The indispensable role of voicebots in customer service

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Voicebot technology is rapidly gaining popularity within customer service. Where customer service used to (read: just a few years ago) consist mostly of text-based channels such as email and live chat, we are now seeing a shift to more natural, voice-based interactions.

A voicebot can conduct real-time conversations with humans. This means a human employee is no longer needed for that conversation.

For you as a business, that means more efficiency and scalability. In turn, your customers benefit from the speed and accessibility of a voicebot. They can get help 24/7 without having to wait on hold for a long time.

What are voicebots and how do they work?

First, let's dive into what exactly voicebots are. A voicebot is often confused with IVR (interactive voice reponse), also known as a choice menu.

But a voicebot is much more than that: it is technology capable of understanding human speech, responding to it, and making calls on its own. At their core, voicebots function like chatbots through spoken language.

Through technologies such as natural language processing (NLP) and machine learning (ML), voicebots are able to interpret questions and understand context.

Voicebots versus chatbots: what's the difference?

Although we classify chatbots and voicebots both under conversational AI, they differ in their use and capabilities.

Chatbots logically work through text, and voicebots through speech. However, both voicebots and chatbots can run on the same technology.

In fact, a voicebot can be a voice-based version of a chatbot.

The technical basis behind voicebots

Voicebots function thanks to a combination of NLP, ML and speech recognition technology. The process usually works in three steps:

• Speech recognition (ASR: automatic speech recognition): This system converts the caller's spoken language into text for the voicebot to understand. This uses algorithms to accurately recognize words, phrases and intonations.
• Natural Language Processing (NLP): NLP analyzes the converted text and interprets the meaning, context and intent of the message. This is important for understanding what the caller really means, especially with complex questions or a more difficult to hear pronunciation.
• Generating a response (TTS: text-to-speech): Once the voicebot understands the customer question, it generates an appropriate response that is then spoken. This uses text-to-speech technology so that the answer is returned to the caller in natural, human speech.

These steps create a system that can listen, respond and learn from previous interactions. Thus, a voicebot also becomes increasingly accurate and helpful.

Voicebot applications and examples

Imagine your customer calls with a simple question.

Instead of hanging in the queue endlessly with the same music on hold, he or she immediately gets a voicebot on the line. This smart assistant helps the customer right away.

Is the voicebot really unable to answer the call? Then the caller is transferred immediately to an agent. Customer happy, you happy.

Of course, this is only a basic example of what a voicebot call can look like. But in essence, it comes down to this. Here are some other practical scenarios.

1. Automation of frequently asked questions (FAQs) and simple requests

Even though many answers can often be found on the website, many people like to call and get their answer quickly.

For questions that come up again and again, such as asking about opening hours or the expected delivery time of a package, a voicebot provides immediate answers. This not only provides callers with quick clarity, but also allows agents to spend their time on other questions.

Efficiency up, wait time down!

2. Order status and track & trace information

Voicebots can instantly inform customers about the status of their order or shipment. By simply speaking an order number, customers get instant updates on expected delivery.

This reduces customer service wait time and gives customers the information they need quickly and efficiently.

3. Confirm and change appointments and reservations

Voicebots help customers make, confirm or change appointments and reservations, for example in healthcare or hospitality.

This relieves employees of common administrative tasks and makes it easier for customers to manage their appointments.

4. Personal assistant for product or service selection

When choosing a product or service, such as an insurance package or telecom subscription, voicebots can work as personal assistants. They ask questions to identify customer needs and make recommendations based on the answers.

This is especially useful for customers who don't know exactly what they need and helps them make the right choice faster.

"Voicebots bring human interaction and scalability together in one channel. They are not just a tool, but a strategy to really help customers at any time."

The benefits of voicebots in your customer service

“Isn't a chatbot enough to serve customers well?”, or “when customers call, don't they want to speak to a member of staff?” and ”isn't a drop-down menu enough to help customers get ahead?”

Rightful questions we hear more often, so that's why we like to tell you what concrete benefits there are to implementing a voicebot in your customer service.

1. Direct and accessible customer service

We are supporters of accessibility. With a voicebot, you offer the caller immediate support, without waiting time or repeating questions.

Customers only need to speak their question, and the voicebot responds immediately.

And that makes for a faster and more user-friendly experience. A voicebot also offers a solution for people who, for whatever reason, have trouble with chatbots.

2. More personal through speech

Because voicebots can interpret callers' speech and respond similarly, they add a more personal and natural feel to conversations.

The caller's voice intonation and word choice can also offer insight into their mood, allowing the voicebot to respond in a customer-focused way. This level of engagement is somewhat more difficult to achieve through text.

3. Increased efficiency and less pressure on employees

Voicebots take over routine and repetitive tasks, such as answering frequently asked questions or assisting with simple problems. This reduces pressure on customer service agents, allowing them to focus on other tasks.

A well-equipped voicebot also prepares questions in advance so that an agent doesn’t have to ask them again.

4. Voicebots and chatbots: the power of unity

Although chatbots and voicebots each have their own strengths, they complement each other extremely well.

Voicebots provide additional accessibility for people who prefer speaking to typing, while chatbots are ideal for silent environments or situations where text-based interaction is preferred. Together, they form a top-notch team that supports customers through their preferred channel.

5. 24/7 reachability and scalability

Voicebots are always available, 24/7. They can support an unlimited number of customers at the same time, providing tremendous scalability.

All without incurring a lot of additional costs. This makes voicebots especially valuable during busy periods or for international companies serving customers in different time zones.

What does the future look like for voicebots?

With continued improvements in AI, natural language processing and machine learning, voicebots are becoming more intelligent and human in their interactions.

However, we do think it remains important to make it clear that callers are not speaking to a real human being. Right now, a voicebot is still fairly easy to recognize, but if a voicebot sounds exactly like a real human being, there should be no doubt about it.

Are voicebots a step forward in customer service?

As far as we are concerned, yes. Voicebots offer more than just a new communication channel. They bring a new dimension to the way customers experience interactions with companies.

After all, you are literally giving a voice to your business. They make it possible to support customers proactively, in a personalized way and without delay.

For many companies, voicebots are therefore not only a convenient tool, but also a strategic tool to increase customer satisfaction, strengthen loyalty and improve service.

At Seamly, we integrate voicebots onto your existing customer service systems. Curious about the possibilities? Feel free to contact us. We would love to help you take your customer service to the next level!