Sep 29, 2020, Innovations

Voicebots, chatbots and livechats. How do they work?

iteo team
image

Modern customers have increasingly high demands. Not a surprise here – constant digitalization and automation of business processes accustoms them to get what they want almost instantly. Having customer service available 24/7, being in constant touch with companies, calling them without a need to wait for a free line, running errands using only a smartphone – the list goes on. Today we give you 3 solutions—live chats, chatbots, and voicebots—that will help you to truly optimize your operations.

How can we meet the needs of the market and the customers themselves? There are two options – text or voice communication. Text-based solutions are more convenient for people who don’t like to talk to others or can’t do it for some reason. While voice-based solution can definitely be faster and bring more personalized, detailed experience.

Text-based communication, facilitated through online chats, appeals to those who prefer not to engage in voice conversations. Conversely, voice-based solutions, including voice bots and voice assistants, offer a faster, more personalized experience, enhancing customer satisfaction through natural language understanding and automatic speech recognition.

Livechat: Your Digital Customer Service Desk

Livechat is a form of help desk where all communication between the user and the customer service rep happens through an online chat. The conversation resembles the one that we conduct with our friends on messaging applications.

To provide this type of communication to our clients, we need a widget installed on our website. It will allow access to the chat window that will connect the user with the agent on the other side. Oftentimes, brands use Facebook’s Messenger widget to allow customers to contact their fanpage directly from the website. Also, it doesn’t require any additional systems and programs to operate the livechat.

As for the administrative side, there is also an application that allows customer care employees to answer requests from the clients and converse with them to fix their issues. For Messenger, that would be the fanpage panel where every person with authorization can answer sent messages. Off-the-shelf systems provide their own solutions.

Enhancing Engagement with Chatbots

The whole process is similar to livechat described above but instead of a person, we have a bot answering questions. It is a piece of software that we program beforehand with knowledge about our company, most common issues and other useful data.

Chatbots used to sound unnatural and they wouldn’t share any information unless we would provide a question that was written exactly the same way it was programmed by the owner. Now, thanks to artificial intelligence, machine learning and other algorithms, chatbots are behaving quite human-like and with time their database evolves to provide even better answers.

Facebook Messenger also provides chatbot features that every brand can turn on in their chat. This way, even if the owner or admin is not available, the bot will provide useful information about some topics.

Voicebots: The Future of Customer Interaction

An original solution that is still quite fresh on the market. At iteo, we even offer our own voicebot called Hellobot. It is a tool that allows us to optimize and automate almost any process within the company. Basically, it’s a voice technology that is programmed beforehand to answer or make phone calls and talk with clients about particular issues. 

A voicebot can be used in debt collection, sales and marketing, booking appointments, receiving complaints and many more cases. It provides clients with useful information, but it can also confirm visits or change their dates, register technical malfunctions, take orders – it has countless capabilities. From artificial intelligence customer care tools, this one has the most personal touch – because it can not only talk but also take concrete actions. Artificial intelligence is once more a technology that helps the bot to improve and provide a more individual approach to the client.

This is a more expensive option that is not available as a DIY. To get a voicebot for your business, you should reach out to a company that can program one just for you – like iteo. We provide a Hellobot voicebot that can be implemented almost seamlessly into the system you currently use for customer support.

Comparison of livechats, chatbots and voicebots: Advanced Solutions for Modern Businesses

Artificial Intelligence

AI is an area of computer sciences that is dedicated to creating algorithms that will operate similarly to human brains. So the goal here is to make them understand our behaviors and mimic them in context. Also, particular divisions of artificial intelligence focus on human-like abilities – for example, machine learning was created to constantly improve itself and make predictions based on previously provided data.

This is the technology that gives the chatbots and voicebots this human-like feeling where they can interpret speech, answer questions written in various ways, understand non-specific inquiries and constantly learn how to better themselves based on past performance. Advanced products based on AI can also analyze data they collect from the customers and draw conclusions that can be essential for business decisions.

Will artificial intelligence substitute people in some professions? Possibly. But for sure it will be developed to perform even more complicated tasks and to resemble humans as much as possible. This way, using AI in daily business processes won’t seem lifeless for people and the capabilities will significantly outgrow the ones of human employees. No worries, there is a lot of work that still needs creative approach robots can’t achieve. We will work side by side for spectacular results.

Transforming Business Operations with Advanced Customer Service Technologies

The adoption of live chats, chatbots, and voicebots transcends the mere automation of customer service tasks. It represents a strategic transformation in how businesses interact with their customers, gather insights, and streamline their operations. This integration of cutting-edge technologies into customer service frameworks is not just about meeting customer demands—it’s about redefining the business landscape.

Enhanced Data Insights and Personalization

One of the most significant benefits of employing advanced customer service technologies is the wealth of data they generate. Through natural language understanding and automatic speech recognition, these systems capture detailed customer interactions. This data is invaluable for businesses, offering deep insights into customer preferences, behaviors, and needs. By analyzing this information, companies can tailor their products, services, and customer interactions to better match their target audience, significantly boosting customer satisfaction and loyalty.

Furthermore, the application of machine learning algorithms enables these systems to learn from every interaction, continuously improving their ability to serve customers in a more personalized and efficient manner. This level of personalization was once the domain of high-touch, labor-intensive customer service models but can now be achieved at scale with AI-driven technologies.

Operational Efficiency and Cost Savings

Integrating chatbots and voicebots into customer service operations also brings about substantial improvements in efficiency and cost savings. By automating routine inquiries and tasks, businesses can reduce the workload on human customer service representatives, allowing them to focus on more complex and high-value interactions. This not only optimizes resource allocation but also reduces operational costs associated with staffing and training customer service teams.

Moreover, the 24/7 availability of these AI-powered solutions ensures that customers can receive assistance at any time, without the need for businesses to maintain round-the-clock human staffing. This capability is particularly beneficial for global businesses that serve customers across different time zones.

The Future of bots

Algorithms and voice technologies undergo constant dynamic development. This way, companies will be able to offer more sophisticated yet cheaper solutions. And that will probably happen quite soon. Voicebots and complex chatbots won’t be available for big corporations only. More commercial use is a matter of time.

Optimizing and automating business operations has an important justification – our team members can take care of tasks that require their attention instead of the repetitive actions that would exhaust them. Robots are way more effective in this department. This way we can invest in the creative growth of our employees and get better outcomes when they leave these difficult but still important duties to machines.

Summary

Which solution will be truly suitable for your business? That depends on your budget and current customer support needs. But even startups and small companies can afford to build livechat infrastructure or use a chatbot to improve their results when it comes to communication with clients.

If you are interested in these innovative tools – don’t hesitate to contact us. We will help you to pick the best one for achieving your goals and addressing your pains. Then we will prepare the whole system and implement it according to your requirements. Let’s work together and create software that will complement your brand in the best way!

Share