How do you build trust between voicebots and their users?

There are various factors that determine how much trust we have in the technology we interact with. In robotics, reference is often made to the classification by Hancock and his team, which distinguishes three main categories: the system itself, the people interacting with it, and the environment in which the system is used. Among these categories, it turns out that the performance of the robot, or in this case the voicebot, has the greatest impact on user trust. Fortunately, this is also the aspect over which we have the most control!

Another study, specifically focused on chatbots, concluded that trust is influenced by both the performance of the chatbot and the context and environment in which it is used. This principle also applies to voicebots. These insights were brought forward, among others, by Følstad and his colleagues in their research on chatbots.

Trust can be damaged when the capabilities of the voicebot do not match the expectations of the user. Therefore, we need to build trust through a structured approach.

1. Managing Expectations: The voicebot must ensure that users have a realistic understanding of what they can expect. This can be done by having the voicebot provide examples at the start of the conversation or briefly explain what it can assist with. Additionally, the voicebot must be able to correctly answer questions about its own capabilities.
2. Provide an Immediate and Relevant Response: As soon as the conversation begins, the voicebot must function well and respond directly to questions. Thanks to technological advancements such as speech recognition and AI-driven language models, voicebots can respond more accurately and quickly. This helps prevent frustration for users.
3. Solve Problems: If the basics are functioning properly, the voicebot can perform tasks for the user. Think of searching for information, scheduling appointments, or executing simple transactions. The better the voicebot succeeds in these areas, the more trust the user will have.

Once these three levels are functioning well, further improvements can be implemented, such as a more natural-sounding voice or more personalized interactions, to further strengthen trust.

At companies implementing voicebots, we already see significant progress in how this technology is being used to assist users.

1. Smart Speech Recognition and AI: Modern voicebots can accurately recognize languages and dialects. By using an LLM (Large Language Model), you can operate without the “tree structure” of questions (like in an IVR or menu system). This minimizes the number of times a voicebot cannot provide an answer.
2. Integrations with Other Systems: Modern voicebots can answer product-related questions, reschedule appointments, or update addresses by connecting with databases and systems.

Building trust in a voicebot revolves around performance and expectations. By ensuring that the voicebot sets realistic expectations, provides immediate and relevant responses, and effectively solves problems, companies can offer their customers a reliable and valuable digital assistant. With the latest technological advancements, interactions with voicebots are becoming increasingly natural and efficient, contributing to a positive user experience and sustainable trust.