Natural Language Processing, or NLP, has literally revolutionised the way artificial intelligence is integrated into businesses. Indeed, in order to improve their user experience, many companies are integrating AI into their services. And this is often done through the implementation of voicebots, chatbots and callbots. But contrary to popular belief, these intelligent agents do not have the same criteria or the same advantages. Let’s take a look at the characteristics of the different voice conversational agents…
The voicebot for conversing with customers
The voicebot, or voice robot, was specially designed for services dedicated to customer relations (see our article on the subject). This type of artificial intelligence uses voice to communicate with customers in real time. Equipped with natural language processing (NLP) and analysis capabilities, the voicebot is able to express itself verbally and maintain a simple conversation via three fundamental technologies:
- Semantic analysis, which allows it to deconstruct the sentence and analyse it as a whole.
- Speech recognition, which enables it to give meaning to all the words.
- Speech synthesis, which enables it to formulate a response in line with the customer’s request.
In companies, voicebots are generally used to answer simple and frequent questions. They are made available on the websites of brands and chains in order to respond in real time to the most basic customer requests. However, we are seeing the emergence of more and more efficient voicebots, capable of analysing the customer’s journey in order to deal with his request in its entirety. In this configuration, the voicebot is considered as a real virtual advisor, whose objective is to improve the customer experience.
The callbot to relieve call centres
For busy call centres, there is another version of voice bots that can take care of phone calls: the callbot. So what is a callbot? A callbot allows calls to be directed according to the needs of the customer, classifying and qualifying the request before transferring it to the right department. Usually deployed as a voice server, the callbot acts primarily as a call router. In parallel, it can also take care of answering simple and frequent questions immediately. But here too, a more sophisticated version of the callbot exists, which can handle a customer request from A to Z.
Callbots are primarily used to absorb high activity flows, ensuring greater accessibility of customer service. Thus, thanks to its immediate and automatic responses, it allows customers to reach the company quickly, even if the request will generally be processed later.
The aim of this voice bot? To improve the customer experience and relieve call centres.
Callbot VS voicebot: which one to choose?
It’s hard to choose among the many voice bots on offer. Both Voicebot and callbot absolutely need to rely on a usable and intelligent knowledge base. Indeed, thanks to their understanding of spoken language, conversational bots can improve the customer experience, offer better service and unclog communication flows. But how do you choose between callbot and voicebot?
If your goal as a customer relationship manager is to make it easy for your customers to get information about your company, then your choice should be the voicebot. Equipped with artificial intelligence that gives it a good understanding of spoken language, this robot is able to automatically handle the most frequent and simple customer requests.
If your goal is to make it easy for your customers to reach your customer service department without waiting, or to relieve your call centre by automatically sorting requests, then you should consider the callbot. Operated by phone, this more advanced robot works with voice recognition to guide customers and sort calls.
