Is your customer service struggling to keep up with the volume of queries? Efficiency and speed are crucial for customer satisfaction, and voicebots offer a promising solution.
Integrating a voicebot in your call center could potentially boost the productivity of your customer service agents by 59% (Siècle Digital [in French]). Let's explore how this technology could revolutionize customer service and significantly enhance customer satisfaction.
What is a voicebot?
A voicebot, or vocal conversational agent, can speak with customers. Through voice recognition and speech processing technology, voicebots can use natural language to have a vocal exchange with a person.
How does a voicebot work?
Here's how a voicebot (or callbot) would answer a customer inquiry as a voice assistant in a call center:
Input - Receiving the request: Your customer makes a vocal request. The voicebot activates and receives the request.
Automatic speech recognition (ASR): The voicebot converts the audio request into text.
Intent recognition: Once the input has been transcribed, the voicebot understands the content of the request.
Processing the request: The voicebot processes the request (provides information, executes an action, etc.).
Generating a response: The text response is converted into speech (TTS).
Output - Providing the response: The bot generates an audio response for the user using natural language.
This system has a query-handling success rate of 95%.
What are the differences between a voicebot and a chatbot?
Many people confuse voicebots and chatbots. However, there are many differences between these types of conversational agents.
Voicebots | Chatbots |
Uses vocal commands (input and output) | Uses text commands (input and output) |
Requires more technologies: voice recognition (ASR) and vocal synthesis (TTS). | Can only be used via the Internet or an application. |
Often uses conversational artificial intelligence, translating vocal commands to and from text. | Doesn’t necessarily use artificial intelligence, except for the most advanced chatbots. |
What are the advantages of a voicebot for customer service?
Response times are significantly reduced
The numbers speak for themselves: a voicebot can respond to a customer's request in less than three seconds, a stark contrast to the 4 hours and 35 minutes it takes for an email and the 1 minute 9 seconds for a call (Observatoire des Services Clients [Customer Service Observatory], BVA, 2022).
Voicebots are accessible 24/7. For example, American Express uses predictive analytics to identify potential customer offers and services based on their spending patterns.
Your customer can access information through a voicebot at any time. They can ask a question and immediately get their answer without any problems. In fact, customer service typically increases by 8% when a voicebot is integrated into a call center.
Personalized customer experience
According to the BVA's Customer Service Observatory (Observatoire des Services Clients) in 2022, 69% of French customers believed customer service encouraged them to buy a product or service. Customer service with a customizable voicebot could make a difference against your competitors!
With the YeldaAI voicebot solution, plenty of modules are available on our platform, allowing you to make your customer experience ultra-personalized to respond to all the highly specific demands of your customers.
Reduced costs for companies
A callbot (or a voicebot) could save an average of 29% of the time, according to a Siècle Digital study. This time gained thanks to a bot could be used to give your staff more time to focus on tasks with a greater value added. This creates a significant reduction in costs for your company.
Voicebots know when to pass the torch to humans
Did you know that a voicebot can handle 50% of queries? Depending on your customer's request, the bot can identify and solve the problem itself or pass it on to a human agent if needed. This can help avoid call center overflow, overwhelming your human agents.
How are voicebots usually used?
A voicebot can be used in multiple ways and personalized to each use case. For example:
FAQs: You can import your customers' FAQs, allowing the voicebot to answer them instead of a human agent.
Content: You can provide your voicebot with a large array of audiovisual content, like podcasts, streaming services, or other immersive experiences.
Customer service: You can delegate common customer requests to your voicebot.
E-commerce services: Your voicebot can connect to e-commerce systems to help your customers through the purchasing process.
Human Resources Services: Thanks to a voicebot, you can automate hiring processes. Candidates can even apply for jobs over the phone.
Lead generation: You can generate leads automatically with games, quizzes, and quotes.
Appointment scheduling: Your voicebot can schedule, cancel, or even reschedule appointments and meetings over the phone.
The use cases for voicebots are almost endless. If you’d like to integrate a voicebot into your company, ask us for a demo!
What are the downsides to voicebots?
Like every technological tool, there are some downsides to voicebots. It's important to remember these, especially if you're choosing between a voicebot and a callbot or a voicebot and a chatbot.
Here are the downsides to voicebots:
You can't guarantee confidentiality if your customer is in a public space since both the voicebot and the customer will make their requests aloud.
If your customer needs someone to actively listen to them and take in a lot of information about various subjects, more than a voicebot is required. In this case, the voicebot must pass the customer on to a human agent.
How do you integrate a voicebot into your company?
To integrate a voicebot, YeldaAI recommends that you follow these steps:
Company objectives and needs: You must clearly define your company's objectives and requirements before implementing a voice assistant. This will help you identify common customer requests and prioritize use cases. You can then develop an effective implementation strategy for your voicebot.
Choose the right supplier: Choose a good supplier for your voicebot. Of all the different solutions, you could choose, for example, our nocode AI voicebot solution platform, which is 100% customizable.
Planning and implementation: The planning phase is crucial for ensuring that the implementation of your voicebot meets your current and long-term needs.
Configure your voicebot: Thanks to YeldaAI's nocode platform, you can personalize your usage scenarios with modules like FAQ management, customer service, HR, marketing, lead generation, and many more.
Test and adjust your voicebot: The testing phase is essential to getting your smart virtual agent operational and ready to satisfy your customers from its first call.
Launch your voicebot: Before launching your voicebot, make sure that you communicate this update to your customers.
Monitoring KPIs and data collection: Use performance indicators and KPIs and evaluate your voicebot's performance and results.
Improve and continuously optimize your voicebot: Just like step 7, regularly collect data and customer feedback about your voicebot.