AI Receptionist vs Hiring Staff
For UK dental practices · Updated July 2026
TL;DR
An AI receptionist and a human receptionist solve different problems. SmadiDesk (from £149/month) provides 24/7 call coverage, Dentally coming soon on eligible plans, and lead capture at a direct subscription cost shown below. But AI can’t greet patients in person, process insurance claims, or handle complex admin. Practices can keep existing staff on in-person duties and use AI for forwarded calls outside hours, during lunch, or when lines are busy.
True Cost Comparison
AI Receptionist
Additional Receptionist
Salary source: ONS Annual Survey of Hours and Earnings 2025 (provisional), Table 14.7a, SOC 4216. Employer National Insurance and pension costs vary by salary, applicable thresholds, qualifying earnings, and scheme.
Side-by-Side Comparison
| Criteria | AI Receptionist | Hired Staff |
|---|---|---|
| Annual Cost | ✓ £1,788–£7,788/year (12 months at monthly pricing) (SmadiDesk) | £24,678/yr median full-time salary + variable employer costs (ONS ASHE 2025) |
| Coverage Hours | ✓ 24/7/365 including bank holidays | Working hours only (37.5–40 hrs/week) |
| Holiday / Sick Cover | ✓ Included in 24/7 service coverage | 28 days holiday + sick days (need cover or voicemail) |
| Peak-call handling | ✓ Stays available during busy periods without relying on one receptionist | One call at a time per person |
| Dentally status | Coming soon on eligible plans | Manual — receptionist uses Dentally directly |
| Setup / Onboarding | ✓ Self-serve configuration | Recruitment and training required |
| Consistency | ✓ Uses configured call-handling instructions | Varies with mood, experience, workload |
| In-Person Tasks | Cannot do — phone only | ✓ Can greet patients, manage front desk, filing |
| Patient Rapport | Natural conversation, but no personal relationship | ✓ Builds long-term relationships with regular patients |
| Complex Admin | Handles calls, booking, lead capture | ✓ Full admin: insurance, referrals, records, payments |
| Scalability | ✓ Plan-based concurrent-call capacity | Need to hire more people as you grow |
| Training | ✓ Configured around practice information and call handling | Practice-led training and handover |
AI + Your Existing Team
Practices can use AI as overflow support alongside existing staff:
- During hours: AI catches calls when your receptionist is busy with patients, on another call, or at lunch
- Outside hours: AI can handle calls forwarded during evenings, weekends, and bank holidays
- Peak times: AI provides overflow capacity when the receptionist is busy
This “AI + human” model supports overflow and after-hours call handling without replacing in-person duties or complex admin.
Which Should You Choose?
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