What to Automate vs. Keep Human: A Simple FAQ Decision Matrix

Automating your phone lines with an AI receptionist is one of the most powerful efficiency boosts a modern business can implement. But smart automation isn't about handing everything over to an AI. It's about strategically deciding which tasks to automate and which to reserve for the unique expertise of your human team.

So, how do you decide? The answer lies in a simple decision matrix that weighs three key factors for every potential question your customers might ask.

The FAQ Decision Matrix: Frequency × Complexity × Risk

For any given customer question, ask yourself where it falls on these three scales:

1. Frequency: How often is this question asked? (Low to High)
2. Complexity: Does the answer change based on many variables? (Low to High)
3. Risk: What is the consequence of a misunderstanding? (Low to High)

The rule of thumb is simple:

High Frequency + Low Complexity + Low Risk = Perfect for AI Automation. Low Frequency + High Complexity + High Risk = Best Reserved for a Human.

Low-Risk Automations: The AI's Sweet Spot

These are the repetitive, predictable questions that tie up your staff's valuable time. Your AI receptionist can handle these flawlessly, 24/7.

• Business Hours & Location: "What are your hours?" "Where are you located?" (High Frequency, Low Complexity, Low Risk)
• Basic Service Descriptions: "Do you offer teeth whitening?" (High Frequency, Low Complexity, Low Risk)
• Standard Pricing Ranges: "What's the starting price for a haircut?" (High Frequency, Low Complexity, Low Risk)
• Appointment Booking: "I'd like to schedule an appointment." (High Frequency, Medium Complexity, Low Risk with calendar sync)

Human-Worthy Scenarios: Where Your Team Shines

These are the conversations where human nuance, empathy, and strategic thinking are irreplaceable.

• Custom or Complex Quotes: "I need a quote for a full kitchen remodel." (Low Frequency, High Complexity, High Risk)
• Sensitive Customer Issues: "I'm very unhappy with my last service." (Low Frequency, High Complexity, High Risk)
• High-Value Sales Inquiries: "I represent a large company and I'm interested in a corporate package." (Low Frequency, High Complexity, High Risk)
• Detailed Medical or Legal Advice: Any question that goes beyond scheduling and into the realm of professional consultation. (Low Frequency, High Complexity, Very High Risk)

Industry Examples: Putting the Matrix to Work

Real Estate Agency:

• AI: "What are the showing times for 123 Maple Street?"
• Human: "Can you help me understand my mortgage pre-approval options?"

HVAC/Trades:

• AI: "Do you offer emergency 24/7 service?"
• Human: "My AC unit is making a strange grinding noise I've never heard before; what do you think it could be?"

Medical Clinic:

• AI: "Are you currently accepting new patients?"
• Human: "I'm having a reaction to the medication you prescribed."

Printable FAQ Decision Matrix Worksheet

Use this one-page guide to analyze your own customer questions and build the perfect, balanced phone automation strategy.