XBert AI Reviews

Nextiva’s XBert AI is a virtual agent/receptionist service that leverages Nextiva’s cloud communication network. It handles customer inquiries across voice calls, SMS, and website live chat.

It’s primarily designed for small-to-medium businesses (SMBs) and solopreneurs that want to answer calls, manage chats, qualify leads, book appointments, and resolve issues 24/7 without hiring a full-time receptionist.

One of its biggest advantages is that it can handle unlimited simultaneous calls 24/7, helping businesses avoid busy signals and missed opportunities during peak times. Plus, it automatically records and transcribes all customer calls.

Setup starts with XBert’s onboarding wizard, which creates an AI employee with receptionist, support, and FAQ skills. XBert learns your business’s services, policies, opening hours, and FAQs from your website, with the option to add more information manually or by uploading documents.

Users can then customize the AI agent’s avatar, voice, greeting, knowledge sources, and enabled skills.

Once deployed, Xbert AI acts as a frontline administrator, routing requests, completing tasks, and integrating with calendars and CRM tools to shift customer management into autopilot.

Although XBert AI is a standalone service, it still works inside Nextiva’s ecosystem. That said, businesses can choose to use the included Xbert number, transfer existing numbers, or configure call forwarding in their current phone system.

Before customers start calling, businesses can make a few test calls to check whether XBert understands their services, business hours, policies, and website-specific information.

If something sounds incomplete, users can update the agent’s knowledge with new services, pricing details, corrected information, or guardrails for what the AI should avoid saying. To train the AI receptionist, you can add knowledge sources, such as websites, PDFs, or documents.

XBert can also be tuned through skill modules. For example, the receptionist skill handles intelligent routing, the support skill helps answer questions and create tickets, and lead generation can be added through a guided setup to turn conversations into business opportunities.

While you can use pre-built roles, XBert AI also lets you build an agent from scratch for specific use cases. You create it once to use across multiple workflows, saving time and keeping your processes consistent.

XBert AI’s receptionist portal is where the service turns customer interactions into trackable opportunities, appointments, and requests. After onboarding, users land on a homepage with a shared inbox, an AI employees panel, and a real-time analytics dashboard.

Every interaction handled by XBert appears in the shared inbox as a ticket, with a handover summary, action items, and a link to the full transcript.

Since XBert AI works across voice calls, SMS, and website live chat, teams can monitor every customer conversation in one place instead of switching between separate tools.

Users can also import existing contacts into XBert from a CSV file, Google Contacts, or Microsoft 365 Contacts, making it easier to centralize customer information before handling calls, texts, and chats.

The dashboard also highlights customer engagement, call summaries, sentiment, transcripts, and AI performance across connected channels.

Once the AI receptionist is trained and tested, businesses can connect it to phone, text messaging, and live chat. Phone setup can use XBert’s included number, but the most practical option is usually call forwarding from an existing business phone number, with rules for all calls, scheduled calls, busy lines, or after-hours handling.

Each channel also has its own handoff settings, so XBert can forward calls to a designated team or send text/email notifications when a person needs to follow up.

For SMS, businesses must complete 10DLC registration before sending and receiving business texts. This is mandatory for compliance purposes and requires company details, a tax ID, opt-in information, sample messages, a public privacy policy, and a registration fee. Its approval typically takes 15 to 20 business days.

Live chat is simpler: you copy the widget code from the portal and publish it on the site. While this is a simple task for most, less tech-savvy people may need help from a web developer.

Unlike traditional automated phone menus that route callers to a department or voicemail, XBert AI focuses on completing tasks.

It can answer calls with a customized greeting, ask qualifying questions, capture customer details, book or reschedule appointments through calendar sync, and handle fluent voice or text conversations using natural language processing.

This makes XBert especially useful during busy periods, as it can respond across multiple conversations, convert live chat and text inquiries into booked customers, and route important cases to the right team member.

If a question falls outside its knowledge base or a customer asks for a person, XBert can forward the call or send a text/email notification with context, such as a transcript and summary, so employees can continue without making the customer repeat everything.

XBert AI’s voice quality is outstanding. However, more attentive callers may note a slight processing lag between a caller finishing their sentence and the LLM generating a response.

Another limitation is long-term customer memory. XBert can use caller ID to greet returning customers by name, but it doesn’t appear to build a deep, multi-day call history. For example, if someone calls back about an issue discussed previously, the AI may treat the conversation as a mostly fresh interaction rather than continuing from a detailed customer profile.

Administrative upkeep is often one of the biggest bottlenecks for small teams, a problem that Xbert AI addresses through automated post-interaction logging.

After a call or chat ends, the system generates a concise summary of what happened, the customer’s intent, and any completed actions.

Combined with transcripts, sentiment analysis, and interaction analytics, this helps businesses understand what customers are asking for and where follow-up is needed.

The useful part is that XBert keeps these records tied to tickets, contacts, and follow-up workflows. It also supports CRM integrations to keep customer records, leads, and follow-ups organized, while calendar integrations with Google Calendar or Microsoft Outlook allow it to schedule appointments directly.

It’s also worth noting that you can create custom reports from scratch or use the report template library, with options like the Abandoned Call Detail Report, Inbox Detail Report, and Ticket Summary Report.

You can also schedule AI Employee reports to be generated and sent to specific recipients on a custom recurrence.

XBert AI's pricing is as transparent as possible. There’s only one plan and no long-term contracts.

It costs $99 per month, which includes up to 100 interactions. After meeting that limit, you pay $0.99 per interaction.

Nextiva considers one interaction when:

• XBert takes a call that lasts more than 30 seconds.
• XBert replies to an SMS or chat message at least three times.

That means you only pay for actual conversations and not missed calls or unanswered messages.

The plan includes setup and implementation, 24/7 phone, SMS, and chat availability, custom AI training for your business, calendar integration, call transcripts, and analytics.

There’s no free trial, but you can use a 30-day money-back guarantee to test the service for one month after purchasing risk-free.

We reached out to Nextiva via email with a question about the service and received a reply in under 30 minutes.

Our experience is the same as most people, considering its above-4.5 rating on Trustpilot.

Bobby Devine says:

On the downside, replies can have a slight delay, SMS setup requires 10DLC registration, and long-term memory across separate calls still feels limited.

Nonetheless, with pricing at $99 per month for 100 interactions, $0.99 per extra interaction, and a 30-day money-back guarantee, XBert AI is a strong option for businesses that want always-on customer support across calls, SMS, and live chat.