The question of whether to use an AI receptionist or a human one is increasingly straightforward for UK small businesses - not because AI is always the right answer, but because the comparison is now honest and the advantages of each option are clearly defined. Understanding what each delivers, at what cost and with what limitations, allows most business owners to make a clear decision.
Cost Comparison
A full-time human receptionist costs approximately £25,000 to £30,000 annually in salary, plus employer National Insurance contributions, pension auto-enrolment and holiday pay - bringing the real annual cost to £30,000 or more. A part-time receptionist proportionally reduces the cost but also reduces the coverage. A traditional virtual receptionist service - human call handlers employed by a third party - costs £150 to £400 per month for basic coverage. The Bizwings AI Receptionist costs from £49 per month for 24/7 coverage.
Availability Comparison
A human receptionist works set hours - typically 9am to 5pm. Out-of-hours coverage requires additional staff or a premium service. An AI receptionist operates continuously, 24 hours a day, seven days a week, including evenings, weekends and bank holidays, at no additional cost. For businesses that receive enquiries outside business hours - which is most businesses - this difference is significant.
Quality Comparison
For complex, nuanced or sensitive calls requiring genuine human judgment, a skilled human receptionist has an advantage. For standard call types - enquiry capture, message taking, appointment booking requests, urgency triage - modern AI receptionists like the Bizwings Smart Assistant perform comparably, with the added advantage of consistent quality every call, every day, without the variation inherent in human performance.
£30,000+
annual cost of a full-time human receptionist including all employer costs
£49 p/m
Bizwings AI Receptionist - 24/7 coverage at a fraction of human cost
9-5
the availability window of a human receptionist vs 24/7 for AI
24/7
AI receptionist availability - no shift patterns, no sick days, no holidays
Which is Right for Your Business?
For most UK small businesses and sole traders, an AI receptionist delivers more value at lower cost. The 24/7 availability advantage alone justifies the switch from a traditional human service for the majority of business types. For businesses with very high call complexity, unusual sensitivity requirements or a strong preference for human voice - some funeral directors, for example - a hybrid approach may be appropriate. But for the vast majority of trades, professional services, health businesses and SMEs, the AI receptionist is the better choice in 2026.
Hear the Bizwings AI Receptionist Before You Decide
Listen to how it handles calls and judge for yourself - from £49 p/m.
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