In-House Techhub

Role of Chatbots and Voicebots in Business Transformation

customer experience services

Chatbot and voicebots are a buzz word in today’s world, and almost everyone is familiar with them. But with the rise in the trend of chatbots and voice bots and their market outlook, it has become very crucial for businesses to upgrade the ways in which they engage with their customers. Engagement management has been the prime facet of the brand representation after all.

According to Gartner, Artificial Intelligence (AI) will be a mainstream customer experience investment in the coming years. 40% of organizations will deploy virtual assistants and 47% will use chatbots for customer care.

Artificial intelligence (AI) is restricting the methods in which businesses communicate internally as well as with their customers. AI is important for enabling automatic learning and the flexible interpretation of automated business communications.

It is predicted that chatbots and voicebots will move from the simple user-based queries to more advanced analytics-based real-time conversations.

What is voicebot?

A voicebot is an AI and Natural Language Understanding (NLU) based voice channel for communication that functions by converting audio to text format. The AI technology empowers it to recognize the key makers in the speech and conclude the best response to dialogue. The Text to Speech (TTS) engine then converts the response into audio to complete the interaction. These bots are trained to finish the entire process of speech understanding and response process in a nearly human manner. They are also known as voice assistants or the voice chatbots.

What is chatbots?

A chatbot is a platform that communicates with the help of text messages. Like a voicebot, the chatbot is also AI-based software that can necessarily stimulate a chat or a conversation with the users in the natural human language. The conversational AI makes sure that the experience that chatbot gives is close to human. The chatbot can be integrated easily on websites or messaging applications.

  • WhatsApp chatbots help in the growth

With a desire to provide business-friendly conversation, Facebook is bringing the business in the centre of the personal space of customers. Facebook Messenger has proved itself as an effective source for business to have a personalized conversation with the chatbots to their customers which has considerably improved in getting quality lead. Facebook Messenger is already home to over 350000 bots and is enormously growing at a very high pace.

WhatsApp is currently providing support to chatbots in their platform and this is a perfect time to build your brand. Huge brands like BookMyShow, Netflix, etc. are already using WhatsApp for better customer engagement. With over 1.5 billion users, it is a great platform for better customer engagement and support with the help of AI conversational WhatsApp chatbots.

Whatsapp is planning to launch and monetize its chatbots platform while treading on very safe waters, as it will not choose to disappoint its customer base as customer service experience is the focus point.

  • Data-driven chatbots

Presently, businesses are making decisions based on data as it is refining their complete structure to provide a customer-friendly experience. Chatbots with intelligence is improving and performing on the basis of data that it collects during conversations with the customers. The purpose is to perform as per the requirements of the user that can make the conversational experience better.

With sentiment analysis, the AI chatbots have the ability to train themselves and perform more like humans. The rise in AI-powered conversational bots will be reflected in every industry soon while providing an opportunity for your business to drive into the wave of digital transformation.

  • Businesses will have a voice

Platforms like Google Assistant and Apple’s Siri have already made an impact on the smartphones of every user and now they are looking to get more personalized with in-home appliances like Amazon’s Alexa and Google’s Nest. According to a survey conducted by eMarketer, the number of smart speaker users in the United States alone will rise to 83.1 million by the end of this year.

This shows how voice assistants are becoming an important mean of communication and can be used for the benefit of businesses as well. Voicebots can be integrated into business applications and websites that will help in making the conversational experience better.

  • Automated Call Centers

The advances in Natural Language Processing (NLP) in combination with AI voice generation and “serverless” technology, completely automated call centres will soon be a reality. They will have deep knowledge about the domain helping conversation in the smooth flow of conversation with customers. Available around the clock, they will never get sick nor will they take any leave.

  • Managing Employee Support

With the help of voicebots, you can build a Virtual IT helpdesk for your employees. They help you in guiding the users verbally for their basic IT requests such as changing passwords of the system, checking internet connectivity, calling codes, etc. all this can be easily done without human intervention. Bots learn from experience and can users in accessing information and system.

Wrapping Up

With a lot of predictions done regarding the future of voicebots and chatbots, we will have to see how well they fulfil the possibilities. To build a chatbot or voicebot, you need to have a deep understanding of the requirements of your business. This will surely improve your customer journey and experience which is very critical for the growth of your business.

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    Chandrima Samanta
    Content-Editor at MartechCube
    Chandrima is a Content management executive with a flair for creating high quality content irrespective of genre. She believes in crafting stories irrespective of genre and bringing them to a creative form. Prior to working for MartechCube she was a Business Analyst with Capgemini.

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