Archives: FAQs

How does the AI answering service work?

Your business number is forwarded to our AI receptionist, who answers every call instantly using your chosen voice and custom greeting. The AI interacts naturally with callers, gathers key details such as their name, contact number and reason for calling, and can answer common questions based on information you provide.

If the AI cannot assist or the caller asks to speak with someone, the call is smoothly transferred to one of our live Australian-based receptionists. After the call, you receive a clear summary by email or SMS so you can follow up as needed.

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What if a caller asks something the AI can’t answer?

If the AI is unsure how to help, it will never frustrate the caller. Depending on your preference, it can either say “Let me take your details and have someone get back to you” (and then send you the inquiry), or automatically forward the call to a human receptionist on our team or to your staff. You’re in control of how these cases are handled, and we continually update the AI’s knowledge from these interactions and your requirements.

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Will my callers know they’re talking to an AI?

No, not unless you want them to. The AI speaks in a natural, human-like voice and can follow a script that you provide. Most callers will assume they’re talking to your assistant. We also configure the AI to introduce itself however you prefer; some businesses have it say “virtual assistant,” others simply use a name.

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Is the AI available 24/7, even on weekends?

Yes. The AI receptionist is always on call, ready to answer inquiries any time, including after hours, weekends or during your lunch break. If a caller needs human support, our live Australian-based receptionists are also available around the clock to step in and assist.

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Are all calls answered within Australia?

If you’re on a MyAssistant or MyDiary plan, the majority of calls are answered by our professional receptionists in Australia, with our UK-based team providing overflow support after hours to ensure your calls are always answered promptly.

This enables us to ensure your calls are always answered as fast as possible, reducing the risk of call abandonment. We know Average Speed of Answer (ASA) is very important to our clients and one of our key differentiators is that we’re able to answer calls in under 15 seconds, on average.

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Are all calls answered within Australia?

The majority of calls are answered by our professional receptionists in Australia, with support from our global teams to ensure your calls are always answered promptly. For MyAssistant and MyDiary plans, our UK-based team provides overflow support after hours. For MessageExpress and MyReceptionist plans, overflow support is available from our global offices, e.g. in NZ, the UK and the US, during any unexpected peak in call volume.

We hold ourselves to a higher standard than most of our competitors and we’re one of the few answering service companies with a global presence, coupled with enterprise-grade call answering software. This combination enables us to provide seamless global call routing capability for your benefit.

Our staffing levels in Australia are always intended to cover the expected call volumes, however on occasions when no local receptionist is available to answer within an acceptable timeframe the call will be routed to an equally skilled receptionist in one of our global offices. Rest assured, these are also highly trained professionals, who are held to the same excellent quality standards.

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Can different procedures be implemented depending on the worker’s department or location?

Yes. Our customisable service is fully adaptable to your unique requirements and operational procedures. Through our scripting tool, you can tailor filters to route each employee through to their department or location’s procedure. This may result in us requesting additional information from your staff member or contacting a different set of managers/supervisors if the staff member fails to log out of our system.

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What happens if a lone worker doesn’t log out of the system by the expected time?

Our receptionist team will receive a notification of their login details and, unless you have requested an immediate escalation of the issue to your team, will immediately attempt to contact your contractor or employee via an outbound phone call. If your lone worker answers our call, great! We will confirm whether they need to be logged out or if their time needs to be extended. In the event of no response from your employee, according to your procedures, we may attempt another phone call to an alternative number or initiate an escalation process by sounding the alarm with their supervisor or manager so that they can investigate.

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Why would you use a lone worker check-in service?

Companies or organisations typically choose to utilise a lone worker monitoring service to ensure the safety and security of employees or contractors operating in solitary or remote settings, where direct supervision is limited. Its implementation demonstrates their commitment to employee well-being, fulfils legal obligations regarding occupational health and safety, and mitigates potential risks associated with lone working scenarios.

Having workers check-in by a phone call is a risk management solution tailored to the unique challenges of lone working environments, providing real-time monitoring and capacity for emergency assistance when required.

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