Why we never use an AI voice
AI voices are cheap and getting good. We still do not use one on any call that sells. Here is the rule, and why it is in every agreement we sign.
Every month someone shows us a new AI voice. It is impressive. It is cheap. It never sleeps. And we still do not use one on any call that sells, chases or persuades.
This is not a technology position. It is a customer position.
Customers hang up
A person who rings a plumber and gets a machine assumes the plumber is too big to care or too small to staff a phone. Either way, they ring the next one. In Malta, where everyone knows everyone, they also mention it.
A person who gets a person, who says the business’s name and asks the right question, books.
What a machine may do
A machine may send a confirmation text. A machine may send a reminder the day before. A machine may transcribe a call so the caller can read it back. None of that sells.
The rule is short. A machine may remind. Only a person may persuade. It is written into the agreement, and into the data processing agreement, which names every use of any AI model on your data.
What it costs us
People cost more than software. We still price the desk well under one hire, on volume alone, and make it work because the same few people stay on your account and get faster every month.
If a machine ever books more jobs for a small business than a person who knows the job, we will say so. It has not happened yet.