Strengths of each
AI answers instantly, handles many calls at once, works around the clock and is consistent. It is limited on unusual requests, emotional callers and anything not covered by its information. People handle nuance, persuasion and difficult situations far better but cost more per call, need shifts and create queues at peak times.
A practical split
Look at your call reasons. If most calls are about bookings, opening hours, status updates or simple questions, AI can take most of them. Route billing disputes, complaints and sales conversations above a certain value to people. Review transcripts regularly to move more call types to AI only when it handles them well.