What is a Voicebot and What Do You Need to Know About It?
A voicebot, also known as a voice assistant, is an advanced platform that uses artificial intelligence algorithms. These algorithms enable high-quality, realistic conversations that are comparable to interactions with a contact center employee. How does a voicebot work? Spoken phrases or numbers selected on a keypad are analyzed in real-time by artificial intelligence. The results of this analysis determine the next steps taken by the voicebot. The application of voicebots is incredibly broad. They are used not only in large customer service centers but also in many industries such as healthcare, hospitality, automotive, education, banking, insurance and finance. Additionally, they are highly effective in HR processes like recruitment, as well as in debt collection and authentication.
What is a Voicebot or the Popular Voice Assistant?
A voicebot, also called a voice assistant, enables the automation of customer service. Depending on the industry and type of business, its goals can include relieving the consultant team, improving communication quality, increasing efficiency, reducing costs and more. The program can use one of many speech synthesizers or a professional narrator’s voice.
- Initially, voicebots were used only for the most common and repetitive processes. However, today, this technology has advanced to offer extensive customization and modification capabilities, making it successful in handling complex issues.
What does this mean in practice? First and foremost, it means the ability to professionally handle a large number of incoming calls by a small team of qualified consultants. Even in the event of a sudden and unforeseen increase in inquiries, there is no need to hire additional staff, as the Polish Voicebot guarantees a high level of service and customer satisfaction.
How Does a Voicebot Work?
Effective operation of a voicebot is possible thanks to multiple cooperating layers responsible for recording, processing received information, taking further actions and generating appropriate responses.
- The first layer is the advanced voice interface, responsible for precise speech recognition. The voicebot also uses it to quickly convert text to speech. With a natural speech engine, it generates comprehensible voice messages.
- The next layer is responsible for understanding the spoken commands by the user.
- A crucial layer is the knowledge base, which can be integrated with a semantic search engine or a CRM system used by the company.
- This layer details all the subsequent steps taken by the voicebot based on the user’s provided information.
- The final layer allows full integration with external systems, telephony and applications necessary for performing specific tasks.
A second-generation voicebot is a highly advanced tool offering extensive business support. Without it, professional service for a large number of customers would be much more costly and less efficient.
Why is a Voicebot So Effective?
It has long been observed that call center employees, customer service centers, information line consultants and similar workers frequently answer repetitive questions and solve the same or very similar problems.
- In practice, this means a significant burden on employees, which directly translates into longer wait times for speaking with a consultant. Unfortunately, the longer the wait time to speak with a contact center employee, the lower the satisfaction with the service. This applies to every industry, regardless of its specifics.
- To avoid the high costs associated with hiring, training, and onboarding new call center employees, many companies invest in modern solutions such as voice assistants. Voicebot is an effective tool that works well not only in large corporations but also in smaller enterprises and even small businesses.
The key to a voicebot’s effective operation is advanced artificial intelligence algorithms. Through machine learning, the voice assistant continuously improves the quality and effectiveness of conversations, with each new interaction being better than the previous one.
Applications of Voicebots
Automating customer service is the most effective way to relieve contact center employees and reduce wait times for speaking with a consultant. Additionally, a voicebot can perform numerous tasks without any involvement from customer service staff. What functions can a voicebot serve?
- The first of these is authentication, or client authorization, which is necessary to proceed with the conversation and provide case details. This is a repetitive task that consultants spend a lot of time on. Automating this process brings benefits to both parties from day one.
- Another task for which a Voicebot can be programmed is client or case identification, as well as checking the current status. In these cases, connecting with a consultant is also not necessary. The voice bot can easily handle these tasks, and the client does not have to wait to be connected to a call center employee.
The Voicebot is ideal for providing various types of information, such as payment deadlines and the total amount due. Additionally, it can inform about a new product or service, changes in company data, order status, shipment location, and many other matters.
Other Applications of Voicebots
The aforementioned soft debt collection is one area where the Voicebot stands out with high effectiveness. The number of calls made, the timing, and the content of messages can be freely modified and adjusted to current requirements. Using a voice bot in debt collection ensures that the entire collection process is carried out according to a script that complies with company standards. Additionally, the ability to quickly connect with a consultant allows for a higher number of cases to be resolved.
- HR, or recruitment, is another application of voice bots. Practice shows that the more people are subjected to this process, the greater the chances of finding the right candidate.
- The voice bot can also be used to schedule meetings and book appointments. This is an extremely practical device for many entrepreneurs specializing in service provision. An additional option in the form of appointment confirmation allows for better schedule management, which in practice directly translates into increased sales.
- The Polish Voicebot is an excellent tool for quickly activating and deactivating various services without the need to speak with a consultant. Why is this important? Mainly because the voice bot guarantees full availability, regardless of the day of the week and the time.
- Other practical applications of the Voicebot include handling complaint submissions, confirming payment receipt, reporting failures, and automatically extending payment deadlines.
The Polish Voicebot is also used for customer satisfaction surveys and verifying sales leads, handling even tens of thousands daily. Leads obtained from sources such as the website have significantly higher value when verified. In such cases, the consultant does not waste valuable time talking to people who are not interested in the offer but focuses solely on potential clients.
Types of Bots
Due to the industry and the type of activities performed, four types of bots can be distinguished. Each of them uses machine learning to ensure continuous improvement in service quality and customer satisfaction.
- The first is the virtual assistant, which offers extensive customization options. Thanks to it, clients can quickly and safely handle many matters without having to wait to connect with a consultant.
- The Polish medical Voicebot enables scheduling, canceling, and rescheduling appointments with specialists. Regardless of the time, patients can make any modifications. This solution is beneficial for both parties, as it provides flexibility and increases sales.
- The debt collection Voicebot allows for making practically any number of calls and editing voice messages. Its scalability enables rapid changes in the frequency of contact attempts. Another important feature is conducting a survey regarding, among other things, a convenient time and date for contact to amicably resolve the matter.
- A chatbot is ideal for any website where users frequently ask the same questions. The chatbot responds instantly according to a strictly defined script. In practice, this guarantees high standards of customer service. It is particularly recommended for e-commerce stores specializing in the sale of various products.
The choice of a specific tool depends strictly on the industry in which the company operates, as well as the number and specifics of its clients. However, it is worth noting that regardless of how complex the tasks assigned to artificial intelligence algorithms are, their implementation is exceptionally fast. Additionally, the Voicebot allows for constant analysis of its actions, enabling significant changes and minor adjustments in real time. This functionality is extremely important during the initial period of the Voicebot’s operation and for industries characterized by seasonality.