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Chatbot and Voicebot
The rise of artificial intelligence has brought about two major technological advancements in customer service: chatbots and voice bots. It can be difficult to determine which one is the best fit for your business, but both offer unique advantages. In this article, we delve into the great debate of chatbots vs voice bots, exploring their respective strengths and weaknesses. From efficiency and convenience to cost and customer satisfaction, we’ll cover everything you need to know to make an informed decision. Whether you’re looking to improve your customer service or streamline your operations, this article will help you determine which technology is right for your business.
It is really hard to believe that in 2019, around 25% of customer interactions were associated with machine learning or AI! By the time 2023 comes, this percentage is subject to hit 43%, if not more. So, it clearly proves that an increasing number of businesses are currently seeing their value in automating parts of customer service. The biggest decision to make is to choose between the AI chatbot and the voice bot. Join us at Webdecorum as we explore the services well to help you make up the right choice.
Understanding chatbots from the get-go:
Chatbots are mostly types of software used for communicating through a “conversational chatbot.” They are highly employed by businesses as virtual customer support agents for relieving staff from answering multiple queries. Before you proceed further with chatbot services, we would like you to know more about the types of chatbots present nowadays in the market.
Rule-based chatbots:
These chatbots are trained to know human queries well depending on regular expressions. These are categorized as decision tree bots and possess fundamental features.
- These chatbots don’t have learning abilities. Only what they have been directly trained to understand will be understood by them.
- If you are planning to ask questions in multiple ways, the chances are high that a rule-based chatbot won’t be able to get you an answer.
- So, it is not hard to state that businesses are in need of more powerful solutions, and that’s when the AI chatbots clearly shine through.
AI chatbot:
Then you have the AI chatbot, which is considered to be quite more powerful than its rule-base counterparts as they are crafted to learn and improve with time. Unlike the ones mentioned before, they will understand the synonyms and can also read right between the lines.
- So, if you provide them with a list of phrases, the AI chatbot will use them to learn another 20 to 30 words.
- Al-powered bots have now gained quite some power, and now, around 27% of the respondents were not able to distinguish if they had spoken with a bot or a real human.
Now it comes to voicebot:
Once you are well aware of the chatbot section, it is time to join us at Webdecorum to understand more about machine learning and the voicebot category, in particular. Voicebot is mainly a form of chatbot that comes with a voice. The software is based on AI, which helps voice interactions to take place with services and devices.
The main purpose of these voice bots is to rescue users from the exasperating and interminable menu navigation during phone calls.
When to use voicebot and chatbot?
There are some scenarios when voice bots take the first priority over chatbots. There are mainly four criteria to follow, just to know which bot seems to be your preferred choice, and we at Webdecorum will help you to make the right choice with every move.
What’s a chatbot?
A chatbot is a computer programmed that uses artificial intelligence (AI) to simulate a conversation with human users, typically via text-based communication channels such as messaging apps, websites, or mobile apps. These bots are designed to comprehend natural language inquiries and provide suitable responses, generally by utilizing a predetermined set of rules, machine learning models, or a blend of both. Chatbots have a wide range of uses, including customer service, sales, marketing, and serving as virtual assistants. They are becoming more popular as a result of their ability to automate routine tasks, reduce response times, and improve overall user experience.
What’s a voicebot?
A voicebot is a programmed that uses artificial intelligence (AI) to understand and respond to human voice commands. It interprets and processes spoken language using natural language processing (NLP) technology before generating an appropriate response or action.
People commonly use voicebots as part of voice assistants like Amazon’s Alexa, Apple’s Siri, and Google’s Assistant. Customer service departments use automated support via phone calls, chatbots, or messaging apps.
Voicebots can do everything from set reminders to answer questions, provide directions, play music, and even control smart home devices. More people use voice-activated tech, making them more popular for hands-free interaction with devices.
Understand your customer base and ways to interact with them:
At first, check out the customer analytics tools or focus on marketing persona. Learn about your customers’ age and how they prefer contacting you. Some might love to go for phone calls over emails or messenger apps!
- The main goal is to determine the technical knowledge of the user and how long they love to spend time online.
- If they prefer online sources, then a chatbot is highly preferable.
- But for older generations, voicebot will seal the deal!
Ways to convey information:
When choosing between chatbot or voicebot, you have to consider the way in which you want to transfer the information along with its volume. Some of the options are:
- By reading – interface containing text
- By hearing – voice interfaces like Google Home or Alexa
- By seeing – including images, videos, and user interfaces in graphic form
The difficulty level of the user scenario:
Make sure to understand the process that takes the longest time to resolve. Sometimes, bots have to jump between resources before completing the resource. If so, then using a chatbot for the service can help. On the other hand, if it takes around 20 to 30 minutes to resolve a problem for your client, then voicebot will be a clever choice to work through.
Understand the difference:
Once you are well aware of chatbots and voicebot and the services they cover, choosing the best one for your business won’t be that tough. Our team from Webdecorum is always ready to help!
For more information and free consultation, please contact us at info@webdecorum.com or by click here.
