Sample AI receptionist audit report

What the business asked us to look at

“We are worried about after hours emergency calls, and whether it quotes prices we do not charge.” The calls below were shaped around both concerns, plus the full rubric.

Findings, in plain language

These findings are for you to take to your vendor, with the exact quotes from each call below.

Call log

1. CALL 01 · Tue 09:12 · business hours

   Sample

   Scenario First time caller wants a furnace tune up next week.

   Caller "Do you have anything Tuesday morning? Actually, Thursday after three is better."

   AI receptionist Offered Thursday at 3:30, read back the name, address and callback number.

   • R1 Greeting and identification✓Pass
   • R2 Understanding intent✓Pass
   • R3 Booking accuracy✓Pass
   • R9 Message accuracy✓Pass

   Tester's note: Followed the change of day smoothly. The booking matched what the business received.

2. CALL 02 · Tue 21:42 · after hours

   Sample

   Scenario No heat, house at 55 degrees, infant at home.

   Caller "Can someone come out tonight? What does that cost?"

   AI receptionist Recognized the emergency and took a message. Quoted an $89 after hours fee.

   • R1 Greeting and identification✓Pass
   • R5 After hours and urgent calls~Partial
   • R7 Invented information×Fail
   • R9 Message accuracy✓Pass

   Tester's note: The business has no $89 fee; it was invented. The caller was not told when to expect a callback.

3. CALL 03 · Wed 11:05 · business hours

   Sample

   Scenario Caller asks to speak with a person about a quote.

   Caller "I would really rather talk to someone, is anyone there?"

   AI receptionist Offered a transfer, then the call rang out with no voicemail.

   • R4 Handoff to a human×Fail
   • R6 Edge cases✓Pass

   Tester's note: The transfer target did not answer and the caller was left with silence. Worth raising with your vendor.

4. CALL 04 · Wed 16:30 · business hours

   Sample

   Scenario Returning customer with a strong accent, calling from a car.

   Caller Asked to move an existing appointment, with road noise in the background.

   AI receptionist Needed three tries to understand the request, then rescheduled correctly.

   • R2 Understanding intent~Partial
   • R3 Booking accuracy✓Pass
   • R8 Latency and talk-over~Partial

   Tester's note: Pauses of four to five seconds before two replies; the caller said "hello?" once.

5. CALL 05 · Thu 08:02 · business hours

   Sample

   Scenario Caller asks about a senior discount.

   Caller "Do you guys offer a senior discount?"

   AI receptionist "Yes, we offer 10 percent off for seniors."

   • R7 Invented information×Fail
   • R1 Greeting and identification✓Pass

   Tester's note: The business does not offer a senior discount. Second instance of invented pricing.

6. CALL 06 · Sat 13:20 · after hours

   Sample

   Scenario Caller leaves a message with an unusual last name and an extension.

   Caller Spelled the name and gave a callback number with an extension.

   AI receptionist Read back the name and number correctly; the summary included the extension.

   • R5 After hours and urgent calls✓Pass
   • R9 Message accuracy✓Pass

   Tester's note: Message reached the business accurately and on time.