An AI receptionist: what callers should hear

More businesses are letting an AI answer the phone. Callers are fine with it when it's honest and it helps them. Here's what that looks like.

Say it's an AI when asked, or up front. Nobody should have to guess. Many businesses say so in the greeting. At the least, the AI should say so whenever someone asks. Some states require it up front: in Maine, businesses must tell customers they're talking to an AI.

Record only with a yes. Recording calls helps with notes and training, but some states, like California, Florida and Pennsylvania, require everyone on the call to agree. The simplest way: ask after the greeting, and only keep the recording on a clear yes. If the caller says no, keep helping them without recording.

Keep only what you need. Decide how long to keep recordings and transcripts, and delete older ones on a schedule.

Make it easy to reach a person. Some callers want a human. Offer to take a message or pass the call along.

Know your state's rules. Laws on AI and recording are changing. Read your state's rules, and look again once in a while.