It finally happened. My phone rang. It didn’t say Suspected Spam (for once!) so I answered it. Then heard a pause before a somewhat robotic voice started its spiel.
“Is this Write Time Marketing?”
“Umm, no. That’s my old business that I’ve closed down.”
It then proceeded to ignore my statement and introduce itself as an AI phone agent (points for transparency…) from a company that produces AI phone agents. Like itself. It then asked some follow up questions that I wasn’t interested in answering.
I interrupted it a couple of times. And when I did, the bot suddenly stopped mid-sentence. Just like my Google Voice Assistant does. (Which is the equivalent of a grandparent in the AI space 2025…). Then it continued to speak again.
I was curious about the interaction because this was the first time I received a call like this – outside of a demo call. But ultimately the experience was so bad, I simply had to end it. I then looked up the business name online and couldn’t find a decent website.
I Googled the mobile number too. It came up saying “It looks like there aren’t many great matches for your search.” Only two results came up. Both in different languages. Umm, yeah okay. So. Dodgy.
What did I do next? Yep, I jumped onto a Google document and began this rant…
Can AI phone agents for cold calls actually work?
I share my frustrations about AI phone agents in my book ‘AI-Human Fusion’.
In the past, I’ve heard AI enthusiasts online make comments like, “Wow, did you know an AI phone agent can make 1,000 calls every second? How cool is that? You don’t need a sales team anymore. You can cut your payroll in half!” Ughhhhhh…
The truth is – as a human, I HATE it when a human telemarketer calls me. So why would I want a robot telemarketer interrupting my day?
But obviously this company tried to be clever by using one of their (dodgy) products to do the selling for them.
Well, it totally missed the mark, guys….So good luck with that.
I know there are ways to use AI phone agents to keep everyone happy, both internally and externally. But it needs to be done in the right way. This company that called me needs to work on their outreach technique for sure.
Terence Kam from iSecurityGuru, my cybersecurity friend and co-author of Chapter 13 ‘AI Security without the Stress’, shared a funny experience with me today where an AI phone agent called him. And this one was apparently WAY more lifelike than the one that called me.
To test it out, when Terence was asked what he did for work, he threw two random words together – ‘Shark Advisor’.
Now, a human would pause and question what that job entailed. But this bot just ran with it – without a scent of hesitation. There was no sense of proper emotional human interaction and connection at all. And that’s the part that usually leads to sales…
Anyway, as the technology improves, this is a great strategy for checking whether you’re *actually* speaking with a human. Especially when transparency is lacking and it’s unclear whether it’s a bot or not. Say random sh*t that should confuse a human and shift the caller away from the script. (Well, unless phone agents are trained to deal with this in the near future…)
How about outbound calls for business support?
While I’m not a fan of phone agents for cold calling, if outbound calls are being made to confirm details with an existing client, I can see the value.
In my book, Naomi Stockman from My Virtual AI shares details on how this could work.
“For example, the script could be something like, “Hi, I’m calling from XYZ. You have an appointment tomorrow for a quote on your new carport. Just confirming you’ll be available to meet the technician?”
This is very helpful for businesses that send people on site, ensuring someone will be there and reducing the chances of being stood up. AI gives organisations the opportunity to focus on what they do best while AI handles the repetitive tasks.”
But for cold calls? Yeah, nah. Not for me.
How about inbound calls?
In her virtual receptionist business, Naomi’s team noticed that 50% of businesses don’t usually answer the phone when it rings. If that’s a potential client calling for information or to make an appointment, this leads to missed opportunities, inconveniences and possibly brand damage.
“If I personally call a business with a question and get an answer, I’m happy. Customers call for a reason – and if their need is met, they’re satisfied and won’t go elsewhere.”
Think you’re sorted because you have voicemail set up? The problem is, in many cases the person calling wants an instant answer. Hearing a voicemail message is like hitting a dead end, meaning they’re likely to move on to the next business to call.
Naomi says AI phone agents ensure the call doesn’t go to voicemail.
“They can take information, book an appointment or convert an inquiry into something actionable. They have a soft sales capacity and can guide the caller to the next step, like saying, “I’ve taken your details for the quote, and you’ll receive it within the next few hours”. They can even check stock levels and respond accordingly.
With a little planning, the possibilities are incredible. AI phone agents can make and take unlimited calls simultaneously, making them very effective for scaling. They’re also available 24/7 and don’t sleep. You can set time conditions too; for example, during business hours, calls can be transferred, but after hours, the AI can take a different action. It’s very beneficial for businesses that want to be global, or for those servicing multiple time zones. The interaction is always available. It can take you anywhere you want to go.”
Would you be receptive to a bot taking your calls? I think it’s fine – as long as a human is involved in the process somewhere (closely) down the track!
Naomi says “It’s a game-changer for businesses looking to grow, establish a solid brand, or focus on personalised sales rather than just answering calls.
Trust is built through experiences. A good website builds trust by showcasing credibility. Social platforms and reviews add social proof. When you combine this with great AI technology, followed up by genuine human care, you create a solid foundation. It tells customers, “We’re at the forefront of our industry. We’re not operating out of a garage – we’re a forward-thinking, tech-savvy business”.
Amen, sister!
Would having AI phone agents be beneficial to your company?
My advice? Remember to be completely transparent when utilising them, and never set up and use agents in a way that gives customers the false pretence that they’re talking to a human. For example, Naomi’s team programs their AI to clearly say it’s a digital team member.
“Ethics are essential. With any business tool, you can use it to do the right thing or the wrong thing.”
It’s also important to note that with the technology constantly advancing, it’s unlikely to be a set-and-forget system anytime soon, so be prepared for frequent updates and retraining.
What are your thoughts on having AI phone agents for your company? Yay or nay – and why?
If you’re keen to explore this topic further, check out Chapter 8: From Clicks to Conversations in my book ‘AI-Human Fusion’. You can purchase a copy at Amazon, Booktopia, Dymocks, and most leading bookstores.
P.S. This article was written entirely by my fingertips thanks to my human brain, my book, and contributions from fellow humans.
