The short answer: A virtual receptionist is a real person, working remotely for an answering service, who takes your calls and passes on messages. An AI receptionist is software that answers every call instantly, 24/7, and can book appointments and update your CRM. AI is usually cheaper and never misses a call, while people are better with complex or sensitive conversations. Many businesses now use AI first, with a person as backup.
Both options solve the same problem: calls you can’t answer because you’re on a job, with a client or simply off the clock. But they work very differently, and the right choice depends on your calls, your customers and your budget.
What is a virtual receptionist?
A virtual receptionist is a person, or more often a team, working for an answering service. When you can’t pick up, your calls divert to them. They answer in your business name, follow a script you agree on, take messages and pass them on by text or email. Some plans also transfer calls and book appointments.
Most services charge per call or per minute, often with a monthly allowance, and 24/7 cover usually costs more.
What is an AI receptionist?
An AI receptionist is software with a natural-sounding voice. It answers straight away, every time, and can handle several calls at once. Depending on the product, it can answer common questions, take the caller’s details, book appointments into your calendar, text you a summary and save everything to your CRM.
You set it up with information about your business, like your services, hours, areas and FAQs, then test it with a few calls before it goes live.
Side by side
| Virtual receptionist | AI receptionist | |
|---|---|---|
| Who answers | A trained person | Software with a natural voice |
| Availability | Business hours, or 24/7 on higher plans | 24/7, including weekends and public holidays |
| Busy periods | Limited by staff on shift | Can answer several calls at once |
| Typical pricing | Per call or per minute | A flat monthly fee, or included in your software |
| After the call | A message is passed on | Can book, update your CRM and send follow-up texts |
| Best at | Empathy, judgement and unusual requests | Speed, consistency, routine questions and bookings |
For current Australian prices on both, see our guide to AI receptionist costs.
When a virtual receptionist makes sense
- Calls are often sensitive or complex. A person can read the room and use judgement when a caller is upset or the situation is unusual.
- Your customers strongly prefer a human. Some customer groups simply want to speak to a person.
- You get few calls, but each one matters a lot. A per-call plan can be good value at low volumes.
When an AI receptionist makes sense
- You get a steady flow of calls. Per-call fees add up quickly, while AI pricing is usually flat.
- Lots of calls come after hours. AI answers at 9pm on a Sunday for the same price as 9am on a Monday.
- Most calls are routine. Questions about prices, areas, availability and bookings are exactly what AI handles well.
- You want calls in your CRM. When the AI is part of your CRM, every caller is saved and followed up automatically.
The best of both: AI first, a person as backup
You don’t have to choose one or the other. A popular set-up is to let AI answer every call instantly, book what it can and pass urgent or tricky calls to you or your team. Add an instant missed-call text as a safety net, and nobody falls through the cracks.
That’s how the My New Admin AI receptionist works. It answers calls and chats 24/7, books appointments, saves every caller to your CRM, sends follow-ups automatically and can pass urgent calls straight to you.
Hear it for yourself. Call Steve, our AI receptionist, and see how he’d handle your customers. It takes two minutes.
Questions to ask any provider
- What happens to calls after hours and on weekends, and does that cost extra?
- Can it book straight into my calendar, or does it only take messages?
- Does every caller get saved to my CRM automatically?
- Can urgent calls be transferred to me?
- Do I get an Australian number, and how does billing work: per call, per minute or flat?
- Can I try it properly before I commit?
Ready to stop missing calls? Try My New Admin free for 14 days, or see how it works for tradies, clinics and real estate agents.
Frequently asked questions
A virtual receptionist is a person working remotely for an answering service, who takes your calls and passes on messages. An AI receptionist is software that answers instantly, 24/7, and can book appointments and update your CRM.
Usually, especially as your call volume grows. Virtual receptionists typically charge per call or per minute, while AI receptionists are usually a flat monthly fee. See our guide to AI receptionist costs for current Australian prices.
Many can. My New Admin’s AI receptionist can pass urgent calls straight to you or your team, so callers who need a person still reach one.
Most callers care more about getting a quick, helpful answer than about who picks up, especially compared with voicemail. It’s best to be upfront that it’s an AI assistant.
Yes. Some businesses let AI answer first and handle routine calls and bookings, with a person available for complex or sensitive calls.