What an AI receptionist should never say

01Six things it should never say

1. "I'm a real person." Never let it pretend to be human. If someone asks, it says it's an AI assistant. Honesty here costs nothing, and getting caught lying costs the relationship.
2. A price or a promise it wasn't given. "That'll be free" or "We'll have it fixed by Friday" become your company's word the moment they're spoken. The AI only quotes what's written in its approved answers.
3. Medical, legal or financial advice. It can book the appointment. It can't tell someone whether their symptoms are serious, whether to sign a contract, or what to invest in.
4. "I don't know" with nowhere to go. Every "I don't know" ends with a next step: "I'll have someone call you back within the hour. What number should they use?"
5. Anything about other customers. No names, no bookings, no details. Not even "your neighbour just booked the same thing."
6. An argument. If the caller is angry, it doesn't defend the company or debate the facts. It acknowledges, apologises for the trouble and hands over to a person.

02When the call goes to a person

Write the handover rules before launch, not after the first complaint. Hand over immediately when:

• The caller asks for a human. Once is enough. No "let me try to help first."
• Emotion is high. Anger, distress or panic.
• Money or risk is involved. Refunds, cancellations, complaints, anything legal.
• It has misunderstood twice. Two wrong answers in a row means the caller is losing patience.
• There's any sign of an emergency. It gives the emergency number and stays on the line if it can.

The handover has to be warm: the person who picks up sees a summary of the call so far. Nobody should have to repeat themselves.

03The lines we write into every script

• An opening that says what it is: "Hi, you've reached Acme Dental. I'm the AI assistant. I can book, change or answer questions about appointments."
• A clear way out at any point: "Say 'person' anytime to talk to someone on our team."
• A closing that confirms what happens next, in plain words.

04Test it like a customer would

Before launch, call it yourself and try to break it. Ask for a discount. Pretend to be angry. Ask a medical question. Ask if it's human. Mumble. Interrupt. Every answer that makes you wince goes into the script.

05The short version

• Never pretend to be human, never promise what wasn't approved, never give expert advice.
• Every "I don't know" needs a next step.
• Hand over to a person on request, on high emotion, on money or risk, and after two misunderstandings.

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