What are voicebots?
A voicebot is an advanced IT solution, based on Artificial Intelligence that can simulate a conversation with a human call center employee.
Its task is to assist in simple, repetitive tasks that do not require specialization or creativity.
With voicebots, call centers employees do not have to spend all day asking and answering the same questions. They may be directed to more challenging work, where they can significantly help your company’s customers in unconventional situations or when they need support in a new area of your services.
Another example might be the ability to free up receptionists or assistants from participating in certain types of calls because a voicebot can do so. The receptionist or assistant can then focus on other, more valuable tasks.
An example of a repetitive, patterned call might be:
- Making an appointment,
- Canceling a meeting,
- Confirming a meeting,
- A reminding call about debt / interest rate / loan payment due date,
- Providing menu of conversation topics,
- Collecting callers’ personal information,
- Conducting surveys.
They will politely repeat their question if the caller will try to avoid answering on a given topic. They will never raise their voice or lose patience while talking to an angry customer. They will never have personal problems, or a worse day, that could affect the way they deal with your clients.
Because voicebots are not humans, they are always able to handle every conversation. They are fantastic assistants, that can make their way through a repetitive part of a call, and while something unexpected happens, they can connect your customer with a human call center assistant.
They can replace an IVR (Interactive Voice Response) system or an IVR can redirect a client to a voicebot on one of its levels.