Should an AI operator tell callers it’s an AI? Three options and ready phrases
Sado AI team · · 4 min read
In short
An AI operator should never pretend to be human: if the caller asks “Are you a robot?”, it tells the truth and carries on. The rest is the company’s choice: introduce it as a “voice assistant” in the greeting, or say so only when asked. Either way, keep it short and calm, with no apologies. If the caller wants a person, transfer them to staff or agree that a manager will call back. You can also say at the start that the call is recorded.
Why tell the truth
Callers spot a voice operator quickly: replies come very fast, and the same question gets the same answer twice. If an operator pretended to be human and is found out, the caller stops trusting the company itself. An honest operator loses nothing: for many callers, what matters is a fast, correct answer.
Uzbekistan has a law on personal data. If you have questions about recording calls or telling callers they’re speaking with AI, ask a lawyer.
Three options: which suits you
| Option | How it sounds | When it fits |
|---|---|---|
| Say it in the greeting | “Assalomu alaykum, Nur learning centre, I’m Malika, the voice assistant” | For example, on outgoing calls or when customers are used to technology |
| Say it when asked | A normal greeting; to “Are you a robot?”: “Yes, I’m the centre’s voice assistant” | For example, on incoming calls when callers want a quick answer |
| Pretend to be human | “No, I’m a person” | Never: if found out, trust is gone |
Ready phrases
- “Are you a robot?” — “Yes, I’m the Nur centre’s voice assistant. I’ll answer your question or, if needed, put you through to the receptionist.”
- “Can I talk to a person?” — “Of course, I’ll put you through now.” Or: “Everyone’s busy right now; the receptionist will call you back. When suits you?”
- “Is this being recorded?” — “Yes, the call is recorded for quality.”
- “I won’t talk to a robot.” — “I understand. Shall the receptionist call you back? What time suits you?”
Don’t apologise or explain at length: one sentence is enough, then go back to the caller’s question.
Example: “Are you a robot?”
Sado: Assalomu alaykum, Nur learning centre, this is Malika. Go ahead.
Caller: Hello. Sorry, are you a robot?
Sado: Yes, I’m the centre’s voice assistant. I’ll answer your question, and if needed I’ll put you through to the receptionist.
Caller: Okay. When does the IELTS course start?
Sado: A new group starts on 15 November, three evening classes a week. Shall I book you a trial lesson?
Caller: Yes, please.
Sado: Okay. Could you tell me your name and which day suits you?
The operator told the truth, went back to the caller’s question after one sentence and led the call to its goal: a trial lesson. The course details are an example.
Outgoing calls are different
When the company calls, the customer wasn’t expecting it. So say three things in the first sentence: who, from which company and why. For example: “Assalomu alaykum, this is Malika, the Nur centre’s voice assistant. I’m calling to remind you about your trial lesson tomorrow.” If the customer says “don’t call me again”, that number isn’t called again.
How it works in Sado
If Sado’s operator is asked directly “Are you a robot?”, it never claims to be human: it says it is the company’s voice assistant and carries on. You choose the operator’s name and greeting, so you can add “voice assistant” to the greeting. If you want, the operator says at the start that the call is recorded; this can be switched on or off.
If a caller asks for a person, the operator transfers the call to a staff member’s phone by your rule. More: AI operator for incoming calls and FAQ. Try it live and ask “Are you a robot?”.
Questions
What if a caller won’t talk to a robot?
Don’t push: transfer them to staff or agree that a manager will call back. For many other callers, a fast answer matters more.
Won’t callers hang up when they hear “voice assistant”?
Some might. Measure it instead of guessing: use two versions of the greeting for a few weeks each and compare the outcomes in the recordings.
Is it right to give a robot a name?
Yes. A name makes the call feel natural and isn’t a lie: it’s the voice assistant’s name. Sado’s voices are Malika and Shohruh, and you choose the operator’s name: Uzbek voice operator.
Does the law require saying it’s a robot?
That may depend on the industry and the type of call. Ask a lawyer for an exact answer; telling the truth is the safe choice either way.