20 April Why voicebots will revolutionize the world of customer service?

Maintaining a good Service client is fundamental in any business. This is the basis for a better future for the company because it helps to build customer loyalty.

The business world is becoming more and more demanding with the needs of customers becoming more and more diversified.

Thus, many companies and brands have understood that it will be necessary to integrate new tools to revitalize relationships with customers and keep them as long as possible.

Among the many digital tools used today are chatbots, voicebots and many others. The observation is that voice is taking the upper hand in the ranks of the many tools used by companies to improve customer service.

We are going to show you why voice bots will revolutionize the world of customer service.

What does a voicebot refer to?

Un voicebot can be defined as a robot with the ability to communicate with voice.

It is a tool based on artificial intelligence, a technology whose role is to make a robot understand human language.

The voicebot therefore has the ability to understand, decipher and examine a user's requests by providing a response in natural language.

Today, many companies are using voicebots to improve their customer service and maintain rich and strong customer relationships.

This is how conversational agents are part of the daily life of several companies which understood very early on that it would be necessary to provide a helping hand to the human team in order to achieve good results.

Even if every brand these days chooses the bot to adopt depending on its needs, the voice has gained enormous ground and voicebots are now one of the tools most used by companies for several reasons.

How is a voicebot different from other intelligent virtual agents?

A voicebot is different from other conversational agents that exist on the market today. We will therefore distinguish the voicebot from the chatbot and the callbot.

What differentiates the voicebot from a chatbot?

The voicebot is different from the chatbot because the two tools do not use the same channel.

A voicebot works on a real-time voice channel while a chatbot relies on an asynchronous written channel which is in most cases a mobile application or a website.

For a voicebot to work, it requires features such as voice recognition, the purpose of which is to convert voice into words, and dynamic speech synthesis, the purpose of which is to communicate and transmit a personalized oral response to the user.

However, it should be noted that the voicebot is most often doubled with a screen allowing the user to access in textual form all of his conversations with the robot.

This is the case, for example, for the application Google Assistant which is nowadays the most widely used voice assistance platform across the world.

Moreover, most of the devices on which voicebots are used more today have a screen such as a smartphone, a smart television, a computer or even the dashboard of a vehicle.

Voicebot and callbot, what is the difference?

If the two tools are all categorized as voice conversational agents, the callbot differs from the voicebot in that it is accessible by telephone.

The callbot has the fundamental role of modernizing the interactive voice servers (SVI) by giving the possibility to the user to hold a natural conversation than to listen to instructions or directives while typing keys on a keyboard.

Unlike the voicebot, the callbot makes it possible to have conversations entirely by voice without any written transcription.

Most often, the voicebot plays the role of personal assistant while a callbot handles the requests sent by users to the services that deal with customer relations in a company.

Callbots therefore support customer advisers in a company by lightening their tasks while facilitating and automating exchanges.

Many sectors such as banking, insurance, tourism and health nowadays use callbots and we see that several companies are opting for a customer experience shared between the intervention of humans and that of robots.

What are the reasons why voicebots will revolutionize a company's customer service?

There are several reasons for choosing a voicebot within a company. Even if they all contribute to the same objective, that of building customer loyalty, they deserve to be clarified.

Greater availability and accessibility

A good customer service strategy must take into account several channels of interaction with customers, including voice. Today, a brand's customers must be able to communicate by voice.

With a voicebot, this is possible. Voice technologies are gaining more and more notoriety and all ages are adopting them, from the youngest to the oldest.

Integrating a voicebot into a company's customer service strategy allows it to make itself accessible to a very large and varied audience in a very effective way.

Very high speed

A company's customers can contact it faster using a voicebot than they can through a written channel like sending emails or chatting on WhatsApp.

While it is true that customers can make direct phone calls to express their needs to a brand, these various calls are not always likely to meet their expectations.

Through a voicebot, the customer can interact very quickly with a brand or a company without waiting.

The voicebot makes it a lot easier for the members of the customer service team because they won't have to worry too much about searching for customer information in a system.

The voicebot is able to identify this information about the customer and facilitate the processing of his request. In addition, there is no need for the customer to navigate through the pages of a website, to start writing messages or to press buttons to be heard.

A very large database

The data collected by the voicebot can be used by a company's customer service agents to improve the quality of services provided to customers.

Each conversation can be listened to again and plays a vital role.

In addition, the voicebot can be configured to handle certain recurring tasks or requests.

Thus, customer service agents are relieved in their work and can focus their energy on requests that are more complex to process and that require technical expertise or greater attention.

When customers speak to a company's voicebot, they tend to engage more, and therefore to outward themselves more.

By doing so, the voicebot collects enough data to build a large database.

This allows the voicebot to further improve and be more adept at responding intelligently to user requests.

The relevance of the answers that a voicebot can provide depends greatly on the number of questions asked to the voicebot.

Thus, a large amount of information makes the voicebot more intelligent and better able to meet customer expectations.

Considerable reduction in costs

A voicebot allows you to satisfy a large number of customers in a short period of time while improving customer satisfaction.

The less complex questions that come up very often are quickly answered by the voicebot in a very efficient way.

Again, customer service agents are only going to focus on issues that are difficult to deal with or that require some focus or attention.

Innovation as a differentiating factor

Today in a world filled with great competition, having customer service on point is a differentiating factor.

Adopting a voicebot as a customer service management tool can undoubtedly make a difference.

The company's customers or prospects are very satisfied and can only appreciate the innovation used to improve the customer relationship within the company or the brand.

Depending on the field of activity, each company must go around the different voicebot examples in order to choose the one that suits him best.

Succeeding in setting up a voicebot allows you to have a certain lead over the competition, which allows for more optimal management of the customer relationship.

Greater complicity with customers

The implementation of a voicebot within a company creates a certain complicity between the company and its customers.

Frequent and spontaneous voice exchanges bring a certain touch of friendliness between customers and the company while allowing the transfer of important data.

The conversational agent has the possibility of formatting using voice recognition the speech that it proposes to each caller.

He is able to distinguish the gender, age category or even the emotions of each caller by knowing, for example, what to say to a man or a woman and what to say to an elderly person unlike a young person.

What other impact can a voicebot have for the company that integrates it into its customer service?

Apart from the reasons cited above which are the most salient and which prove how the voicebot will considerably improve the world of customer service, it should be noted that the adoption of a voicebot has an advantage over the referencing of the company by the engines search engine like Google, Bing, Yahoo or even Yandex.

The integration of a voicebot into a company's customer service therefore has benefits for natural referencing, which can be broken down into several points.

The voicebot makes it possible to imagine the concerns of the customers

Natural referencing allows you to put yourself in the user's shoes and imagine what he is looking for or to get an idea of ​​his request (this is possible through the collection of various and varied voice requests opened by users).

Thus, the adoption of a voicebot within a brand makes it possible to imagine in advance what the customers are looking for.

A voicebot allows you to think about how users do their research and anticipate possible solutions.

It is exactly the same principle as natural referencing still known as SEO which is today of great importance for any company that wants to be visible through the net.

The voicebot uses keywords to better respond to customer queries

Customers, by interacting with voicebots, are encouraged to formulate their requests in natural language. In the analysis of the various requests formulated by the customers, the voicebot feeds on keywords.

These keywords are a valuable resource for a business because it can use them to provide suitable content to feed its blog, in order to respond in anticipation to some of the problems of the customers.

Since most search engines like Google give priority to relevant content when they want to show search results to Internet users, this has a considerable and positive impact on the entire SEO strategy.

VocaBase, the perfect solution to equip you with an ideal voicebot for your brand or company

The benefits of integrating a voicebot into a company's customer service strategy are enormous.

If many companies are convinced that the adoption of such a tool will allow them to revolutionize their customer service, they nevertheless have concerns about how such a solution should be implemented.

Worry no more about it. Today with VocaBase you can benefit from full support for setting up a voicebot for your business.

While accompanying you by taking into account your field of activity, VocaBase offers you a wide variety of voicebots. You will be helped in choosing the perfect solution for your business.

To benefit from VocaBase's expertise today, simply to book an appointment online to present your project.

You will benefit from a consultation that will allow you to know the solution that suits your company.

So all you have to do now is join the many customers of VocaBase who only express their satisfaction on a daily basis.