How Smith.ai Is Redefining Virtual Receptionist Services for Modern Businesses

In a recent mini interview, SmartSites’ Cassandra Goethe sat down with Daniel Doolan of Smith.ai to explore how their innovative virtual receptionist services are helping small and medium-sized businesses engage leads and streamline communication—24/7.

Daniel introduced Smith.ai as a pioneer in the space, combining over 10 years of experience with powerful tech and human touch. From custom call handling to intelligent lead qualification, the company has positioned itself as a one-stop shop for smart communication tools.

“We’re not just another answering service—we’re a communication partner built for scale,” said Daniel.

Let’s break down the highlights from our conversation.

Smith.ai at a Glance

Smith.ai serves businesses across industries with a range of communication solutions. At the heart of their offering is their virtual receptionist service, which leverages over 500 live, North America-based agents. These receptionists don’t just answer calls—they follow custom scripts, qualify leads, and perform intake based on business-specific rules.

But it doesn’t stop there.

Smith.ai also offers an AI receptionist tool, developed in-house. This AI isn’t just a chatbot. It pulls from a custom FAQ database, adapts to your workflows, and can escalate calls to human agents when needed.

“Our AI receptionist isn’t off-the-shelf. It’s built from scratch using the insights we’ve gathered over a decade,” said Daniel.

What Makes Smith.ai Different?

When asked what sets Smith.ai apart, Daniel pointed to two things: technology depth and hybrid support. Unlike many competitors, Smith.ai pairs AI tools with real human agents in a seamless, intelligent workflow. Businesses don’t have to choose between automation and white-glove service—they get both.

This hybrid model improves reliability and trust. The AI handles common questions and intake efficiently, while human agents are always ready to step in when the situation demands nuance or urgency.

Favorite Features from the Inside

Cassandra also asked Daniel about his personal favorite features. His top pick? The configurability of the AI receptionist.

“You can customize everything—from FAQs to how we capture leads—down to the finest detail,” he said.

He also highlighted the importance of smart escalation. If the AI detects uncertainty or a high-value opportunity, it immediately loops in a live agent to ensure the interaction stays on track.

These features work together to maximize lead capture, prevent dropped opportunities, and create a seamless experience for customers—day or night.

 “You can customize everything—from FAQs to how we capture leads—down to the finest detail.” — Daniel Doolan, Smith.ai

Built for Real-World Business Needs

One of the biggest challenges small businesses face is missing opportunities due to limited staff or after-hours calls. Smith.ai addresses this with 24/7 coverage and scalable solutions tailored to each business’s needs.

They also support website chat services, direct message handling, appointment scheduling, and even outbound call campaigns. Whether a customer contacts you through your site, a phone call, or a chat pop-up, Smith.ai is designed to capture and route that lead in real time.

“Too many businesses lose leads after hours. We make sure that doesn’t happen,” Daniel added.

Watch the Full Interview

Our conversation with Daniel Doolan barely scratched the surface of what Smith.ai can do—but it gave us a clear picture: they’re not here to answer phones. They’re here to help businesses grow smarter.

If you’re curious about how Smith.ai’s combination of AI and human receptionists can improve your lead response time and boost conversions, this mini interview is worth watching. Watch the full video and discover how Smith.ai could be the missing link in your customer engagement strategy. Watch the Full Interview Recording Now