What is a voicebot?
A voicebot is an application that lets people communicate using spoken language. It typically combines speech recognition, processing of the request and a spoken response. A business solution may also retrieve information or prepare a handoff to staff.
AN EXAMPLE IN PRACTICE
Where you might encounter it
A caller describes a general request. The voicebot asks for any missing details and routes the case to the appropriate team. If there are communication difficulties or the caller wants to speak to a person, it offers another way to get in touch.
Why does this matter for your business?
Recurring initial questions can be captured in a more structured way. Whether voice is helpful to your customers should be tested using real conversations and clear alternatives.
What makes for a good conversation?
Short questions, clear follow-up questions and explicit confirmation of important details all help. As with an AI chatbot, the application needs suitable sources. An agent can take further steps when permitted.
Frequently asked questions
Is a voicebot just a chat response read aloud?
No. A voice solution must handle interruptions, pauses and recognition errors. The conversation flow and responses therefore need to be designed for spoken language.
Do I have to record every call?
Not necessarily. This depends on the technical solution and its purpose. Whether content is stored, for how long and what information is provided to participants must be clarified before deployment.
What to keep in mind
- Make it clear that the caller is speaking to a virtual assistant.
- Offer an easy handoff to a person.
- Check for errors with names, numbers and background noise.
Further sources
From NetzTurm Decode. Clear explanations for your business.