IVR menu ("press 1 for…")
Good for: large call volumes that genuinely need routing to different teams. Bad for: everything else. Callers dislike menus, abandon rates are high, and the IVR can't answer a single question. Cost is low, but so is the value.
Website chatbot
Good for: deflecting simple typed questions from visitors already on your site. Bad for: the phone, which is where most urgent and high-value enquiries still arrive. Many chatbots are scripted trees; AI ones are better but still only cover one channel.
AI receptionist / AI phone agent
Good for: answering every call immediately, having a natural conversation, booking, taking details and transferring with a briefing — and, on modern platforms, doing the same across email, SMS, WhatsApp and web chat with one set of knowledge. Cost is a flat monthly plan. The trade-off is set-up effort (an hour) and keeping its knowledge current.
Side by side
- Answers questions: IVR no · chatbot yes (typed) · AI receptionist yes (spoken and typed)
- Books appointments on the call: IVR no · chatbot sometimes via link · AI receptionist yes, by your rules
- Works on the phone: IVR yes · chatbot no · AI receptionist yes
- Transfers with context: IVR routes only · chatbot no · AI receptionist yes, with a briefing
- Covers email/WhatsApp/SMS: IVR no · chatbot no · AI receptionist yes (omnichannel platforms)
- Typical cost: IVR included with phone system · chatbot £0–£100/month · AI receptionist £79–£600/month
Which to choose
If your problem is missed calls and slow replies, choose an AI receptionist — ideally one that also handles your text channels so you're not running three tools. Keep an IVR only if you have a large team that must be routed, and treat a chatbot as a feature of the AI agent rather than a separate purchase.
Common questions
Can I have an AI receptionist and keep my phone system?
Yes — connect it as an overflow or out-of-hours route over SIP, or divert specific lines.
Is a chatbot included with an AI receptionist?
On omnichannel platforms such as ParlioTec, yes — the website widget is the same agent with the same knowledge.
Free guide: The AI Advantage
How UK SMEs are putting AI to work across phones, email and messaging without hiring — practical, not hype.