When a customer rings and a machine answers, the first ten seconds decide whether they stay on the line. Tell them what is happening, simply, before anything else.
Say these four things at the start
- That this is an AI assistant, in the first sentence.
- That the call may be recorded, and transcribed if it is.
- What you will do with their details: usually only the booking or the callback.
- How to reach a person: a keyword, a button, or simply asking for one.
A greeting that does all four, briefly: "Good afternoon, Sunrise Dental. I'm an AI assistant and this call may be recorded. How can I help?" You can ask for a person at any time.
Why it matters in Singapore
A caller's name, number and what they say are personal data under the Personal Data Protection Act (PDPA). A recording collects personal data, so callers should be told, and you should collect only what you need and keep it only as long as you need it. If you are unsure how the PDPA applies to your business, ask the Personal Data Protection Commission or a lawyer. This guide is general information, not legal advice.
Things to avoid
- Hiding that it is an AI, or giving it a human name and a backstory.
- Asking for NRIC numbers or card details by voice.
- Keeping recordings for longer than you need them.
- Using the assistant to phone people who did not ask to be called. Marketing calls are covered by the Do Not Call rules, so keep outbound calls to existing customers and service reminders.
A short test
Call your own line and listen once as a stranger would. Did you know it was an AI? Did you know it might be recorded? Could you reach a person? If any answer is no, change the greeting.
General information for businesses, not legal advice.