AI call answering with human oversight: it picks up when you can't

Who it’s for

Offices, law firms, estate agents, consultancies and B2B service firms where the phone is answered by the same people who run meetings, visit clients and do the actual work. A client rings about their case, a supplier about an order, another company about an invoice. Each of those calls either interrupts someone or goes unanswered.

If someone at your company already answers the phone all day, the assistant is more useful outside office hours and when that person is away. If you get two calls a day, this role won’t pay for itself.

What the role covers

• Answering calls when nobody picks up, during meetings or outside office hours, as you set it.
• Introducing itself in your company’s name and finding out who is calling and why.
• Putting the call through to the right person or department, using the list in the role card.
• Booking a call back or a meeting in a free slot in your calendar.
• Answering simple questions: your address, opening hours, invoicing details, how to get there, which documents to bring to a meeting.
• A note after every call, by email or in your messaging app: who called, what about and what was agreed.

What the assistant doesn’t do

• It doesn’t make sales calls or hold sales conversations. It only answers incoming calls.
• It doesn’t give legal, tax or technical advice, and it doesn’t judge your clients’ cases.
• It doesn’t make promises on your behalf: no dates, prices or terms that aren’t in your materials.
• It doesn’t share anything about a client’s matter with a caller it can’t identify under the agreed rules.

When it hands over to a person

When the caller asks for a specific person, when the matter is urgent, disputed or about money, when the assistant isn’t sure what it heard, and when the caller is upset. If the right person is free, it puts the call through. If not, it books a call back and sends a note.

Oversight by a MEZA specialist

Within a package of 3, 6 or 10 hours a month, a MEZA specialist reviews the calls passed to people and the ones where the assistant didn’t understand something. They keep the list of people and topics up to date and send a monthly report: number of calls, calls put through, call backs booked. If you only get a few calls a day, running the role is usually enough on its own, without an oversight package.

It’s a service, not employment. The specialist works remotely and follows our procedures.

How we start

1. You fill in the form. We send a free quote within 24 hours.
2. Free Concept: a sample call script with the assistant’s answers to your callers’ questions.
3. We write the role card: who handles what at your company, when to put calls through, and what the assistant never says.
4. We set up call forwarding from your number and connect your calendar.
5. A pilot on real calls. You read the notes, we refine the scripts.
6. After the pilot you decide whether to carry on.

Do you run a salon, studio or garage and mainly want to take bookings? See how we set up an AI voice receptionist.

Rules and data

As of 23 October 2026. The assistant tells every caller that it’s your company’s AI assistant. Article 50 of the AI Act requires this in the EU, and we apply the same rule in the UK. It also gives a short notice about how the caller’s data is processed. We process data under a data processing agreement and don’t record audio by default. The number stays on your own contract with your phone provider, and call minutes and the voice platform sit on your own accounts with the providers.

Tell us how many people answer the phone at your company today and when the assistant should take over. You’ll get a free quote within 24 hours, including weekends and public holidays.