Should AI answer the phone? | That's Business with Alan Kohler

Voice AI is one of the clearest fronts in the fight over what artificial intelligence will actually do to human work.

Not in theory, and not eventually - but right now, in one of the most routine, repetitive and heavily staffed parts of the economy: the call centre.

00:00 – Can AI replace call centre workers?
02:39 – The business case for AI phone agents
07:28 – Testing out talking to AI
12:20 – Should AI tell you it's AI?
14:31 – Building Phonely from Melbourne to Silicon Valley
18:12 – Pricing and competitors
21:15 – Pushing humans to more complex work
23:51 – Is Phonely making money or is it part of the AI bubble?
26:11 – Scam risks of AI phone calls
27:27 – Should we fear AI?

Will Bodewes is the Melbourne graduate behind Phonely.ai, a now San Francisco-based startup building voice agents for businesses that want phones answered instantly, cheaply, and at scale.

He joins Alan Kohler to talk about what that means for the millions of people who currently do that work, how much of this is really about productivity versus replacement, and why the pitch to business is as blunt as it sounds - lower costs, no wait times, and fewer missed opportunities.

But this interview does something extra too. Alan actually talks to the AI itself - testing what it sounds like, how natural it feels, where it stumbles, and what that reveals about both the promise and the limits of the technology.

They also get into the bigger questions: whether customers should always be told they are speaking to a machine, how close voice AI is to sounding fully human, the risks of scams and fraud, and whether tools like this are making life easier - or just quietly automating more people out of a job.

Will Bodewes, founder of Phonely.ai joins Alan Kohler to unpack it all on That's Business with Alan Kohler.

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