OVERVIEW
● Have you ever had a customer service interaction that you couldn’t help but ask, “Voicebot or chatbot?” If so, you’re not alone. It seems that all businesses are today embracing voicebots and chatbots to streamline customer interaction.
● In this blog, we will outline:
A. What are voicebots and chatbots?
B. Key differences in functionality, use cases, and benefits.
C. How they contribute to the solution of inbound contact centers.
D. Practical examples and insights in helping you choose the best fit for your business.
Introduction: Voicebot or Chatbot—Who’s Talking to Your Customers
Let’s consider a hypothetical situation where you are frustrated with the bill, so you call your service provider. A human agent is not available, but there is a nice AI voice that directs you to the right solution. Now go ahead and imagine your next customer service interaction—this time around on a website, where a chatbot quickly answers your query.
While both bots aim to simplify your life, they operate differently and offer unique advantages. But here’s the catch—choosing the wrong one for your business can confuse customers instead of helping them.
Thought to Ponder: Are you leveraging the right technology to ensure a seamless customer experience?
Voicebots vs. Chatbots: Breaking Them Down
What is a Voicebot?
A voicebot is an AI-powered system that incorporates voice recognition and NLP to interact with the customer. It’s kind of like Siri or Alexa, but suited for customer service.
Key Features:
● Recognizes and interprets voice commands.
● Responds in a conversational tone.
● Often integrated into Inbound Contact Center Solutions for handling customer calls.
Example: A telecom company will use a voicebot to enable customers to check their balance, resolve internet issues, or upgrade their plans-all these will be via voice.
What is a Chatbot?
A chatbot communicates through text. Bots in website, apps, or messaging platforms are used by the company to provide quick turnarounds to clients’ questions.
Key Features:
● Interacts through text-based messaging.
● Scripts can even be pre-programmed or powered by AI to give it a dynamic capability of responding.
● Best suited for answering repeated queries or simple problems.
Example: An e-commerce website employs a chatbot to answer customer queries related to order tracking, return policy, and product recommendations.
Key Differences Between Voicebots and Chatbots
Mode of Communication
● Voicebot: Spoken Language; Ideal for Phone-Based Customer Interactions.
● Chatbot: Written Text; Best Used for Online and App-Based Interactions
Use Cases
● Voicebot: Best Applied in Hands-Free Scenarios, Such as When One Is Driving or Doing Something Else.
● Example: Banks Using Voicebots for Queries on Account Matters
● Chatbot: Good for Quick, Simple Tasks Such as Order Status Checking or FAQs.
● Example: Retail brands using chatbots for customer support during peak sales.
Customer Accessibility
● Voicebot: A customer has to talk clearly with minimal background noise.
● Chatbot: Is accessible to users who are in noisy environments or like to type more than talk.
Integration with Inbound Contact Center Solutions
Both products can be valuable additions to an inbound contact center solution, but your decision will simply depend on what your customers prefer:
● Voicebots make call interactions more efficient.
● Chatbots make digital touchpoints better.
Stat Alert: Juniper Research claims that by the end of 2025, AI-powered chatbots will save businesses more than $8 billion annually. The same year, voice bots will take approximately 20% of worldwide customer interactions.
Choosing Between Voice Bots and Chatbots
The decision to use a voicebot or a chatbot depends on your business goals and the customers’ needs:
Consider a Voicebot if
● Customers prefer verbal communication.
● Your industry involves frequent phone-based interactions (e.g., healthcare or finance).
● You want to reduce call wait times in your inbound contact center.
Consider a Chatbot if:
● Your customers interact more through digital channels.
● You need a quick solution for handling FAQs.
● You want to offer 24/7 support without overwhelming your team.
Fun Fact: A survey conducted by Chatbots Magazine showed that 69% of customers prefer chatbots for quick communication, while 44% enjoy voice bots for their conversational experience.
How They Complement Each Other?
Voicebots and chatbots are not competitors but are rather teammates. By using both, businesses can create a hybrid system that gives the best from both worlds. For example:
● A chatbot starts a text chat, and when the complexity goes up, the customer is smoothly escalated to a voicebot or a human representative.
Example in Action: A travel agency uses a chatbot to assist users in searching destinations, but escalates to a voice bot for booking confirmations requiring explanations.
Thoughts To Ponder
● Do your customers prefer to talk or type their issues?
● Would a hybrid platform take your inbound contact center solutions to the next level?
● How do you make the bot experience not seem robotic, but rather personal?
Key Takeaways
● Voicebots and chatbots are different, yet both are designed to offer customer experiences.
● Voicebots are best suited for conversations, which come alive through speech, whereas chatbots are good at text-based conversations.
● Both of these tools can be fitted seamlessly into Live Call Chat solutions, making the operations more efficient and reducing operational costs.
● The right choice depends on your customers’ preferences and the type of support you are intent on giving.
Conclusion
The future of customer service is certainly AI-led, and tools like voicebots and chatbots are at the forefront. Businesses can differentiate and make informed decisions based on their goals and the expectations of their customers by understanding their differences.
Whether voicebot or chatbot, or perhaps both, remember that the best customer service experience is one where customers feel heard and valued.