phone is exactly what most of your customers are asking for. Source: SurveyMonkey Customer Service Statistics 2026
This turned up on my doorstep on Friday. It was a This turned up on my doorstep on Friday. It was a lovely surprise and a great start to the weekend. After 6 years working casually with Novotel Canberra, my time there has come to an end, and this was a lovely gift. Thank you, Novotel Canberra. I'll be honest, after the weekend there's not much left ๐Ÿ˜†.
Tuesday is our busiest day of the week. On a busy Tuesday is our busiest day of the week. On a busy Tuesday, we might answer a call for a psychology practice in the morning, take a detailed catering order before lunch, and handle an urgent property enquiry in the afternoon. Every call answered in a different business name. Every caller gets a real person who knows enough about that business to help them. Behind the desk, it looks a lot like very focused multitasking. And a lot of hot chocolate. That's what a day at Office Work For You actually looks like.
6,015 calls answered in 2025. 14 years in busines 6,015 calls answered in 2025. 14 years in business. Tuesday is consistently our busiest day of the week. Every one of those calls was answered by a real person, in our client's business name, during business hours. Not a bot. Not a voicemail. A human voice. For the businesses we work with, that means enquiries don't slip through, clients are looked after even on the busiest days, and their phone sounds professional every single time.
How many bookings do you lose before they even sta How many bookings do you lose before they even start? You've found a venue that looks perfect for your event. You call to check availability. No answer. You try again an hour later. Voicemail. So you call the next venue on your list. This is happening to hospitality businesses every day. A group enquiry, a corporate booking, a private function, gone before any conversation has started. In hospitality, high-value bookings usually begin with a phone call. People planning events, group stays, or functions want to talk to someone before they commit. If that call isn't answered, they don't wait. Virtual reception means calls gets answered professionally, in your business name, while you're doing everything else a busy venue requires.
Signing up for virtual reception at Office Work Fo Signing up for virtual reception at Office Work For You is more straightforward than most people expect. Here's how it works. We have a quick chat, usually 20 to 30 minutes, so I can understand your business and what you need. You tell me how you'd like calls handled: how to greet callers, what information to take, what to do in different situations. We set up a dedicated phone number for your business. And then you're set up and ready. You choose how calls reach us, whether you divert permanently or only when your line is busy. Either way, every call we answer is handled professionally in your business name. No complicated onboarding. No technical setup on your end. Most clients are up and running within a couple of days of that first conversation. If you've been putting it off because you're not sure how it all works, it's that simple. You can book a no-obligation 30-minute chat here: calendly.com/owfy/30min
A few months ago, I took a call from an elderly wo A few months ago, I took a call from an elderly woman ringing to cancel an appointment. Her husband was unwell. You could hear it before she said it. An AI call agent would have processed the cancellation and moved on. What actually happened was a conversation. A moment of acknowledgement before the call ended. A real person making sure she felt heard. That call is one of the reasons I wrote my first blog post. If you've been wondering whether AI phone answering is good enough for your business, you can find it on our website under Behind the Desk. Mon to Fri, 8:30am to 5:30pm AEST. What's been your experience calling a business and getting an automated response?
๐—ง๐—ผ๐—ฑ๐—ฎ๐˜† ๐˜„๐—ฒ ๐—ฝ๐—ฎ๐˜‚๐˜€๐—ฒ ๐˜๐—ผ ๐—ฟ๐—ฒ๐—บ๐—ฒ๐—บ๐—ฏ๐—ฒ๐—ฟ. ๐—Ÿ๐—ฒ๐˜€๐˜ ๐˜„๐—ฒ ๐—ณ๐—ผ๐—ฟ๐—ด๐—ฒ๐˜. ๐—ง๐—ผ๐—ฑ๐—ฎ๐˜† ๐˜„๐—ฒ ๐—ฝ๐—ฎ๐˜‚๐˜€๐—ฒ ๐˜๐—ผ ๐—ฟ๐—ฒ๐—บ๐—ฒ๐—บ๐—ฏ๐—ฒ๐—ฟ. ๐—Ÿ๐—ฒ๐˜€๐˜ ๐˜„๐—ฒ ๐—ณ๐—ผ๐—ฟ๐—ด๐—ฒ๐˜.
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