From Chat to Voice: The Next Step in Customer Contact

Even with the rise of chatbots, self-service, and AI agents, the phone remains the channel of choice for many customers. Some questions are simply easier, or quicker, to ask in a conversation. At the same time, providing phone support outside business hours or during peak times is a challenge for many organizations. That means missed opportunities to help customers instantly over the phone and reduce pressure on customer service teams.

Making the most of your existing chatbot content

Over the past few years, many organizations have invested heavily in building advanced, content-rich chatbots powered by conversational AI. Much of this knowledge and these dialogue flows are perfectly suited for phone-based interactions, but often remain unused there. By reusing chatbot content in a voicebot, you can deliver the same service across multiple channels without reinvesting in new scripts, processes, or software.

What we mean by “Voicifying”

Voicifying means extending your existing chatbot into a voicebot using the same logic and knowledge base to handle spoken conversations. A voicebot acts as the voice-driven counterpart to your chatbot, capable of answering FAQs, initiating processes, and collecting information for handover to human agents. That could include details like an address, invoice number, or delivery date.

By voicifying your chatbot, you can handle incoming calls when no agents are available, whether that’s after hours or during busy periods.

Consistency across all channels

Offering the same conversation flows via both chat and voice creates a consistent customer experience. Customers receive the same answers, in the same tone of voice, and following the same processes—whether they choose to interact via chat or phone. This makes the experience predictable and familiar for customers while simplifying management for your team. You only need to maintain your chatbot content, as the voice layer taps into the same knowledge base, dialogues, and logic.

Extra capabilities for voice

A voicebot can do more than just answer questions. Features like Authenticated Voice allow callers to be instantly identified without security questions. This speeds up conversations, increases security, and reduces the chance of errors. (We’ve written a separate blog post explaining how Authenticated Voice works.) In short: a logged-in customer calls from the app, and Seamly uses a temporary token to pass the correct customer details directly to the agent.

Other features, like silence detection, help keep calls flowing smoothly. If the caller doesn’t respond, the voicebot can repeat the question or automatically transfer the call to an agent.

Fast to implement, big impact

Voicifying your customer contact doesn’t require lengthy development projects or complex system overhauls. You’re building on existing content and software. Seamly can make your current chatbot voice-ready in a short amount of time—maximizing the return on your content investment while improving availability and customer satisfaction.

For many customers, the phone will always be a key channel. By enhancing it with the capabilities of a voicebot, you make customer contact more efficient, more consistent, and easier to scale. And perhaps most importantly—you help customers faster and better.

Curious about what Seamly can do to voicify your chatbot? Get in touch for a demo.