01 February Chatbot and voicebot: Which bot to adopt in 2023?
With technological advancements, many companies have realized that it is now imperative to adapt to new requirements.
The conversational era is forcing more and more companies or brands to make themselves available to the customer at all times.
To have a proactive customer service, companies nowadays use several tools including bots. The use of these bots makes it possible to develop rich relationships with customers and facilitate interactivity and proximity.
The bots that companies can use are diverse. We distinguish the chatbot, and the voicebot.
We will show you which of these bots to adopt in 2023 according to the objectives of your company or your brand.
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We are going to clarify or define the different bots while emphasizing what differentiates them.
Before discussing the definition of each terminology, let's try to shed some light on what a "Bot" is.
A bot comes from the word "robot" and designates a computer robot whose purpose is to carry out operations automatically.
The first bots were small programs intended to index pages on the internet. A bot can integrate artificial intelligence, but this is not always the case.
What are the different bots that exist?
There are many bots in use these days. There is a fundamental distinction between the chatbot and the voicebot.
What is the Chatbot?
Composed of two (02) English words, "to chat" which means to converse and "bot" meaning "robot", the chatbot can be defined as a conversational robot.
Concretely, a chatbot is a computer program designed to accomplish a task such as interacting in natural language and in real time.
It is able to respond to requests, offer solutions or services adapted to these requests, thanks to a predefined configuration.
The chatbot uses technology that allows it to render clear and precise content, which makes its user believe that he is communicating directly with a human being. With the aim of providing the best possible customer service, the chatbot collects data, analyzes it, then uses it in order to be always more precise and relevant.
What can we understand by voicebot?
The voicebot is a conversational bot that receives and sends messages by voice. It is a computer program that integrates automatic natural language processing, thus allowing its user to formulate a request orally and the voicebot responds orally while using the same language.
The voicebot, often associated with an artificial intelligence solution, translates the oral signals into text.
This voicebot can behave as a conversational agent capable of transcribing the words received in written form, and is capable of carrying out a semantic analysis and can analyze a discussion with the client.
What are the most used bots today?
Nowadays, consumers choose when and by what means of communication to contact brands. Bots, also called conversational agents, have the advantage of offering high availability and responsiveness to various requests.
Consequently, consumers and businesses will save considerable time in achieving productivity, image and costs.
The selection of bots to be implemented is defined according to the exchange channels favored by the target audience, the brand's objectives and the services offered. This may only require a text interaction or an example image integration.
To date, chatbots are most commonly used in social networks such as Messenger, but are increasingly used in websites and mobile applications.
What is the purpose behind the massive use of chatbots today?
The objective behind the implementation of chatbots is to improve customer satisfaction, and therefore make customer service more interesting.
The vast majority of customers would rather use the chatbot than interact with a human being when it comes to saving time.
Most of the questions that customers will want to ask can already be answered on the company's website, but it is often difficult to search and find them, especially when it comes to product recommendations or after-sales service. .
Chatbots therefore have the ability to instantly provide answers to the questions that are most often asked. Doing so frees up time for advisors handling direct phone calls or direct chat to focus on the more complex issues that have some added value for the brand or business.
It is in this logic that many brands have deployed chatbot solutions that help them manage thousands of conversations per month by Internet users.
Nowadays, we can therefore see that chatbots are becoming more and more modern or sophisticated and make it possible to better understand user requests with a wide variety of functionalities.
Which bot should be adopted in 2023?
With the advent of voice assistants offered by several mobile phones and other connected objects, new trends for communicating with companies via voice are emerging.
Speaking being more natural than writing, the use of the voice develops. Many people therefore use the voice assistant on their smartphone, computer or tablet to communicate.
It is, so to speak, the use of voicebots began to gain momentum since they allow “machine-voice” interaction.
To talk about the type of bot that will have to be adopted in 2023, it must be said that voicebots are already becoming more democratic and will be more so in the months and years to come since this will considerably improve the user's experience on the telephone. .
Interactive voice servers will thus make it possible to have simpler and more fluid exchanges.
When should you adopt the chatbot?
Chatbots are used more and more these days by many brands. This gives the opportunity to many customers or prospects of the brand to ask questions and get answers.
Chatbots can thus be used for several operations within a company. They can be used, for example, to facilitate sales or payment transactions on a permanent basis.
They can also be used to increase engagement on social networks as well. The use of chatbots is not the prerogative of large companies or brands.
They can be adopted by any company regardless of size.
When should you adopt the voicebot?
The voicebot is somehow similar to the chatbot or at least an extension since it also allows you to answer questions with natural language.
The difference is that the voicebot works through voice interaction.
The voicebot is gaining more and more momentum in the field of home automation. This saves time and energy.
It is a tool powered by artificial intelligence and allows information to be delivered or actions to be taken in the natural language of humans.
The adoption of a voicebot depends fundamentally on the objectives that the brand wants to achieve.
A voicebot can be used today to answer incoming calls and for outgoing calls to follow up with customers, to claim unpaid bills for example.
For example, an insurance company can adopt a voicebot to collect information about a claim or even communicate information about a follow-up or a bank account balance to the customer.
It is also possible to use it for making appointments. Once, the implementation of a voicebot will depend on the objectives of the brand or the company.
The voicebot adapts to the experience of the interlocutor taking into account their real situation. It also allows you to make voice recordings in order to listen to them later.
It is, so to speak, that more and more the use of voicebot is spreading and will intensify in the next few months.
However, depending on the purpose of the brand and its specificities, other types of bot can also be adopted.
It is therefore necessary to carefully analyze the real needs of the brand and know which bot must be put in place to meet these needs.
Configure your bot: What is the challenge for 2023?
To set up a bot in 2023, it is necessary to take into account the essential issue which is the improvement of the experience offered to the customer.
Thus, if the bot that the brand proposes to adopt does not understand what is asked of it by the user, or if it only asks to repeat the question or misses the answer that the user would have expected, it will give a disappointing experience.
It is therefore important to ensure that the type of bot that the brand or company would like to adopt addresses the concerns that are asked most by customers.
Also, it is necessary to be able to anticipate in an exhaustive way all the questions of the users as well as suitable solutions which can make it possible to answer them.
This will allow the bot to be sufficiently trained in these concerns and give it some speed or ease in responding. Updating the bot is also a fundamental element to take into consideration.
The brand must therefore equip itself with such a rich and interoperable platform that can allow a connection with other web services or internal applications of the company, thus allowing the bot to easily recognize user requests in order to provide them with relevant solutions.
All this, in compliance with the laws on personal data while taking the requirements of the GDPR law. The use of bots these days makes it possible to predict great prospects when it comes to conversations between customers and brands.
VocaBase, your companion for setting up your bot
With the development of technology, the adoption of a solution that can make life easier for a brand's customers is essential.
Intelligent conversational agents such as the chatbot, the voicebot are essential. However, it is necessary to assess the needs of the company or the brand in order to know which solution to adopt.
VocaBase is here to help you identify the bot that best suits your business.
Find the solution that suits you at VocaBase whatever the field of activity
VocaBase can assist you in identifying the ideal solution for your field of activity. You no longer have to rack your brains to imagine which of the bot solutions to adopt.
You will benefit from personalized support according to the needs of the company and, whether you are in the field of telecommunications, insurance, banking or any other.
Make an appointment online to get help from VocaBase
You have the possibility of making an appointment online on the VocaBase site in all simplicity to be accompanied for the implementation of your bot.
To do so, go to the link that allows you to book an appointment online . Once the appointment request is sent, you will be contacted by the VocaBase team who will offer you a consultation during which you will simply need to explain all your needs.
You will receive attentive listening and guidance throughout the entire implementation process. VocaBase has already worked with numerous brands , all of whom express their complete satisfaction.
So you just have to make the right decision to join this list of satisfied customers.
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