AI Receptionist vs Chatbot: What's the Difference?
AI receptionists and chatbots are often grouped together under "AI assistants," but they are designed for very different types of customer interactions.
Understanding the difference is important, especially for businesses where phone calls play a key role in bookings, enquiries, or customer experience.
This page explains how AI receptionists and chatbots differ, what problems each solves, and when one makes more sense than the other.
What is an AI receptionist?
An AI receptionist is a voice-based system that answers inbound business calls and handles conversations over the phone.
It is designed to:
- Answer calls instantly
- Understand spoken language
- Ask clarifying questions
- Book appointments or route calls
- Handle after-hours enquiries
The interaction happens entirely through voice, just like speaking to a front-desk assistant.
Learn more about AI receptionistsWhat is a chatbot?
A chatbot is a text-based assistant that interacts with users through chat interfaces.
Chatbots are commonly used on:
- Websites
- Messaging apps
- In-app support widgets
They are typically designed to:
- Answer FAQs
- Guide users through forms
- Capture basic information
- Provide quick responses via text
Chatbots rely on typing or tapping, not voice conversations.
Key differences between AI receptionists and chatbots
Communication channel
AI receptionist:
Phone calls (voice)
Chatbot:
Text-based chat interfaces
User intent
AI receptionist:
Immediate, high-intent conversations
Chatbot:
Browsing, support, or low-friction enquiries
Conversation flow
AI receptionist:
Natural, spoken conversation
Chatbot:
Structured text interactions
Typical actions
AI receptionist:
Booking appointments, routing calls, capturing intent
Chatbot:
Answering questions, collecting form data
When they are used
AI receptionist:
When customers prefer calling
Chatbot:
When users are already online
When an AI receptionist is the better choice
An AI receptionist is usually a better fit when:
- Phone calls drive revenue or bookings
- Calls come outside business hours
- Customers expect immediate voice responses
- Missed calls have a direct business impact
Service-based and appointment-driven businesses often fall into this category.
When a chatbot is sufficient
A chatbot may be enough when:
- Most interactions happen online
- Phone calls are rare
- Enquiries are informational rather than urgent
- Users are comfortable typing
In these cases, a chatbot can reduce support load without handling voice conversations.
Can businesses use both?
Yes. Many businesses use both chatbots and AI receptionists, each in its appropriate channel.
For example:
- Chatbots handle website enquiries
- AI receptionists handle inbound calls
This ensures consistent coverage across digital and voice touchpoints.
Final takeaway
AI receptionists and chatbots are not interchangeable.
If your customers prefer calling and expect real-time responses, an AI receptionist is designed for that purpose.
If your interactions are primarily online and text-based, a chatbot may be sufficient.
Choosing the right tool depends on how your customers communicate, not just on technology labels.
Frequently Asked Questions
What is the main difference between an AI receptionist and a chatbot?
The main difference is the communication channel. An AI receptionist handles voice-based phone calls, while a chatbot manages text-based conversations through chat interfaces like websites or messaging apps.
Can an AI receptionist replace a chatbot?
No, they serve different purposes. AI receptionists handle phone calls while chatbots handle text interactions. Many businesses use both to cover all customer communication channels.
Which is better for appointment bookings?
For phone-based bookings, an AI receptionist is more effective as it handles real-time voice conversations. Chatbots work better for online, self-service booking flows.
Do I need both an AI receptionist and a chatbot?
It depends on your customer communication patterns. If you receive both phone calls and website enquiries, using both ensures consistent coverage across all touchpoints.
Are chatbots cheaper than AI receptionists?
Chatbots typically have lower costs per interaction, but the value depends on your business model. For service-based businesses where phone calls drive revenue, an AI receptionist often delivers better ROI.