What each one does

A virtual receptionist is a person at an answering service. They answer in your business name, take a message and pass it on, usually by email or text. Some can transfer calls or book into a shared calendar.

An AI receptionist is software that answers with a natural voice. It takes the same details, sends you a summary and can check a calendar. It picks up every call straight away, at any hour, and it asks the same questions on the fortieth call as on the first.

What they cost in Australia

Human answering services mostly charge per call or per minute. Published 2026 rates include $1.99 to $4.99 a call at OfficeHQ, $1.95 to $3.95 a minute at Receptionist HQ, and plans from $99 a month for 50 calls plus $1.95 a call after that at Reception Connect, according to a pricing round-up by Frontly. At 25 calls a business day, the same round-up puts one mid-tier plan at about $1,920 a month.

AI receptionists usually charge a flat monthly fee with an allowance of minutes. Valory, for example, publishes plans from $149 to $499 a month plus a setup fee from $990 (Valory, updated September 2026). Ours is $199 a month including 300 minutes of calls, then 50c a minute.

Published prices at a glance

Source: Frontly’s 2026 pricing round-up and Valory (updated September 2026) for other providers; CBD’s own published price. Prices change, so check before you buy.

The rough rule: at a handful of calls a week, a per-call human service can be cheaper. Once you’re above two or three calls a business day, a flat-fee AI service usually costs less, and the gap widens as volume grows.

Where a person is still better

• Calls that need real judgement, like an upset customer or a complaint that needs calming down.

• Very low call volumes, where a per-call fee is cheaper than any monthly plan.

• Businesses where callers expect the same named person every time.

Where AI is better

• Several calls at once. A person can take one; AI takes them all.

• After hours and weekends, without overtime rates.

• Consistency. You get the name, number, suburb, job and urgency on every message.

• Speed. The summary lands in your inbox or job system as the call ends.

Five questions to ask before you choose

1. How many calls do you miss, and when? Check your phone’s missed-call list for a fortnight.

2. What must every message include? Name, number, suburb, job type and urgency is a good start.

3. What can it promise? Decide whether it can pencil in bookings or only take a message. Never let it quote a price you haven’t approved.

4. Where do messages go? Email, text, or straight into your job system.

5. Will callers know? A good AI receptionist says it’s an AI assistant up front.

Try one before you decide

The quickest way to judge an AI receptionist is to ring one. Call ours on 07 5690 5300, ask it something awkward, and see how it handles it. If you’d like one set up for your business, talk to us.