The problem
From January to April the phone rings while every preparer is with a client, and new callers who reach voicemail ring the next office on the list. If you miss 4 new-client calls a week and 1 in 4 would have booked a $400£301€358A$577C$565 return, that's about 4 clients a month, $1,720£1,293€1,539A$2,483C$2,431 in fees.
What the AI does
Smith.ai's AI Receptionist answers calls around the clock, asks new callers the questions you set (return type, last year's preparer, how they heard of you), books appointments through scheduling tools such as Calendly, and can transfer a call to a live receptionist. Returning clients get a message taken for the preparer. The AI receptionist is set up to collect details and book, never to answer tax questions; those calls go to a preparer, as IRS Circular 230 and the office's own rules require.
A worked example
An illustrative example built from typical figures, not a named business.
A three-preparer tax office in Houston gets about 90 calls a month it can't answer in filing season, many from new clients searching for a preparer. It forwards unanswered calls to Smith.ai from January to April and books new clients straight into the office's Calendly.
Before
About 4 missed new-client calls a week going to voicemail
After
Those callers answered and about 4 more new clients booked a month
What it's worth
About $1,032£776€923A$1,490C$1,459 a month in profit from January to April, against a $150£113€134A$217C$212 to $188£141€168A$271C$266 cost. 4.3 more clients a month (1 in 4 of 4 calls a week x 4.3) at $400£301€358A$577C$565 is $1,720£1,293€1,539A$2,483C$2,431 in fees, and at an assumed 60% margin that's $1,032£776€923A$1,490C$1,459. AI Receptionist Pro is $150£113€134A$217C$212 a month for 75 calls, and 90 calls adds 15 at $2.50£1.88€2.24A$3.61C$3.53, $188£141€168A$271C$266. Calendly's free plan covers one appointment type.
How to set it up
- Write the questions for new callers and the answers to the five questions callers ask most: prices from, hours, what to bring, location and parking.
- Tell the receptionist never to answer tax questions or give an opinion on a return, and to take a message for a preparer instead.
- Connect the office's Calendly so new clients can be booked into open appointment slots.
- Forward unanswered calls to Smith.ai from January to April and listen to a sample of calls each week in the first month.
- Keep the caller details you receive inside your practice software and your written information security plan, not in personal email.
What goes wrong
- Pro covers 75 calls; past that each call costs $2.50£1.88€2.24A$3.61C$3.53, so a busy March can cost more than you expect. Check the call count weekly.
- An AI receptionist can misunderstand an unusual request. Set a clear rule to transfer or take a message when it isn't sure.
- Calendly's free plan has one event type and no reminders; reminders start on Standard at $10£8€9A$14C$14 a seat a month billed yearly.
- Callers sometimes read out Social Security numbers. Set the script to say it won't take them by phone.