Comparison · Customer support

AI voice receptionist or traditional switchboard

Who answers the phone when clients and prospects call: an AI voice agent or a person at the switchboard. What works for a firm or a real estate agency.

Daniel Levis· Published 24 September 2026

In brief

For most service SMEs this isn't all-or-nothing: if weekly call volume is high or you miss calls after hours, choose the AI voice receptionist / AI switchboard to handle repetitive volume (hours, bookings, routing) so the phone never rings out; if volume is low and every call is different and high value, choose the Traditional switchboard and receptionist, irreplaceable on sensitive and emotional calls. For many the best setup is hybrid: AI filters and handles the first level, humans handle the exceptions.

Option A

AI voice receptionist / AI switchboard

An AI voice agent answers calls, understands the request, gives information, books or routes to the right person, 24/7.

Pros

  • +Always answers: no missed calls, including after hours and during peaks
  • +Low, predictable per-call cost once live
  • +Scales to many simultaneous calls without putting people on hold
  • +Log and transcript of every call, useful for audit and follow-up

Cons

  • −On emotional or ambiguous calls it can annoy someone who wanted a person
  • −Needs upfront setup: mapping typical requests and escalation cases
  • −If the connection or the CRM integration breaks, the impact is immediate
  • −Voice quality and Italian comprehension must be tested in the field, not assumed

Best for

  • Firms and real estate agencies with many repetitive calls (hours, availability, bookings)
  • SMEs that lose calls after hours or during peaks
  • Those who want to free reception from the first level

Option B

Traditional switchboard and receptionist

One or more people answer the phone, manage the conversation, route calls and take note of requests.

Pros

  • +Empathy and human judgment on delicate or unforeseen cases
  • +No technical setup: a person can already improvise and adapt
  • +The caller immediately talks to someone who can decide and reassure
  • +Tacit knowledge of the company and regular clients

Cons

  • −Coverage limited to working hours: after hours, calls are lost or go to voicemail
  • −During peaks it puts people on hold or lets the phone ring out
  • −Recurring staff cost, with holidays and sick days to cover
  • −No structured log of what was said unless taken by hand

Best for

  • Businesses with low call volume but high value per call
  • Contexts where every conversation is different and needs judgment
  • Those with a well-run reception and few repetitive calls
Criterion AI voice receptionist / AI switchboard Traditional switchboard and receptionist
Hours coverage 24/7, always on Office hours only
Simultaneous calls Many, no waiting Limited to number of people
Delicate/emotional calls Less suited, better to escalate Strength
Cost once live Low, predictable per call Recurring salaries
Traceability Automatic log and transcript Manual, often missing
Time to start Upfront setup (mapping + integrations) Immediate with existing staff

The verdict

It isn't AI versus the person: it's understanding which calls deserve a person. For a firm or a real estate agency with many repetitive calls and peaks, an AI voice receptionist stops losing calls and frees reception from the first level, with a log of everything; it still hands delicate conversations to a human. If your volume is low but every call is different and high value, a person remains the better choice. For most, the answer is hybrid: AI filters and answers, humans handle the exceptions.

FAQ

What people usually ask us.

Does the AI voice receptionist replace my receptionist?
Usually not: it replaces the first level (hours, availability, bookings, routing, after-hours calls) and passes delicate or unforeseen requests to a person. Reception stops chasing repetitive calls and focuses on what really matters. To understand what's worth automating in your case, see how we work on customer support.
Does it understand Italian and callers well?
Quality must be tested in the field, not assumed: you start by mapping typical requests and escalation cases, and measure on real calls before going live. That's why with Soraia the sprint has a clear target and 30 days of hypercare: if it doesn't answer well enough, we keep working until it does. Read our AI agents approach.
How much does setting up an AI voice agent cost?
With Soraia it starts from €3,000/month: two dedicated people (a Project Manager and an AI Engineer) and a combined monthly hours pool, with first delivery in 4 weeks. The per-call cost once live is low and predictable; the sensible comparison is with the staff cost to cover the same hours and peaks. Let's talk.
What if the agent gets it wrong or the call is delicate?
It's designed with escalation rules: when it recognizes an ambiguous, emotional or out-of-scope case, it hands off to a person instead of pushing. Every call stays traceable with log and transcript, also useful to improve the agent over time. See it in a real context on real estate operations.
How does the guarantee work if it doesn't deliver?
The pay only if you're satisfied model applies: in assessment you set a measurable target (e.g. calls handled autonomously or missed calls brought to zero) and, if it isn't met by go-live + hypercare, we work for free until it is. The code is yours from day one, no lock-in.

Not sure which one fits your case?

20 minutes with the CEO to work out the right choice for your processes. No pitch, no obligation.

Daniel Levis

Daniel Levis

Co-Founder & CEO

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