Artificial Intelligence (AI) is transforming how businesses interact with customers, and AI receptionists are quickly becoming an essential tool for digital agencies and franchise owners. 

They provide 24/7 customer engagement, capture leads, and streamline communication. But despite the excitement around AI, success doesn’t happen automatically—it requires thoughtful setup, testing, and expectation-setting.

As Product Growth Manager at Vendasta, I’ve been working with businesses to configure their AI receptionists effectively. I’ve run workshops, built training resources, and helped franchises roll out AI at scale. I’ve seen firsthand what makes an AI receptionist work well—and where things can go wrong.

Through this, I’ve learned that AI is most successful when treated like a real employee—one that needs training, supervision, and ongoing refinement. Here’s how businesses can set up their AI receptionist to drive real results.

AI is Not a Call Script—It’s a Conversationalist

A common misconception about AI is that it functions like a pre-written call script or a phone menu—a rigid system with set responses. But AI doesn’t just follow a script; it adapts to context, making it much more like a real conversation.

Think of a traditional phone menu:

• Phone menus are deterministic, meaning they always produce the same response to the same input. If you call a company and hear, "Press 1 for billing, Press 2 for support," pressing 1 will always take you to billing. There’s no flexibility—it follows a fixed path every time.
• AI, on the other hand, is non-deterministic, meaning its responses can vary depending on how a question is phrased, previous interactions, or available information.

When presented with a question, AI interprets and responds dynamically, just like a real person would. This flexibility makes AI incredibly powerful for handling ambiguity, answering complex questions, and engaging in human-like dialogue.

This also means that businesses need to test and refine their AI responses, ensuring it provides accurate and reliable information to customers.

The “Ikea Effect”: The More You Build, the More You Value

When people help build something, they value it more—this is known as the “Ikea Effect”. Businesses that actively participate in shaping their AI receptionist see better results.

I’ve seen this firsthand with franchise owners who were implementing AI receptionists. Rather than relying solely on default settings, they spent an entire plane ride compiling everything they knew about their business—common customer questions, key services, and must-have details. They used that document to train their AI, ensuring it was built with their unique business needs in mind.

The result? Their AI receptionist outperformed those that had only been set up with a website and minimal input. They trusted it more, relied on it more, and saw it as a real extension of their team.

One of the best parts of Vendasta’s AI receptionist is that it can work out of the box. It’s a perfect starting point that allows businesses to get involved in its setup, refine its responses, and engage with it like an active business asset.

Your AI Receptionist is an Employee—Train It Like One

Think of your AI receptionist as a new hire. If you brought in a receptionist and simply handed them a phone and a link to your website, would they succeed? Of course not. They’d need:

• Clear Instructions: Define how the AI should handle key inquiries, such as appointment scheduling, pricing, and lead capture.
• Knowledge Sources: Provide detailed business information beyond your website. AI learns from FAQs, service descriptions, and documented business knowledge.
• Ongoing Supervision: Regularly check AI responses, adjust its instructions, and refine its knowledge as your business evolves.

That’s exactly what those franchise owners did on their flight—they treated AI like an employee, investing time upfront to ensure its success.

Testing and Iteration: The Key to Long-Term Success

Vendasta’s AI receptionist can work right out of the box. But no AI is perfect from day one. The businesses that see the best results consistently test and refine their AI.

Take the case of a pest control company that was testing its AI receptionist. During a trial, the AI incorrectly told a customer they handled bee extermination—a service they explicitly did not offer. Why? Because the AI saw the phrase “we handle stinging insects” on their website and made an assumption.

This is why testing is non-negotiable. Before going live, businesses should:

• Run scenario-based tests: Ask the AI common customer questions and review its answers.
• Check for false assumptions: AI can infer things incorrectly. Make sure its answers align with your actual services.
• Iterate and refine: AI improves with feedback. Regularly update its knowledge base and instructions.

Watch Now: AI Receptionist Prompt Engineering 101 Webinar

Curious to learn more? Check out our latest webinar on how to set your AI Receptionist up for success. Discover best practices, question-handling techniques, expert setup tips, and more.

Watch here:

Prompt Engineering 101 | Create smart quotes and more with the AI Receptionist | Vendasta Webinar

Final Thoughts

AI receptionists have the potential to transform customer engagement, but they are not a magic fix. The key to success is setting the right expectations:

• AI is not perfect out of the box—it needs guidance and training.
• Businesses that take an active role in the setup see the best results.
• AI works best when treated like a new employee, not just a software tool.
• Testing and iteration are essential for long-term success.

By following these principles, digital agencies and franchises can build AI-powered experiences that truly support their businesses. AI can be an incredible asset—but only when it’s implemented the right way.