With a voicebot, customers can be helped quickly and efficiently without the need for immediate intervention by an employee. This process is called deflection and leads to a better distribution of customer inquiries. Additionally, there are more advantages, such as availability outside of business hours and the automatic execution of simple tasks.
Many companies already have a chatbot or are in the process of implementing one. But did you know that you can easily reuse the same logic and content for a voicebot? This way, you can offer your customer service not only via chat but also through voice interactions. This provides a broader range of service options while reducing the workload for your employees.
Answering frequently asked questions: deflection
Deflection means that frequently asked questions are answered directly by a bot, without the need for human intervention. Examples include inquiries about opening hours, order status, or rescheduling appointments.
The biggest advantage? Your employees save time for more complex tasks and valuable customer interactions. Instead of repeatedly answering the same standard questions, they can focus on advisory conversations and providing customer-centric solutions. This transforms them from customer service agents into genuine customer advisors, leading to higher customer satisfaction and greater team engagement.
24/7 availability
Not every customer calls during office hours. A voicebot ensures that customers still receive answers to their most common questions outside regular business hours. This increases customer satisfaction and prevents people from becoming frustrated and giving up.
Automated task execution
A voicebot can do more than just answer questions. It can also be used for operational tasks, such as:
- Updating an address
- Rescheduling an appointment
- Submitting meter readings
- Resetting a password
By automating these processes, you not only save time but also reduce human errors.
From chatbot to voicebot: How does it work?
The transition from a chatbot to a voicebot is easier than you might think. The core of your chatbot – such as the logic and responses – can largely be reused for a voicebot. Here are the three most important steps:
- Use Your Existing Chatbot
Do you already have a chatbot (for example, from Kindly)? Then you already have the foundation in place. The responses and conversation flows you’ve developed for chat can largely be reused for voice interactions. - Integrate with a Voicebot Platform
To make your chatbot suitable for voice interactions, you’ll need an integration platform. Seamly offers a solution that allows you to make the transition easily. - Connect to Your Telephony System
To connect your voicebot to phone numbers and your customer service software or telephone system, you’ll need a telephony partner like Sound of Data. This ensures that customers who call can communicate directly with your voicebot.
Conclusion
By smartly reusing your chatbot as a voicebot, you offer an additional service channel without duplicating efforts. Customers get answers faster, employees can focus on more complex questions, and your service becomes available 24/7. Additionally, a voicebot can handle operational tasks, further increasing efficiency.
Another key advantage is that you only need to manage your content in one place. Your chatbot and voicebot use the same responses and logic, eliminating the need for duplicate maintenance. This saves time and ensures you stay up-to-date on both channels.
Want to expand your chatbot to voice? Discover the possibilities with Seamly and Sound of Data, and get more out of your customer interactions!