What is a Voicebot? Key Benefits for Businesses

Let’s start with the basics. A “bot,” in this context, is simply an automated system that performs the work a human would otherwise have to do.

An AI voice bot platform uses machine learning, natural language processing (NLP), natural language understanding (NLU), and artificial intelligence (AI) to understand what users are saying with voice recognition and speech recognition in real-time. Sophisticated AI voice and AI chatbots are capable of recognizing and processing human speech as well as text-to-speech at the same level as proficient, natural language speakers.

Voicebots are also capable of forming appropriate responses to spoken queries. For example, if a customer asks a question that the voice assistant recognizes, the bot may be able to answer it directly.

Otherwise, the voice AI bot may be able to ask clarifying questions to learn more about the situation or might acknowledge that it doesn’t have the necessary information to address the query about the products and services.

At that point, the voice AI bot may direct the customer to a different resource, such as a human customer service representative.

Benefits of a Voicebot for Businesses

These are some of the primary benefits of AI Voice Bot platforms for the businesses that use them:

• Reduced overhead: The most obvious advantage is reduced overhead. You’ll have to invest some money to get access to the conversational AI that is powered by Natural Language Processing you will need to process customer queries, and it may take some time to optimize your system. But once that’s accomplished, you might be able to reduce the size of your customer service department, improve your efficiency, and eventually spend less money without sacrificing customer satisfaction. In other words, voicebots enable your operation to become more profitable.
• Fewer inconsistency issues: Voicebots depend on their programming. They’re already capable of understanding what people are saying, and once you teach them the proper responses to the most common questions your customers pose, they’ll be capable of providing highly consistent service. With human agents, there’s always a chance that someone will go off script or your rep won’t be able to locate the appropriate answer. With a voice bot, this isn’t a concern. You can rest assured that all your customers are going to have consistently good experiences and hear dependable answers to their most pressing questions.
• Measurable results: Are you confident that your voicebots are doing their job effectively? You don’t have to speculate; you can measure the results. With voice bot software, you can gather significant data on all customer interactions, and the time each exchange consumes, closely inspect each customer conversation and eventually develop conclusions about the effectiveness of your operation.
• Opportunities for optimization and expansion: What if you’re not satisfied with the performance of your voice bot? Or you discover there’s a common question your voicebot is consistently unable to handle? There’s good news for that: you always have opportunities to optimize and expand. You can provide your voicebot with more knowledge or enhance it with upgrades and better programming to make it more robust and capable of serving your customers better.

The most important people in the equation are your customers, and they will benefit from your use of AI-powered voicebots, as well:

• Immediate availability: Timing is one of the biggest priorities for customers who seek assistance. They don’t care to wait in line, nor do they wish to be placed on hold indefinitely. They want to talk to someone and start solving the problem right away. With a voice bot, you can serve absurdly high numbers of people at the same time, because your voicebot will be instantly and perpetually available, which will save your customers time and hassle.
• Streamlined communication: Voicebots are designed to be as comprehensible as possible, offering streamlined communication via experienced speakers. You won’t typically hear problems with diction, accents, or poor microphone habits with voice bots, the way you sometimes do with customer service agents.
• Convenience and simulated conversation: Many customers find it more convenient to talk to a voicebot, rather than typing an email or engaging in an instant message chat. The conversation feels natural and can be done hands-free.
• Faster resolution. In many cases, voicebots are capable of providing faster service and more immediate resolutions than their human counterparts. They work quickly and efficiently, to give customers the exact answers they require.

In conclusion, integrating Voicebots into your customer service strategy can revolutionize how your business handles customer interactions, offering reduced overhead, consistent service, and measurable results. Embrace the future of customer support with advanced AI technology.

Learn more about Aisera’s conversational AI platform and AI Voice Bot, or reach out to us to schedule a Generative AI demo today!