Voice-bot-blog

Voicebot: An Ultimate Guide (2021)

Feb 18, 2021

Whenever you hear Voicebot, the first thing that comes to your mind is Siri, Alexa, or Ok Google. These are the most convenient voice-powered tools that have become a huge part of our day-to-day life.   

In 2021 we will see the rise of AI chatbots and voicebots in various verticals like insurance, banking, fintech, retail, utilities, eCommerce, healthcare, and many more.   


So what is voicebot? how do they work? and all the other questions that pop-up regarding voice ai, voice searches, voice assistants, speech bot and voice chatbots will get answered in this blog.  

Table of content  

  • What is a Voicebot?  
  • Types of Voicebot  
  • Importance of Voicebot  
  • How do Voicebots work?
  • Applications of Voicebot  

What is a voice bot?

Voice bot is a type of software that uses AI based voice as a mode of communication to interact with the user. They can listen to the command given by the user and respond with the required action.   

Types of voicebot

The most popular type of voice bots currently are:  

  • Conversational AI Voicebot Integrated with Contact Center for Inbound and Outbound call automation  
  • WhatsApp Voicebot  
  • Chatbot with Voice AI  
  • Voice AI-based Smart assistants  
Voicebot integrated with a contact center for Inbound and Outbound call automation   

AI Voice chatbot integrated with the contact center uses AI based 2-way conversational voice as a medium to communicate with the customer. It can automate inbound and outbound calls without any human intervention. It can also transfer the call to a human agent upon customer’s request or book an appointment with them.   

Use Cases of Inbound Calls 

  • Customer Support Calls   
  • Sales Inquiries   
  • Customer Inquiries   
  • Employee IT Helpdesk Call 

 

Use Cases of Outbound Calls 

  • Automate Tele-Marketing Calls   
  • Lead Qualification 
  • Customer Engagement   
  • Insurance Renewal Calls   
  • Payment Reminder Calls 

 

Whatsapp Voicebot 

 

Whatsapp allows users to send voice inputs or voice commands to the bot. If Floatbot platform detects Voice AI based input, then bot will answer with Voice + Chat reply in the text as well as voice form.   

Chatbot with Voice AI  

 Chatbot with voice AI is a chatbot that can accept voice as input. The user can use the microphone option available to ask their queries and the bot can reply in chat+/voice form as required by the user. Floatbot allows voice based input with streaming. Benefit of Chatbot is it can act as Voice AI based virtual assistant and can give reply in chat based rich-format as well as voice.

Voice AI-based Smart Assistants  

Voice AI-based Smart Assistants

Voice AI-based smart assistants work purely with voice. The response from this bot is always voice-based. Amazon Echo and Google Homes are examples of Voice AI-based Smart Assistants. The introduction of such voice AI-based assistants extended the reach of communication that was limited to mobile devices once.  Bot developed in Floatbot platform can real-time integrate with smart assistants such as Amazon echo and Google Home. 

Why are Voicebots important? 

Like chatbots are evolving, so are voicebots. Voice bots eliminate the barrier of languages and smart-phone or any smart device such as tablet or computer. Voicebots can be operated with simplest phone with any network connection. Hence, Voice bot has become one of the preferred ways to communicate in current era. Voicebots are easy to interact even for older generation. 

Research tells us that consumers will be voting with their wallets in favour of voice assistants over other channels- in three years, active users of voice assistants expect 18% of their total expenditure to take place by voice assistants.

 

Voice chatbot makes your product easy-to-use and easy to buy by providing information and the convenience to interact in natural voice language.

The major trend we are going to see in 2021 is the combination of voice and chat as one conversational AI product.   

How do Voicebots work?  

Voicebots can understand natural language and communicate with users via voice. Voice bot can listen and understand the commands given by the user and responds with the relevant answer without human intervention.   

Few of the deep-tech AI modules used in Voicebot include:  

Speech to Text 

The Speech to text module, converts the natural speech to text even in noisy environments. Typically, Speech to Text module is developed with end-to-end deep learning-based speech recognition. It can recognize and understand different accents and languages. 

Text to Speech  

The TTS (Text to speech) module can generate human speech from text input. 

NLP/NLU Engine  

Voice bots are layered with an NLP engine to create human-like conversations. The bot can understand all possible questions, words, and sentences that the user speaks. Customers can talk freely with the bot instead of giving yes or no responses. The bot can identify the intent of the customer’s commands/request and respond instantly with the appropriate reply.

Language Detection  

The AI Voicebot can recognize the language and dialect of the user and seamlessly switch to the language used by the user. This will ensure that there is no language barrier and the customer can talk freely with the bot. 

Machine Learning  

The Voice bot auto learns from the user’s data and queries. It uses deep learning and machine learning-based modules to self-learn from the available user queries and add to its’ knowledge base. 

Other critical modules include:  

Bot interruption technology  

The bot interruption technology helps the Voicebot to respond to unexpected user interruption during on-going conversation. When the user interrupts in-between the conversation, the bot will stop speaking, listen to what user is saying and respond accordingly. 

Answering Machine Detection  

The AI-powered voice bot can easily identify whether the call is picked up by a human or an answering machine. If the answering machine is detected, the bot will automatically hang up the call.   

Applications of Voicebot  

Voice bots can become very useful for businesses as they can save the time required for customer service. Below listed are a few applications of AI voicebots in improving customer experience.  

  • Automate Customer Support  
  • Increases digital Sales  

Automate Customer Support  

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A voicebot can automate thousands of inbound and outbound calls. A single bot can converse with multiple customers giving a personalized answer to each one. Thus reducing customer support cost.  

Increase Digital Sales  

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Voice bots can engage and guide your customers through personalised conversations. They can generate leads, qualify leads, schedule meetings, promote a new product, and increase engagement and digital sales by 200%.    

About Floatbot.ai

At Floatbot, we use our advance AI chatbots and Voicebot to deliver an exceptional customer experience. Both voicebot and chatbot can be developed on our unified platform. Our bots support 150+ languages and all the chat and voice channels to provide a seamless experience at every customer touch-point. We have been recognized globally for our services and our amazing team makes sure to provide best-in-class services to the clients.

To know more, please contact us here, and our team of experts will connect with you.

 

Written by:

Saloni Vasani

Digital Marketing Executive

  

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