Every missed call is a missed opportunity. In fact, those unanswered rings cost UK businesses billions each year – and that’s not just revenue, it’s reputation too.
With more ways than ever to handle your calls, from AI to real-life people, knowing what’s right for your business can feel like a bit of a minefield.
That’s where we come in. At Moneypenny, we’ve spent 25 years helping businesses of every shape and size get this bit right. Here, we’ll walk you through the three main types of answering services – AI-only, hybrid, and human – along with the pros and cons of each, so you can decide what’s best for you.
What is an answering service?
An answering service, also known as a telephone answering service or call answering service, is an outsourced service that handles incoming calls on behalf of a business.
That might mean picking up your overflow calls, after-hours support, or simply freeing up your team so they can focus more on their day job. Some answering services simply take messages, while others can book appointments, answer FAQs, or transfer callers to the right person in your team.
Traditionally, these services were delivered entirely by real people – offering a warm, professional voice when you couldn’t get to the phone. But with the introduction of AI, answering services are evolving – blending technology with human expertise to offer faster, smarter, and more flexible support than ever before.
What are the different types of answering services?
AI-only answering services
AI-only answering services use artificial intelligence to handle calls without human input. With advances in natural language processing, these systems can understand caller intent, respond to basic questions, and in some cases even book appointments.
Benefits of an AI-only answering service:
- 24/7 availability – Ensures no call goes unanswered, even out of hours
- Cost-effective – More affordable than human alternatives, ideal for small teams
- Highly scalable – Easily handles large volumes of calls without increasing costs
Considerations:
- Less intuitive with emotional cues – AI may not always pick up on subtleties like frustration or urgency in the same way a person would
- Best suited to structured enquiries – More complex or unpredictable conversations may benefit from human support
If your calls are largely transactional, like FAQs or booking requests, AI could be a smart, budget-friendly option.
Hybrid answering services
Hybrid answering combines the speed of AI with the empathy and judgement of a real person. AI handles the basics – things like opening hours or standard FAQ’s – while anything more complex is routed straight to a trained receptionist.
Benefits of hybrid answering services:
- Balanced service – Simple tasks handled by AI; everything else goes to a real person
- Improved efficiency – Maintains high service levels, even during call spikes
- Personalized experience – Ensures your customers feel valued and understood
- Cost-effective – Reduces the need for a fully human team while preserving quality
Considerations:
- Initial setup required – Needs careful planning to define call flows and triggers
- Tone consistency – Important that both AI and people mirror your brand style
Hybrid services are a great fit for businesses that want to offer excellent service without overstretching their internal teams – particularly those with a mix of routine and more nuanced call types.
Human-only answering services
This is the gold standard for personal service – every call answered by a trained, knowledgeable receptionist. From handling delicate enquiries to making VIP clients feel valued, human-only services provide unbeatable warmth and professionalism.
Benefits of human-only answering services:
- Highly personalized – Perfect when brand perception is everything
- Total consistency – Callers hear a familiar, friendly voice every time
- Great for high-trust sectors – Legal, financial, and luxury markets
Considerations:
- Higher cost – Reflects the level of expertise and availability
- Coverage windows – May need extending for out-of-hours support
For businesses where every caller experience truly counts – such as legal, financial, or luxury sectors – human-only answering is often the gold standard.
How to choose the right answering service for your business
When it comes to choosing the right answering service, there’s no universal answer – and that’s a good thing. Every business is different, which means what works brilliantly for one might not be the best fit for another.
Instead of focusing on what’s typical for your industry, it’s more useful to think about your own setup: how your team works, the nature of your calls, and what your customers expect when they get in touch.
Here are a few helpful prompts to guide your decision:
Think about your team
Are you a small team juggling a lot, or a larger business with structured departments? If resources are tight, an AI-only or hybrid model can help lighten the load. If consistency and human interaction are key, a more people-led approach might make sense.
Consider the type of calls you receive
Are most of your calls straightforward – things like appointment bookings or FAQs? Or are they more in-depth, involving sensitive conversations or tailored support? Understanding the balance here will help you decide whether AI-only, human answering, or a blend of both is right.
Reflect on customer expectations
Your brand sets the tone. If your customers value speed and efficiency, AI might do the trick. If a personal connection or reassuring voice matters more, you may want a human element – even if it’s just for certain types of calls.
Be clear on your goals
Is the main aim to never miss a call? To reduce admin? To improve service quality or support growth? Once you know what you want to achieve, it becomes much easier to match that goal with the right type of answering service.
The common use cases for answering services across industries
Once you’ve identified what your business needs from an answering service, it’s helpful to see how others are using them.
While no two organizations are the same, there are some clear patterns in how different types of services – AI-only, hybrid, and human – are being used day-to-day. From managing high call volumes to providing personalized support, businesses across a wide range of industries are finding smart ways to make these services work for them.
Here’s a look at how different setups are being put to good use in real-world settings:
Healthcare
AI can streamline routine tasks like appointment reminders or prescription refill requests. But for anything urgent or sensitive, trained receptionists step in – making hybrid services a reliable choice for practices that need both speed and empathy.
Home services
From HVAC and plumbing to pest control and landscaping, responsiveness is everything. Hybrid answering works well here – AI captures job details and books appointments, while humans handle quotes, rescheduling, and trickier queries.
Ecommerce & retail
For online stores or high-end retailers, call handling is all about brand experience. AI manages order tracking and returns, while human agents provide that extra care for VIP customers or custom product questions.
Legal & financial services
In sectors where trust and professionalism are essential, human-only services offer complete control and discretion. That said, AI can still play a role in triaging calls or collecting initial details before passing the conversation on.
Real estate
AI can qualify leads quickly and answer FAQs like availability and pricing. When it’s time to schedule a showing or close a deal, a human receptionist ensures a seamless handoff and better client experience.
Introducing Moneypenny
We know what it takes to deliver brilliant customer conversations – because it’s what we’ve done for 25 years.
Whether you’re leaning towards AI, curious about a hybrid approach, or know you want the reassurance of real people, we’ll help you find the right fit. Our services are designed around your needs, your goals, and your customers – with the flexibility to grow as you do.
Want to learn more? Talk to us today on 866.766.5050 and see which type of answering service will work best for your business.
