Who this is for

  • Finance brokers
  • Legal firms
  • Accounting firms
  • Consultants
  • Trades
  • Clinics

Clear takeaways

  • AI answering customers is now routine at both ends of the market, from a travel platform to roofers. The question is no longer whether, but which conversations.
  • The firms getting results decided in advance what stays human (safety, complaints, money changing hands) and tested with realistic questions before any customer saw it.
  • The money is in the boring part: routine questions, out-of-hours booking, chasing unsold quotes. Not clever conversation.

Do this now

  1. Pull last week's inbound calls, emails and web enquiries. Tally the ten questions you answered most often. That list is what an assistant would handle first.
  2. Write a one-line "always a human" list: complaints, anything about money changing hands, safety or clinical questions, anything with legal weight. Give it to whoever sets up any tool.
  3. Count the quotes or estimates you sent in the last 90 days that got no reply. That number times your average job value is what unsold-quote follow-up is worth to you.
  4. Before switching anything on, write 30 real customer questions with the answers you would give, and test the tool against all 30. Do not go live until every answer is right or the tool hands the question to a person.
  5. Ask any supplier for one named customer and one measured number (bookings made, issues closed) rather than a demo.

Sources