Traditional IVR (Interactive Voice Response) systems, which require customers to press 1 for sales or 2 for technical support, are well known, and mostly disliked. The AI receptionist operates on a completely different principle. You do not need to know the menu options; simply state the reason for your call, and the system will respond or transfer you accordingly.
AI voicebot versus traditional IVR: the key difference
Classic split systems It operates on a decision-tree principle: you press a number, receive an offer, then press another number. Flexibility is non-existent, if your requirement does not match any offer, you are out of luck.
AI voicebot (or AI receptionist) uses speech recognition technology (ASR), natural language understanding (NLP) and response generation (LLM). The caller can say anything in natural Czech, the system will understand the intent and respond accordingly.
On virtualni-ustredna.cz, the AI receptionist is an integral part of the entire system, just as naturally as you tell the AI PBX what to set, the AI receptionist speaks with your customers.
What an AI receptionist can handle without human intervention
It operates autonomously
- Greeting and identification of the caller's purpose
- FAQ Answers (opening hours, address, prices)
- Transfer to the correct department or person
- Booking a meeting in the linked calendar
- Message received and callback
- After-hours information and alternatives
- Basic categorisation of helpdesk tickets
- Identity verification via PIN or name
Where human intervention is required
- Comprehensive complaints with an emotional charge
- Negotiating individual terms
- Sensitive topics (health, safety, law)
- Unexpected situations outside defined scenarios
- The customer explicitly requests a live operator.
- Language barriers or unclear pronunciation
How the AI receptionist is configured
One of the greatest advantages of a modern AI receptionist is its simple setup. On virtualni-ustredna.cz, you configure it just like the entire central system, by speaking or writing in natural Czech:
- The receptionist is to answer calls and transfer them to sales or technical support.
- FAQ answers: opening hours are Mon - Fri 8-17, address is Prague 1.
- If a call comes in outside working hours, offer a callback or an emergency line.
The system learns from your data and feedback. The more calls it processes, the more accurately it understands the specifics of your industry and customers.
Practical usage examples
Company reception
A small company with 10 employees has no receptionist. AI answers the call, identifies the intent and transfers it to the right person. If the person is unavailable, it offers to leave a message or provides an alternative contact. The customer gets a professional impression regardless of staff availability.
Customer helpline
An e-shop receiving dozens of calls daily. The AI receptionist handles 60-70% of calls (order status, complaints, FAQs) without human intervention. The remaining 30% are transferred to agents, but they deal only with genuinely complex cases, not routine enquiries.
After-hours automation
Service company with opening hours 8-17. After closing time, an AI receptionist answers calls, distinguishes between urgent cases (emergencies) and routine matters, either connecting to the emergency line or taking a message for the following day. The customer never leaves without a response.
Healthcare and medical practices
A medical practice uses an AI receptionist for patient appointments. The system verifies the name, birth number and reason for the visit, then offers available time slots. Patients can book even at weekends or outside opening hours.
ROI: How much an AI receptionist will save
Example: A company with 50 calls per day
The calculation is conservative. It does not include savings from 24/7 availability, reduced error rates or improved customer experience. In practice, the AI receptionist will recoup its investment within 1-2 months.
Would you like to see the AI receptionist in action? Read on, how the entire virtual control centre works, or straight away plan a free demo.