What is a Voicebot?
A Voicebot is a conversational agent capable of conversing with a user by voice, understanding requests expressed orally in natural language, but also responding to them and initiating various actions (making an appointment, adding an item to a shopping cart, etc.).
This AI-enhanced voice assistant can be accessed from connected objects (smartphones, cars, speakers, televisions, household appliances), mobile applications or even websites.
If it remains the preferred channel for users, it's because voice offers several advantages:
- Speed, because it's 3 times faster to speak than to type on a keyboard
- Multitasking: you interrogate the Bot while simultaneously carrying out other tasks (driving, cooking, sports, etc.).
- Inclusivity and accessibility: compared to other digital channels, voice offers the possibility for anyone to access your customer service, even if they are visually or physically impaired, or illiterate.
The advent of natural language voice assistance
Alexa, play my "Summer 2022" playlist.
Ok Google, what's the weather going to be like tomorrow morning?
Over the past few years, Voicebots have become an integral part of our daily lives. While they are very widespread across the Atlantic, their use remains more moderate in France, as shown by the study carried out at the end of 2021:
Of the 1,000 French people aged 18 to 65 surveyed :
- 69% use voice commands to send SMS/email or search for information;
- Of these, 24% use voice commands on a daily basis, and 81% from home.
- 92% of them use voice commands on their smartphones, and 52% in the car.
In a context where user expectations and habits are evolving, customer demands are growing and voice remains the preferred channel, Voicebots are emerging as a major ally for companies looking to revolutionize their customer experience. How do you go about it?
Voicebot, Callbot, what's the difference?
While they both belong to the category of conversational voice agents, the Callbot has the particularity of being accessible by telephone.
Always within earshot or slipped into a pocket, the Voicebot takes on more of a personal assistant role, while the Callbot responds to requests traditionally addressed to customer relations departments by telephone.
Callbots relieve advisors of repetitive tasks, automate processes and facilitate exchanges. They can be found in every sector of activity, from healthcare and tourism to banking andinsurance, and they're not about to go away! According to a study by Accenture, global productivity is set to rise by 40% thanks to artificial intelligence by 2035. As a result, more and more companies are working on a hybridized customer experience between humans and bots.
Voice assistants for the customer relationship of the future
Far from being mere AI gadgets, Voicebots and Callbots are real assets for achieving your marketing or customer relations objectives. Thanks to Zaion Bots, you can :
- Improve the user experience by making your products or services more accessible
- Improve your quality of service by providing users with 24/7, no-wait answers
- Reduce your operating costs by automating low-value calls from start to finish
- Enhance the skills of your advisors by enabling them to focus on higher value-added requests that require genuine customer support.
