AI receptionist vs hiring a receptionist: what each costs, and what each is good at.
In short
In Malaysia, a full-time receptionist costs at least RM1,700 a month in wages (the national minimum wage) plus 13% employer EPF, roughly RM1,921 before SOCSO and EIS, and covers one shift. An AI receptionist like Cozee starts at RM129 a month and answers routine questions and bookings 24/7 in several languages. It doesn't replace a person for judgement calls or walk-in customers. Most small businesses use it to cover nights, weekends and busy hours rather than to replace staff.
Side by side
| Hiring a receptionist | Cozee | |
|---|---|---|
| Monthly cost | From about RM1,921 (minimum wage + employer EPF) | From RM129 |
| Hours covered | One shift, around 45 hours a week | 24 hours, 7 days |
| Languages | Whatever the hire speaks | Replies in the customer's language |
| Sick days & leave | Need cover | Not applicable |
| Judgement calls & complaints | Strong | Hands them to you |
| Walk-in customers | Yes | No, chat only |
| Setup | Recruit and train | Describe your business, review, go live |
Wage figures: Malaysia's national minimum wage of RM1,700 a month (Minimum Wages Order 2024, effective 1 February 2025) and the 13% employer EPF rate for monthly wages of RM5,000 and below. Check current rates before budgeting.
When each makes sense
Hire when…
customers walk in all day, conversations need judgement or selling, or your front desk also handles payments and stock.
Use an AI receptionist when…
most messages are the same questions about prices, hours and availability, many arrive after closing, or your team is busy serving customers and can't answer the phone.
Use both when…
you want your staff focused on customers in front of them while the AI handles routine enquiries and books slots around the clock.
Common questions
Last updated September 30, 2026
- Is an AI receptionist cheaper than hiring staff?
- For routine enquiries, yes. Cozee starts at RM129 a month, against at least RM1,921 a month for a minimum-wage hire with employer EPF. But it only covers conversations, not walk-ins or in-person work.
- Can an AI receptionist replace my front-desk staff?
- Usually not entirely. It's best at the repetitive questions and bookings that interrupt your team, and at covering hours when nobody is available. Complaints and judgement calls are handed back to a person.
- What happens when the AI doesn't know an answer?
- Cozee answers only from the information you've approved. When something isn't covered, it tells the customer a person will follow up and flags the conversation for you.
AI receptionist vs hiring a receptionist: what each costs, and what each is good at.