AI vs Human Receptionist: The Real ROI
By Frontly
Hiring a receptionist is one of the biggest fixed costs for a real estate agency. But is it the best use of your budget? Let's compare the numbers.
Cost Comparison
| Cost Item | Human Receptionist | AI Front Desk (Frontly) |
|---|---|---|
| Base cost | $60,000 - $70,000/year | From $1,788/year ($149/mo annual plan) |
| Superannuation (12%) | $7,200 - $8,400 | N/A |
| Leave loading (17.5% on 4 weeks) | $800 - $900 | N/A |
| Training and onboarding | $2,000 - $5,000 | N/A |
| Workers compensation (3-5%) | $1,800 - $3,500 | N/A |
| Setup | N/A | Waived on annual plans |
| Total annual cost | $71,800 - $87,800 | From $1,788, plus metered minutes past your allowance |
| Hours of coverage | 38/week ordinary hours | 24/7/365 |
Recruitment is left out of the total on purpose: replacing a receptionist costs $3,000 to $8,000, but it is a one-off when somebody leaves rather than an annual cost, and counting it every year would overstate the comparison.
Base salary: SEEK, Australia, 2026. Superannuation guarantee 12% (ATO, from 1 July 2025). Frontly rates are ex-GST and current at August 2026; see pricing for every plan size and every metered rate.
Capability Comparison
| Capability | Human Receptionist | AI Front Desk (Frontly) |
|---|---|---|
| Concurrent calls | 1 at a time | Unlimited |
| After-hours coverage | No | Yes |
| Weekend & holiday coverage | No (or overtime rates) | Yes |
| CRM integration | Manual data entry | Real-time auto-sync |
| Call transcripts | No | Every call |
| Response time | Varies | Instant (first ring) |
A human receptionist can handle one call at a time. During busy periods (Monday morning, Saturday after open homes), calls queue and prospects hang up.
An AI front desk handles unlimited concurrent calls. Every call answered on the first ring, every time.
The Verdict
For most agencies, the ideal setup is AI handling after-hours, overflow, and routine enquiries, with your human team focused on high-value client interactions. This gives you 24/7 coverage at a fraction of the cost of additional staff.