AI Receptionist and Call Transcription for Business
Routine calls answered around the clock, and every important call written up for you.
Indigo Unified Communications quotes and sets up AI receptionists and call transcription for businesses across Glasgow and Scotland. An AI receptionist answers calls, understands what the caller wants and routes them or answers common questions. Transcription turns calls into searchable text with summaries. 3CX offers both on its AI Edition, 8x8 offers AI summaries and AI Studio voice agents, and Microsoft Teams Phone can transcribe calls and summarise them with Copilot. We set it up, check the data protection side and support it from Glasgow.
What does an AI receptionist do?
An AI receptionist is a voice assistant that answers your phone line. Instead of "press 1 for sales", the caller says what they need in their own words. The AI works out the request, answers simple questions from information you give it (opening hours, directions, how to book), and puts the caller through to the right person or queue.
It doesn't replace your team. It takes the repetitive calls and covers evenings and weekends. Anything it can't handle goes to a person or a voicemail. If you'd rather keep a traditional keypad menu, see IVR and auto attendant →
What is call transcription?
Call transcription converts a recorded call into text. Good systems separate the speakers, so you can see who said what, and add a short AI summary with the key points and follow-up actions. Instead of listening back to a 20-minute call, you read a paragraph, or search every call for a customer name or order number.
Transcription usually builds on business call recording →, so the same rules on consent, retention and access apply.
How it works on 3CX, 8x8 and Teams Phone
| Platform | AI receptionist | Transcription and summaries |
|---|---|---|
| 3CX | AI Receptionist answers and routes calls and answers common questions 24/7, on 3CX's AI Edition. AI agents can draw on your company information, and AI call screening works in the 3CX apps | Voicemail transcription on PRO. Full call transcription with each speaker identified, plus summaries and sentiment, depending on the 3CX edition and system size, which we confirm in your review. You can choose the transcription engine, including 3CX's own |
| 8x8 | 8x8 AI Studio and the Intelligent Customer Assistant provide AI voice and digital agents for 24/7 self-service, as an add-on | Voicemail to email with transcription. In the contact centre, AI wrap-up summarises each interaction, and speech analytics picks out sentiment and topics on the top tier |
| Microsoft Teams Phone | Teams auto attendants route calls by menu and speech. Microsoft is adding AI features quickly, so we check the latest options in your review | Teams can transcribe phone calls when your admin allows it. Copilot can summarise calls and suggest follow-ups for users with a Microsoft 365 Copilot licence |
The 3CX AI Edition, 8x8 AI Studio, Microsoft 365 Copilot and AI receptionists are quoted on request, scoped to the calls you want AI to handle.
Is AI call transcription legal under UK GDPR?
Yes, when it's set up properly, but it adds duties you should plan for. This is general guidance, not legal advice.
- A transcript is personal data, just like the recording it came from. You need a lawful basis and a clear purpose, and you should tell callers, usually in the message before the call connects.
- Do a data protection impact assessment (DPIA). The ICO says that in the vast majority of cases, using AI to process personal data is likely to be high risk and will trigger the legal requirement for a DPIA. If you decide yours isn't high risk, you still need to record why.
- Know where the data goes. Some engines process audio with a third party, possibly outside the UK. On 3CX you can pick the engine, including 3CX's own. Check the supplier's data processing terms.
- Set a retention period and limit access, as you would for recordings.
- Take care with sensitive calls. Helplines often hear health details, and card security codes should never be recorded or transcribed.
The ICO's AI guidance is under review following the Data (Use and Access) Act 2025.
Who it suits
- Leisure and entertainment venues: the AI answers "what time do you open?" at busy times, so staff can focus on bookings. Leisure and entertainment →
- Construction and renewable energy firms: when everyone is on site, the AI takes the details and passes them on. Construction → · Renewable energy →
- Charities: transcribed voicemails help small teams keep up, with careful set-up where callers may be vulnerable. Phone systems for charities →
What we set up
- A review of which calls an AI can safely handle, and which must always reach a person
- The AI receptionist's greeting, knowledge and hand-off rules, tested before go-live
- Transcription and summary settings, including which engine processes the audio
- A caller announcement, and a checklist for your DPIA and retention period
- Links into call reporting → and Microsoft 365 →
Frequently asked questions
What is an AI receptionist?
An AI receptionist is a voice assistant that answers your business line, understands what the caller says, answers common questions and routes the call to the right person or queue. It works 24 hours a day. On 3CX it's part of the AI Edition, and 8x8 offers AI voice agents through AI Studio. We quote both on request.
Will callers know they're talking to an AI?
They should. Being open with callers is part of UK GDPR's transparency principle, and it avoids frustration. A short greeting such as "You're through to our automated assistant" works well. We also set clear hand-off rules, so callers can reach a person when the AI can't help or when they ask to.
Do I need a DPIA for AI call transcription?
Probably. The ICO says most uses of AI to process personal data are likely to be high risk, which makes a data protection impact assessment a legal requirement. If you conclude your use isn't high risk, you still need to document that decision. This is general guidance, not legal advice.
Can Microsoft Teams transcribe phone calls?
Yes. Teams can transcribe calls to and from normal phone numbers when your administrator allows transcription in the calling policy. With a Microsoft 365 Copilot licence, users can also ask Copilot for a summary and follow-up actions during or after the call. Retention follows your Microsoft 365 settings.
Book a free phone system review
We'll look at which of your calls could be answered or summarised by AI, and what that means for your data protection. You'll get a written recommendation within 2 working days, with pricing on the business phone systems page → as the starting point.