WHICH IS BETTER FOR YOU: VOICEBOT OR CHATBOT?

Conversational AI Chatbots and Voicebots are quickly becoming the top tech trend as artificial intelligence (AI) evolves. Businesses typically use them as virtual agents to handle high-volume customer interactions.

Voicebots and chatbots have advantages and disadvantages, but both are known for providing exceptional customer experiences. They respond to customers immediately and are available 24 hours a day, seven days a week - arguably the top two characteristics of superior customer service.

Let us investigate both in depth.

WHAT EXACTLY IS A VOICEBOT?

Voicebot is a conversational interface that allows users to interact with computers by speaking to them. It employs a variety of technologies, including ASR, Text-to-Speech (TTS), neural networks, and natural language processing (NLP).

ADVANTAGES OF VOICEBOTS:

• VOICE-BASED COMMUNICATION
  One of the most significant advantages of a Voicebot is that it communicates via voice, the most natural mode of communication. Furthermore, voice communication is approximately three times faster than text.
• IMPROVED CUSTOMER INVOLVEMENT

Interacting with a Voicebot is analogous to talking on the phone. The natural, seamless interaction can help you stand out from the crowd. 

• WORK WITH VOICE ASSISTANTS

Integrating your Voicebot into voice assistants allows you to connect with customers on their preferred channel. It results in increased engagement and customer satisfaction.  

• VOICEBOT DIFFICULTIES

Voicebot could perform poorly in complex applications. It may be incapable of comprehending difficult conversations and will require human intervention. A Voicebot also requires a clean dataset for training, which can be difficult for different languages, accents, and dialects.

 WHAT IS A CHATBOT?

Chatbots mimic chat-based conversations and allow users to text in natural language. The technology underlying the Chatbot, Conversational AI, ensures that the conversation is human-like. 

Chatbots are simple to integrate with websites, mobile apps, and messaging apps like Messenger and WhatsApp. Chatbots enable quality self-service by automating customer interactions.

ADVANTAGES OF A CHATBOT:

• SOPHISTICATED USE CASES OF A CHATBOT ADDRESS

Chatbots prove their worth when it comes to handling complex chat flows. They can display multiple options in Chat and make non-linear use cases easier to understand. In the case of Voicebot, if you provide too many options, remembering them becomes tedious.

• MUCH EASIER TO TRAIN

Training a chatbot is much simpler than training a voice bot. The main reason is the availability of large amounts of text-based data, which voice datasets do not have. 

Furthermore, the context and intent of the conversation are far easier to understand in the text - no need to worry about tone, modulation, or other aspects of a spoken sentence.  

• TRANSMIT AUDIO-VISUAL MEDIA

Another advantage of Chatbot is that you can send audio-visual media, such as images, videos, and GIFs, in addition to text. This improves the experience and leads to greater engagement. 

HOW DO YOU SELECT A CONVERSATION AI SOLUTION?

• SELECT YOUR GOAL

Check your goal for implementing a bot as your first deciding factor. Your objectives could be to provide customer support, assist users in finding information about your product or service, engage users, generate leads, and so on.

You can decide on use cases for your business where the bot will play an important role based on your automation goal.

• BUSINESS MODEL

The following step is to assess the type and size of your business. Are you a growing or a start-up, whether you own a B2C or B2B business?

• HOW DO YOUR CUSTOMERS WISH TO CONTACT YOU?

Understand how your customers prefer to communicate with your company. For example, if you receive more inquiries via phone than via website or other means, phone calls are your preferred mode of communication.

Determine what will work best for your business based on your user requirements.

• HOW WILL A BOT ASSIST YOUR COMPANY?

Adopting new technology for any type of business can only be beneficial if it is both cost-effective and time-saving. Consider how a bot can help you automate certain aspects of your business and save you time and money.

The answers to the preceding questions will help you decide whether to use a Voicebot or a Chatbot solution for your business.

CONCLUSION

Both the conversational AI technology solutions - Voicebot and Chatbot - are the best in their respective fields; however, each has advantages and limitations that vary depending on the type of problem you are attempting to solve for your business and how it is implemented. Choosing the best solution will allow you to save both time and money.  To summarise, determine which solution, voice bot vs chatbot, provides more value to your customers.

Still unsure about which AI solution to choose? Connect with

AI LifeBOT and we will assist you!