TheFutureofLiveAnsweringServices 1920w

Since the telephone was invented in 1876, the world hasn’t been the same. Phones have connected the world and made communication easier for everyone. As technology advanced, telephones became ubiquitous in every home and soon were in our pockets. With the monumental shift in communications,

businesses felt the impact of the rise in incoming calls and the need to field these calls with answering services.
In the past, answering services were composed of telegraphs and switchboards. Today, there are virtual receptionists, automated answering services, chatbots, and, pretty soon, AI-answering services.

What’s in store for the future of live answering services? Read on to find out.

Virtual Answering Services

Virtual answering services (VAS) are a type of telephone answering service that allows businesses to outsource their incoming calls to a third-party provider. When companies sign up for a virtual answering service, they are given a dedicated phone number that customers can call. The calls are then answered by a team of remote call agents based in a call centre. These agents are trained regarding your business processes and can be bilingual to accommodate your customer’s needs.

Virtual receptionists can take messages, forward urgent calls, screen callers, book appointments, process orders, and take care of customer support queries. They are beneficial for businesses as they free up time for employees to focus on other tasks and can provide 24/7 coverage. Companies are charged per minute or call, making it a cost-efficient solution.


The telephone is no longer the only way to communicate with customers. With the advent of chatbots, businesses can now use artificial intelligence (AI) to handle customer queries. But are chatbots the way of the future?

Chatbots offer several advantages. They’re available 24/7, they don’t need breaks, and they can handle an unlimited number of chats simultaneously. Chatbots can also be programmed to provide customized responses to common questions, freeing your customer service team to handle more complex inquiries.

That said, there are some drawbacks to chatbots as well. Because they rely on pre-programmed responses, they may be unable to handle unexpected or complicated questions. And while chatbots can provide a high level of convenience for your customers, they can also come across as cold and impersonal.

Automated Answering Services

Automated answering services are an easy choice for industries that don’t require a lot of human touches. Customers can work with a self-service menu where they can press buttons and quickly accomplish what they need.

These services are prevalent in banking institutions, telecommunications, and airlines.

VoIP System

Voice over Internet Protocol uses IP networks to transmit voice and multimedia content. These applications can be installed on a computer and used like a regular telephone. They are cost-effective, although they are reliant on a smooth internet connection.

Also, they still require a live person to handle the calls. The platforms can only address the cost concerns of maintaining a network of landline phones.

AI Answering Services

With the release of Google Duplex in 2018, Google has been working on AI solutions for the answering service industry. Google Duplex allows a customer to call into a business using AI. Google’s Dialogflow tries to achieve the opposite by allowing AI to handle incoming calls.

The solution is still in beta, though, and just like Duplex, it may still be years ahead before massive adoption.
Despite the changing face of technology and the advances in communication, one thing remains the same. Customers crave human connection when they call a business. While there are concerns that AI and automated answering services can address, some issues are best resolved by live agents.

If you value personalization and human interaction, a live answering service is probably a better choice.

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