AI receptionists are getting better at answering calls. The harder problem is knowing what to do after answering.
From testing AI receptionists, I’ve noticed that the biggest failures usually aren't the initial greeting. They happen later: collecting the right information, understanding ambiguous requests, booking the correct time, avoiding repetitive questions, and knowing when to hand a caller to a human.
That makes me think the useful metric isn't simply “Did the AI answer the call?”
It’s closer to: Did the AI complete the caller’s intended task without creating extra work for the business?
For a service business, an AI that answers 100% of calls but incorrectly books appointments can arguably be worse than missing some calls.
Curious how others here evaluate AI receptionist reliability, completion rate, booking accuracy, transfer rate, caller satisfaction, or something else?