Smith.ai vs AI Receptionist: Which Wins? (2025)

Your phone rings. Again. And again. While you're with a customer, in a meeting, or simply trying to get actual work done.

Most small businesses miss 60% of their calls. And here's what stings: 80% of callers won't leave voicemail. They'll just call your competitor instead.

If you're weighing Smith.ai versus a dedicated AI receptionist for your business, you're asking the right question. Both promise to answer every call professionally without breaking your budget. But they take very different approaches to solving the same problem.

This guide breaks down features, pricing, and real-world performance so you can decide which actually fits your needs. No fluff, no vendor-speak. Just the comparison you need to make an informed choice.

What's the Difference Between Smith.ai and AI Receptionists?#

Before we compare features line by line, you need to understand what you're actually comparing.

Smith.ai offers a hybrid model. Their AI Receptionist answers and screens calls initially, then escalates to a live human receptionist when needed. They've been in the virtual receptionist business for over a decade, bringing that experience to their AI product. Think of it as AI-first with a human safety net.

Pure AI receptionists (like Eden, Upfirst, Breezy) take a different path. The AI handles everything autonomously through natural language conversation. No call center agents standing by. These automated answering services can forward urgent calls to your team if needed, but there's no outside human backup included in the service.

The hybrid approach costs more but offers human intervention. The AI-only approach costs less and gives you full control over customization.

Neither is inherently better. It depends entirely on what your business actually needs.

Smith.ai vs AI Receptionist: Feature Comparison#

How 24/7 Call Answering Works#

Both approaches nail the basics. Your calls get answered on the first ring, any time of day.

Smith.ai emphasizes their decade of experience handling calls, with AI or human backup always available. We built Eden with the same commitment: 24/7 live answering so no call ever hits voicemail.

The difference isn't whether calls get answered. It's how they're handled when things get complicated.

How Call Handling Quality Compares#

Smith.ai's approach: Their AI follows structured scripts to gather information (name, reason for calling, case details). If the AI encounters a question it can't handle or a caller requests a human, it can instantly transfer to a live Smith receptionist 24/7.

AI receptionist approach: Services like Eden rely entirely on the AI's training and your configured rules. Our AI phone assistant asks custom questions to qualify leads and collect details. For urgent situations, we can warm-transfer calls to your team based on keywords or triggers you define.

The key distinction: Smith.ai's backup is their call center. Our backup (when you need it) is your staff.

How Appointment Scheduling Works#

Both solutions book appointments, just through different mechanisms.

Smith.ai's AI integrates with tools like Calendly to schedule during calls. If the caller needs something the AI can't handle, human agents can step in to finalize booking.

We built Eden with direct two-way integration to Google Calendar and Outlook. Our AI proposes open slots and books them in real-time on your actual calendar. After each call, we can text or email the caller a summary and scheduling link to confirm or modify appointments.

Both work. Smith.ai leans on Calendly plus human agents for complex cases. We integrate directly with your existing calendars for a seamless workflow.

Lead Qualification: How AI Captures Customer Details#

This is where AI receptionist services shine. Both can automate your intake process completely.

Smith.ai's edge: When a call turns into a complex consultation beyond the script, the AI can bring in a human receptionist to continue conversationally.

Eden's edge: We let you import your entire FAQ or knowledge base so the AI can answer specific questions about your business. Pricing plans, service areas, appointment types. Our AI becomes an expert on your company specifically.

CRM Integration Comparison#

Smith.ai dominates here. They tout compatibility with over 7,000 apps via direct integrations and Zapier. HubSpot, Clio, Slack, Salesforce. If you need call data automatically logged in specialized software, Smith.ai probably has a pre-built connector.

AI receptionist platforms focus on essentials: calendar integration, email/SMS summaries, and API access for custom integrations. We cover the fundamentals well, but Smith.ai's mature ecosystem offers more out-of-the-box connections.

If your workflow absolutely requires specific CRM integrations, verify what each service supports before committing.

How Spam Call Filtering Saves You Time#

Neither service makes you pay for junk calls.

Smith.ai: Automatically blocks over 20 million known spam numbers. Any spam that slips through can be retroactively removed from billing (up to 10% allowance monthly).

Eden: Our IntelliSpam filtering system blocks robocallers and known scam sources, filtering out roughly 90% of nuisance calls before they reach you. You can auto-reject toll-free numbers and maintain a custom block list. Our AI detects likely spam behavior and hangs up automatically.

The bottom line? Both services save you from paying for robocalls. Smith.ai gives a 10% billing allowance; we simply don't count obvious spam in the first place.

We've calculated that strong spam filtering can save users over 15 hours monthly that would otherwise be wasted on junk calls.

Bilingual Support: English and Spanish#

Both services are fully bilingual in English and Spanish. No extra charge.

Smith.ai's receptionists (AI and human) are bilingual with seamless language switching. Our AI also offers bilingual English/Spanish support, detecting the caller's language and responding accordingly.

If your clientele includes Spanish speakers, either solution ensures they're served in their native language.

Voice Quality and Customization Options#

Modern AI voices sound remarkably natural. Callers often mistake them for real people.

Eden lets you choose from multiple voice options (at least 6 voices, male/female, some bilingual) and set the AI's tone or personality (friendly, formal). You can add a custom greeting message for your specific line.

Smith.ai's AI voice is polished and professional, but you don't get multiple persona choices. It's designed to be consistently pleasant for all industries based on their experience handling millions of calls.

If branding and voice style matter to you, AI receptionist services typically offer more customization parameters.

Dashboard and Call Recording Features#

Both provide online dashboards for reviewing calls and messages.

Smith.ai: Client portal with call logs, transcripts, and real-time analytics. Integrates with Slack or Microsoft Teams for instant call summaries. Includes automatic PII masking in transcripts for security.

Eden: Live feed of all calls (answered, missed, spam blocked). Each record includes full transcript and recording you can replay. We send instant summaries via SMS and email by default so you're always in the loop.

Both make it easy to review what happened and follow up with leads. Both maintain enterprise-grade encryption and privacy measures for call data.

The Human Backup Difference Explained#

This is the major differentiator.

Smith.ai's defining feature: If the AI determines a caller needs a human or if the caller requests one, Smith can instantly involve a live receptionist from their 24/7 team. Currently included in AI plans during their beta period at no extra cost.

An upset customer or complex inquiry? The AI hands off seamlessly. The caller doesn't hang up or call elsewhere.

AI-only services don't have on-demand human agents standing by. We support call transfers to your team. For instance, Eden can detect urgent keywords and warm-transfer to your emergency contact. If that person doesn't answer, our AI takes a detailed message and promises fast callback.

The approach relies on your company's availability for critical calls, not an external call center.

Key question: Do you need an always-available human touch without involving your staff? Or are you comfortable with AI handling 95% of situations and escalating to your team when needed?

Payment Collection Capabilities#

Smith.ai offers an advanced feature: ability to process retainer payments or deposits during calls by integrating with payment systems or handing off to a receptionist.

Most AI receptionist platforms (including Eden) don't handle payment processing directly. We focus on lead capture, appointment booking, message taking, and call routing.

If you need callers to pay for services during calls, Smith.ai's solution might be necessary. For most small businesses, the standard features suffice.

How Phone System Integration Works#

Both provide straightforward setup.

Smith.ai gives you a dedicated forwarding number (local, toll-free, or you can port your main line to them).

We do the same at Eden. You get a number on signup, then set your current line to forward to that number whenever you want the AI to answer (after 3 rings, after hours, or always). We provide in-app guides for forwarding from various carriers (AT&T, Verizon, RingCentral). You can choose to forward all calls or only unanswered calls.

No new hardware needed with either service. Both send text and email notifications for any missed calls or voicemails.

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Pricing Comparison: What Does Each Cost?#

Cost often decides the winner. These services structure pricing very differently.

Let's talk numbers.

Smith.ai Pricing: Per-Call Model#

Smith.ai bills per call, with tiered monthly packages. As of 2025:

• Starter plan: $95/month for 50 calls

• Basic: $270/month for 150 calls

• Pro: $800/month for 500 calls

Overage fees run roughly $2.10-$2.40 per extra call depending on plan.

Every answered call counts the same, whether it's 1 minute or 15 minutes. Smith.ai argues this creates better alignment (they claim per-minute services "want to maximize call length" while you want efficient calls).

The upside: Predictable cost per inquiry. Long conversations don't penalize you.

The downside: Lots of brief calls (30-second hang-ups, frequent spam beyond the 10% allowance) can burn through credits quickly. Companies with very short calls or variable volume might prefer per-minute plans.

Smith.ai offers a 30-day money-back guarantee, 10% discount for annual prepayment, and no long-term contract.

AI Receptionist Pricing: Per-Minute or Unlimited#

Many AI receptionist services charge by minute of call time or offer minute bundles.

Eden's plans:

→ Plus plan: $39.99/month with 200 minutes included (roughly 40-50 calls in practice)

→ Overage rate: About $0.20 per additional minute

→ Pro plan: ~$99/month with unlimited minutes (flat rate)

You pay for duration rather than fixed call count. A 30-second wrong number costs a fraction of a minute. A 10-minute detailed call uses 10 minutes of your plan.

For many small businesses, minute-based models prove cost-efficient when call lengths vary. Average AI receptionist plans range from $50 to $300 monthly depending on usage. That's much lower than human-staffed services which often start around $300 and climb into the thousands for high call volumes.

Real Cost Examples: Which Saves Money?#

Let's get specific. Say your business gets 100 calls monthly, averaging 2 minutes each.

With Smith.ai (100 calls, 2 min average):

100 calls requires at least the Basic plan ($270 for 150 calls). You're well under the limit, so no overage. Total: ~$270/month. The 200 total minutes don't matter under per-call billing.

With Eden (100 calls, 2 min average):

100 calls × 2 minutes = 200 minutes. That fits our Plus plan ($40 for 200 min) or Pro plan ($99 for unlimited). Total: $40-$99/month.

In this scenario, the AI-only service costs half to one-third as much.

Now say those 100 calls average 6-7 minutes each (~600-700 minutes total).

With Smith.ai:

Still just 100 calls. Basic plan ($270) or Starter ($95) covers you easily regardless of length. Per-call pricing doesn't change. Total: $95-$270/month.

With Eden:

600-700 minutes pushes you to unlimited tier ($99) or higher usage. Total: **$99/month** for unlimited.

The breakeven depends on your actual call patterns. Smith.ai themselves note that if you prefer per-minute, competitors like Rosie might suit you better.

How AI Compares to Human Receptionist Costs#

Context matters. Human virtual receptionist services like Ruby charge roughly $245/month for just 50 minutes. Higher plans run $700-$1,600 monthly for a few hundred minutes.

In-house receptionists cost $3,000+ monthly (salary plus benefits).

Both Smith.ai and AI receptionist services are far more affordable than humans. Even Smith's highest plan ($800 for heavy volume) is framed as "a fraction of an in-house receptionist". The AI works 24/7 without overtime.

Are There Hidden Fees?#

Both Smith.ai and Eden advertise transparent pricing with no hidden fees. Neither requires setup fees or contracts. You can cancel anytime (Smith.ai asks for 30 days notice).

Nuances to watch:

• Smith.ai's pricing covers calls only. Their live webchat or text answering are separate add-ons/plans.

• Eden includes SMS follow-ups and transcriptions at no extra cost. Outbound SMS for appointment links uses a tiny portion of minutes or has plan limits.

• Smith.ai includes human backup in the AI plan during beta. If that changes post-beta, watch for add-on fees.

Both offer risk-free trials: Smith.ai has a 14-30 day money-back guarantee. Eden offers a 1-week free trial (30 minutes free) for new users.

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Pros and Cons: What Works and What Doesn't#

Smith.ai AI Receptionist Advantages and Drawbacks#

Strengths:#

✓ Human backup 24/7: If AI gets stumped or a caller needs personal handling, a live receptionist takes over anytime without the caller hanging up. This hybrid approach provides a genuine safety net.

✓ Lead qualification expertise: 10+ years of call handling experience tuning AI with data from 20 million calls. Specifically optimized for converting callers to customers.

✓ Deep integrations: Supports thousands of apps out-of-the-box. Direct plugs to your CRM, helpdesk, scheduling software. Even offers free number porting.

✓ Per-call billing advantage: If you have long average call times, per-call pricing is economical. A 1-minute and 15-minute call both count as one call. Predictable cost aligned with lead opportunities rather than time spent.

✓ Professional quality: Trusted by 5,000+ businesses. Includes call recording and transcription by default, instant summaries to email/Slack, payment collection, and Calendly scheduling on calls.

Weaknesses:#

✗ Higher price point: Plans start at $95/month for relatively small volume. Cost per call can be significantly higher than per-minute services. The jump from $270 to $800 to cover more calls is steep.

✗ Per-call model drawbacks: Less forgiving for very short calls or fluctuating volume. Hang-ups, wrong numbers, spam beyond 10% threshold still count as calls. Overages are $2+ each versus $0.20/minute elsewhere.

✗ No HIPAA compliance: Not HIPAA-compliant out of the box. Won't sign Business Associate Agreements for healthcare. (Same limitation as most AI services currently.)

✗ Separate offerings for chat/text: Phone answering is one plan, live web chat is another. If you want multi-channel, costs multiply.

✗ Less voice personalization: High-quality AI voice, but less user control over persona. No variety of voices or accents to choose from. Standard neutral, friendly voice. Competitors let you customize the AI agent's name, voice, and backstory to fit your brand.

AI Receptionist Services Pros and Cons#

Strengths:#

✓ Lower cost and scalable usage: More budget-friendly. Start as low as $25-$40/month for substantial coverage. Many offer unlimited call handling at flat rates, removing overage worries. Extremely competitive cost that makes 24/7 coverage predictable.

✓ Full customization and business knowledge: AI can be deeply customized to your business. Craft the greeting, questions asked, load detailed FAQs the AI uses to answer callers. Give specific answers like "Yes, we do free consultations for personal injury" or "Our service call fee is $79." You're training it like a new human receptionist with knowledge bases and scripts.

✓ Quick and easy setup: Auto-configure by scraping your website or Google listing with company name, hours, services, common questions. Many users go live the same day. Minimal technical work. Just set call forwarding and you're operational.

✓ Unlimited capacity and consistency: AI handles multiple calls simultaneously. Five calls at once? The AI greets all five in parallel. No human can do that. No risk of human error or mood. AI consistently follows the script and stays courteous. For routine interactions (the bulk of most calls), this consistency is powerful.

✓ Feature innovations: Rapid addition of new capabilities. Some services offer outbound follow-up (AI calls customers back automatically). Multi-channel integration (same AI answers phones, texts, web chats). Breezy combines AI phone with integrated CRM and SMS in one platform. Dedicated AI providers push the envelope on automation across customer touchpoints.

Weaknesses:#

✗ No guaranteed human option: There's no live agent safety net built into the service. If AI gets confused by an unusual request, it may take a message or apologize that it can't assist further. Your staff can be emergency contacts (AI transfers to you), but if unavailable, the caller waits for callback. 99% of calls handled by AI, but that 1% where human touch could save the day relies on your availability.

✗ Integration limitations: Cover basics (calendars, email/SMS notifications, Zapier hooks) but might not natively integrate with specialized software. Logging every call in Salesforce or legal case management might require Zapier workflows or manual work. The gap is closing, but Smith.ai has an edge in enterprise integration support today.

✗ DIY customization effort: Lots of customization is powerful, but you spend time configuring and training your AI. Write scripts, upload FAQs, refine responses. Providers try to simplify this (we import FAQs automatically), but you get out what you put in. If you prefer hands-off, Smith.ai or human service might suit better.

✗ Potential technology hiccups: AI services are tech products. Occasionally glitches happen (voice understanding errors, system outages). Reputable providers have high reliability (we claim 99% uptime, Smith.ai similar), but outages could mean unanswered calls unless you manually revert to voicemail. Smith.ai's backup: route to human if any "unexpected technical issue" occurs. With pure AI, you rely on infrastructure redundancy.

✗ "Personal touch" perception: Some callers prefer speaking to humans and might feel disengaged if they realize it's AI. This is becoming less of an issue as voices improve. Many callers don't notice or don't mind as long as their issue is handled. But if your clientele skew older or discuss sensitive info, friendly human voice could have emotional impact AI lacks. Smith.ai's use of live agents for complex calls directly addresses this. With Eden, the "personal touch" comes when you or your staff follow up.

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How to Choose the Right Solution for Your Business#

The "best" choice depends entirely on your priorities.

When to Choose Smith.ai#

You want comprehensive service with a human safety net. If your industry demands personal touch or you can't risk any call going astray, Smith.ai's hybrid AI+human model is appealing.

Excellent fit for:

→ Law firms, high-end services, or situations where nuanced conversation might be needed to secure a client

→ Businesses that value integrations (sales team needing every call in HubSpot instantly)

→ Many calls outside normal questions that AI might not handle

→ Premium price for peace of mind that no call will fall through the cracks

Ensure your call volume aligns with their per-call bundles to make it cost-effective. Start with Starter or Basic plan to test (money-back guarantee if it doesn't work). If human handoffs save a client or two, it pays for itself.

Also great if you're not inclined to spend time configuring an AI. Smith.ai's team handles heavy lifting in setup and adjustments.

When to Choose an AI Receptionist#

You are cost-conscious and have fairly standard call workflow that AI can handle.

Excellent fit for:

→ Home services contractors, consulting firms, solo professionals

→ Questions callers ask are predictable (hours, services, "can I leave a message")

→ Budget under $100 monthly (you'll get more mileage than from Smith.ai's higher plans)

→ You love the idea of tuning AI to be an extension of your brand

Businesses that are tech-savvy or willing to experiment thrive with this approach. You continuously update the AI as you notice new question types, making it smarter every week. Over time, the AI feels indistinguishable from a well-trained human receptionist who knows your business inside-out.

You can always forward truly urgent calls to your cell or team member. So you do have a fallback, just one you provide.

If after trying AI-only service you feel something's missing, you can pivot to hybrid or human service. But many companies find the AI alone is enough given how advanced conversational tech is in 2025.

Can You Use Both Solutions Together?#

Some businesses use combinations: AI receptionist as first line for cost-savings, then human service as secondary backup for overflow or certain call types.

Smith.ai can serve in that layered capacity (AI first, then human). Or use AI on weekdays and human service only on weekends.

These strategies optimize costs while ensuring coverage. However, managing two services adds complexity. Most pick one primary solution.

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Which AI Receptionist Solution is Right for You?#

Smith.ai vs AI receptionist isn't good vs bad. It's about what balance of automation versus human touch you want, and what budget you're working with.

If you never want to worry about a caller getting stuck, and you don't mind paying a premium for concierge-level answering, Smith.ai is a top-tier choice.

If you need to maximize every dollar and still get reliable 24/7 call answering, AI receptionist services deliver tremendous value (often for less than the cost of a single lost customer). Many small businesses find this "good enough" and are thrilled by how much they save and how quick the setup is.

One thing is clear: Whether you choose Smith.ai or a pure AI receptionist, you'll win back time and business that used to be lost to missed calls. Both solutions solve the fundamental problem of callers reaching voicemail or getting no answer.

Studies show 67% of clients base hiring decisions on who responds first. An AI receptionist ensures that's you.

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Frequently Asked Questions#

Can AI receptionists really replace human receptionists for small businesses?

For most small businesses, yes. AI handles routine inquiries (hours, services, appointment booking, lead capture) extremely well. Studies suggest AI manages 95%+ of standard calls effectively. The 5% edge cases (highly complex or emotional calls) are where humans add value. That's why Smith.ai offers human backup, and why we let you transfer urgent calls to your team. If your call patterns are predictable, AI-only works great. If you handle sensitive or unpredictable conversations regularly, hybrid or human services might fit better.

What happens if the AI doesn't understand a caller?

Both approaches handle this differently. With Smith.ai, if the AI gets stumped, it can escalate to a live receptionist immediately. The caller stays on the line and gets human help. With AI-only services like Eden, the AI does its best to clarify or takes a detailed message for callback. You can configure the AI to transfer to your staff for specific situations. Modern AI is surprisingly good at handling varied questions, but the backup method differs.

How long does setup actually take?

Both services are fast. Smith.ai typically onboards you within a day or two with their team's help. AI receptionist platforms like Eden can be live the same day. We auto-import your business info from your website or Google listing. You just need to forward your phone line (we provide step-by-step guides for all major carriers). The AI starts answering immediately and you refine it over the first few days as you see how calls go.

Will my callers know they're talking to AI?

Probably not, unless you tell them. Modern AI voices are remarkably natural, and callers often mistake them for real people. The conversation flows like talking to a well-trained receptionist. Some businesses mention "virtual assistant" in their greeting for transparency. Others don't. Most callers care more about getting their question answered quickly than whether it's AI or human answering.

Do these services work for my industry?

Both Smith.ai and AI receptionist services work across many industries. Smith.ai has strong presence in legal, real estate, and professional services. We built Eden for SMBs including contractors (HVAC, plumbing, electrical), property management, IT support, salons, gyms, and many other service businesses. Important exception: Neither service currently supports healthcare providers (no HIPAA compliance) or restaurants. For most other industries, both solutions work well.

Can I try before committing?

Yes. Smith.ai offers a 30-day money-back guarantee. Eden offers a 1-week free trial with 30 minutes included. We recommend testing both if you're torn between them. Run them for a week or two, listen to call recordings, and see which aligns better with your needs. Both have no long-term contracts, so you can cancel anytime if it's not working.

What if I get way more calls than expected?

With Smith.ai's per-call plans, extra calls incur overage fees ($2-$2.40 per call depending on plan). You'll see this in your next bill. With minute-based AI services, extra minutes bill at overage rates (around $0.20/minute). Or you can upgrade to an unlimited plan like Eden's Pro tier (~$99) for flat-rate unlimited calling. Both approaches let you scale. Just monitor your usage in the first month so you're not surprised.

How do I forward my existing phone number to the AI service?

Both services provide detailed guides. Generally, you set up call forwarding through your phone carrier (mobile, landline, or VoIP provider). You can forward all calls to the AI number, or only forward when you're unavailable or after a certain number of rings. We provide carrier-specific instructions for AT&T, Verizon, RingCentral, Google Voice, and others. Most setups take under 10 minutes. No hardware changes needed.

Can the AI book appointments into my actual calendar?

Yes, with both services. Smith.ai integrates with Calendly and similar scheduling tools to check availability and book appointments. Eden integrates directly with Google Calendar and Outlook for two-way sync. The AI checks your open slots in real-time and books them on the call. You get notified immediately, and the caller gets confirmation via text or email.

What if I need to make changes to how the AI answers?

Both services let you customize. With Smith.ai, you work with their team to adjust scripts, questions, and routing. Changes usually take effect within a business day. With AI receptionist platforms like Eden, you have a dashboard where you can edit the greeting, questions, FAQs, and call routing rules anytime. Changes are often instant or within minutes. The level of DIY control varies, but both services are flexible and let you refine the AI as your needs evolve.