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Virtual Receptionists and AI Virtual Assistants Drive Positive CX

This article was published on June 12, 2024

Businesses have long employed receptionists to answer inbound calls. When a customer called during business hours, a receptionist was there to answer questions and route calls. This was once sufficient, but today’s customers expect calls to be addressed anytime, whether outside business hours or during peak periods. In fact, customer experience has actually overtaken price and product as the key brand differentiator in the marketplace.


Adopting new technologies can help businesses address incoming customer calls and provide optimal experiences. In this article, we'll explore how virtual receptionists and AI virtual assistants impact business communications.

Illustration of a robot icon floating above an AI icon, representing virtual receptionists and AI virtual assistants

What Is a Virtual Receptionist?

A virtual receptionist is a calling feature included in all Unified Communications as a Service (UCaaS) solutions. Virtual receptionists manage incoming calls, transfer to appropriate departments or a person, and even provide basic information like business hours to the caller. Depending on the UCaaS provider, virtual assistant receptionists may have more advanced functionality like automated call routing, which streamlines the call-handling process for businesses and ensures callers are connected to the right department. This provides businesses with the flexibility to schedule changes in real-time, such as in the event of unforeseen closures due to weather conditions.

What Is an AI Virtual Assistant? 

AI virtual assistants are a more sophisticated solution for managing inbound calls. Powered by artificial intelligence, this feature can perform a wide range of tasks beyond handling calls. AI virtual assistants leverage natural language processing and machine learning to understand and respond to user queries in a more intelligent and contextual manner. It can answer questions, provide recommendations, and leverage automation to address specific customer issues. Many UCaaS solutions offer AI virtual assistants for an extra fee.

Boosting Customer Experiences

Adopting a UCaaS solution that offers virtual receptionist assistant or AI virtual assistant features can help you improve customer experiences. Addressing inbound inquiries efficiently without a live person answering calls can build loyalty and even keep you ahead of the competition.

Businesses should consider which feature will help them best address inbound customer calls and compare virtual receptionists and AI virtual assistants to determine which will meet business needs.

Getting Started

Vonage Business Communications is a UCaaS solution that helps businesses stay connected with customers from virtually anywhere via desktop and mobile apps or internet-supported devices. Want to learn more about how Vonage can help? Explore Vonage Virtual Receptionist and AI Virtual Assistant capabilities or schedule a call with a Vonage expert.

Headshot of Natalie Monetta, Director of Product Marketing, Apps
By Natalie Monetta Director of Product Marketing

Natalie leads the go-to-market strategy for Vonage Business Communications. Prior to joining Vonage, she held senior product marketing roles at SAP, Citrix, Autodesk, PG&E, and AT&T.

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