23 November What is a Voicebot?
Within a company, customer relations are of paramount importance, as they are one of the keys to customer satisfaction. Customer needs are constantly increasing, and new tools are required to better meet them.
Among these tools are voicebots, which are voice assistants that are essential tools for better managing customer relations. We are going to show you what a voicebot is, how it works and the interest that a company has in adapting such a tool nowadays.
To better understand what a voicebot means, we will try to provide some clarifications on this tool while mentioning what differentiates it from other virtual conversational agents.
What can we understand by Voicebot?
It can be defined as a robot with the ability to communicate with users by voice.
A voicebot relies on artificial intelligence, which is a technology that makes it easier for robots to understand human language.
A voicebot is therefore a tool that can understand, interpret and analyze user requests while responding to them in natural language.
Today, many voicebots are being developed to facilitate customer relationship management within companies.
The advent of the first voicebots dates back to 1961, when IBM launched Shoebox, a computer with easy digital speech recognition.
This is a technology that was subsequently transformed in the 1970s before reappearing with the Simon smartphone, put on the market in 1993 by IBM.
From that moment, intelligent conversational agents were introduced on the market, thus making it possible to convert oral into written.
From the 2000s, there was a strong growth in voicebots thanks to companies such as Microsoft, Google and Apple. Thus, with the iPhones 4S, we saw the advent of Siri as a voice assistant.
Today, apart from Siri developed by Apple, we have very well-known voicebots like Google Assistant from Google or Alexa, developed by Amazon.
These conversational agents are now part of the daily life of many people and are integrated into several objects such as smartphones, household appliances or even cars.
What differentiates a voicebot from other virtual conversational agents?
The Voicebot differs from other virtual conversational agents even if they all have the same purpose. We will therefore distinguish the Voicebot from the chatbot.
How is a voicebot different from a chatbot?
A voicebot and a chatbot do not work the same way. The channel is different in the sense that a voicebot only works on a voice channel unlike the chatbot which is based on a written channel usually working on an internet platform or an application.
Because of this fundamental difference, the functioning of the voicebot requires functionalities such as voice recognition allowing the voice to be transformed into a series of words, as well as a voice synthesis whose purpose is to speak in order to transmit an answer in oral form.
How does a voicebot work?
A voicebot generally works by relying on conversational artificial intelligence to better understand human language and understand all the meaning behind each word.
In a much more technical way, a voicebot manages to understand a user's request in natural language through voice recognition.
This understanding occurs in the majority of cases, with an accuracy rate of up to 95%. When the user speaks, the system identifies their voice using the Voice Activity Detection (VAD) component.
The sound is then transformed into text by an automatic speech recognition system, known in English by the acronym ASR (Automatic Speech Recognition).
These two mechanisms make it possible to transcribe speech into written form.
The writing is then analyzed by the artificial intelligence engine having the ability to understand the purpose of a user's call using the words that the latter uses, as a human being would have done.
To finish the process, the voicebot is responsible for selecting the response to be given to the user thanks to an engine that transforms the text into speech, while synthesizing it in oral form. The whole process described above only takes less than a minute, which is very impressive.
What interest does a company have in using a voicebot for its customer relationship?
The use of a voicebot by a company can be justified for several reasons which deserve to be mentioned.
The need to respond to new consumer needs
Thanks to a voicebot, a company can meet the new needs of consumers who are looking for independence and speed.
The use of a voicebot thus allows a company to make the consumer more autonomous by avoiding frequent recourse to traditional customer service, thus allowing him to have quick answers without having to enter his request in more detail.
This is a time saving for the consumer.
Also, a voicebot allows a company to help disabled consumers who have reading difficulties or who are unable to write.
Availability at all times
The voicebot is a tool that the consumer can use at any time. A customer can therefore easily use a voicebot at any time of the day, so it is a tool available 24/24.
It is, so to speak, that the voicebot makes continuous the classic customer service which most of the time has obligations in terms of opening and closing hours.
Reducing customer service tasks
The user of a voicebot within a company helps relieve customer service. Thus, it saves time for many customers who do not have to wait for a customer service agent to see them in order for them to raise their concern.
The voice assistant therefore makes it possible to provide quick responses to most customer requests without any human intervention, thus increasing the degree of customer satisfaction while improving the customer experience.
Developing closeness with customers
A voicebot makes it possible to develop a certain proximity with the various customers of a company by personalizing the customer relationship.
Thanks to spontaneous vocal exchanges, a touch of friendliness is added to the customer relationship, thus promoting the sharing and exchange of information between customers and the company.
Through voice recognition, the conversational assistant is able to format the speech according to the caller.
Thus, the answers are personalized according to whether it is a man, a woman, a young person or an elderly person.
Automation of repetitive tasks
To increase customer service productivity, a voicebot can be used to automate certain repetitive operations, allowing humans to focus their energy on the most complex customer requests.
These human agents can therefore intervene only when it is really necessary by bringing added value to customers.
It is now obvious that voicebots are becoming more and more essential for the daily life of companies thanks to their various functionalities.
The use of a voicebot offers a certain fluidity and speed in the processing of customer requests, thus saving time. Companies must therefore adopt them to boost their customer service while improving the customer experience.
Does a voicebot influence the natural referencing of a company that adopts it?
To the question of whether the fact for a company to set up a tool like a voicebot influences natural referencing, the answer is affirmative.
We will see how the use of a voicebot is an asset for natural referencing.
Anticipation of real customer problems
As is often the case with the principle of natural referencing, it is necessary to get an idea of what a user can ask by putting in place a strategy that lists the questions most asked by users.
The voicebot therefore makes it possible to anticipate customer requests. Thus, the creation of a voicebot therefore allows a reflection on the way in which Internet users formulate their requests.
This question is related to that of search engine optimization, also known as SEO . Therefore, it's essential to be able to identify relevant keywords.
Thinking about how to feed the corpus of keywords is to improve natural referencing.
The addition of priority keywords responding to customer requests
The use of the voicebot leads customers to express their requests in natural language. Analyzing these different customer requests makes it possible to find new keywords.
Based on these new keywords, a company can create relevant content on its website to a great extent to address the various issues that customers face.
Google's algorithms value relevant content, this will positively impact the SEO strategy.
VocaBase, the ideal solution to acquire a very beneficial voicebot for your company
We all agree that adopting a voicebot has many benefits for a business. However, we can express concerns about how to acquire such a tool.
You no longer need to worry; VocaBase is here to guide you through the entire process. We'll explain why you should entrust your voicebot setup to VocaBase.
Support available whatever your field of activity
VocaBase is able to support you regardless of the sector in which you operate. Whether you are in the field of insurance, banking, health, telecommunications, or any other field, you can trust the expertise of VocaBase to support you.
A wide variety of voicebots available
VocaBase can help you set up several types of voicebot depending on the needs you want to cover.
Thus, you have the possibility of having a voicebot designed that will take care of automatic reception, appointment management, debt collection, access security management or any other need that is specific to your your business.
A choice of the solution that suits you best
With VocaBase, you have the choice between a tailor-made solution or a ready-to-use solution. Thus, if you believe you have a specific need, the VocaBase development workshop can support you by setting up a tailor-made solution for your organization at a lower cost. This will therefore take into account the particularities that you would have mentioned.
On the other hand, if you wish, there are ready-to-use solutions with predefined content and very advanced functionalities.
These solutions can be adopted whether in the banking sector, in the field of insurance, in the management of human resources or in e-commerce.
Contact VocaBase now to start your project to set up a voicebot
Now that you know that VocaBase can support you in setting up your voicebot, all you have to do is take the first step.
You can schedule an online appointment to easily discuss your project. During this consultation, simply explain your concerns and detail the specifics of the solution you envision for your business or brand. Rest assured, you will receive attentive listening, which will undoubtedly lead to the successful implementation of your voicebot project.
You will therefore be given the opportunity to join the many VocaBase customers who have already adopted solutions that only simplify their lives and of which they are totally satisfied according to the various testimonials left on the VocaBase website.
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