6 Features Your Voicebot Must Have for Seamless Conversations

Voice master bot 15.ai alternative: 78% of customers say that they will forgive a company for its mistake if they receive excellent customer service, says research by Salesforce.  It tells how crucial customer support is for your business. 

Customer-centric businesses always look for innovative, new-age solutions to improve customer experience – Voicebot is such a solution of current times.

What is a Voicebot?

Voicebot is a voice interface that enables the user to interact with a computer using speech. With the help of a set of technologies, such as Automated Speech Recognition (ASR), Text-to-Speech (TTS), and Artificial Intelligence (AI), Voicebot simulates human-like conversations.

Not all Voicebots are alike. So how do you decide which bot is better? Typically, it is decided on the basis of the accuracy with which a bot can understand and imitate a human conversation.

Here are the features that a great Voicebot must have:

1. Understanding the Intent

As human beings, we don’t follow hard and fast rules while having conversations. For example, one might say ‘sure’ or ‘why not’ instead of ‘yes.’

If Businesses deploy AI automation instead of human agents, they need to ensure that Voicebots accurately understand the intent behind spoken words. Otherwise, customers might get frustrated.

These two scenarios would provide more context

Scenario 1: When the customer is busy

Voicebot: “Hello, I am calling from American Express. Am I talking to Mr. James?”

The customer may have a variety of responses. For example,

1. “I am busy”
2. “I am in a meeting”
3. “I am driving”
4. “My dad is not home”
5. “Call me in the evening”

In this case, the Voicebot must be intelligent enough to understand that the customer is not available. It must politely thank the customer, ask them the right time to call, and reschedule the call accordingly.

Scenario 2: When the customer’s response has multiple steps

Voicebot: “Hello, I am calling from American Express. Am I talking to Mr. James?”

The customer: “Yes, James speaking. I am in a meeting. Call me in the evening.”

In this scenario, the bot has to be intelligent enough to comprehend all three steps in one go –

1. That was James
2. He is not available
3. The evening is the best time to reschedule the call

• Knowing When to Pause and Hold

A well-programmed Voicebot must know when to take a pause and when to speak. Interrupting the customer while they talk can be annoying. It can lead to customer dissatisfaction.

The Voicebot must understand that it should hold the call when the customer says so – typically, after such sentences

1. “Hold a second”
2. “Wait a minute”
3. “Please hold”

• Instant Speech Recognition

To enable seamless, human-like conversations, the Voicebot must understand what the customer is saying in near real-time. Otherwise, lags and delayed responses may irritate the customer, leading to poor customer experience.

• Hyper-Personalization

When a customer calls your business, the last thing they want is to go through multiple steps. For instance, asking them to

• Provide information, such as ID or account number for identification
• Select the possible reason to call from a list

On the contrary, an intelligent bot greets the caller by their name, knows the caller history, and tells the possible reason for the call proactively based on the past calls.

• Seamless Transfer to a Human Agent

One must be clear that the purpose of Voicebots is to add value to customers and businesses, not to replace human agents. Typically, the bots take care of repetitive queries, so the human agents can focus on providing customer delight, generating sales opportunities, and closing deals.

The Voicebot must transfer the call to a human agent immediately when it is required. For example, when the Voicebot doesn’t understand what the customer is saying. The last thing you would want is your customer stuck with a bot that doesn’t get their problem.

• Continuous AI-Powered Learning

Understanding and stimulating human-like conversation is a complex task. It can be challenging to train Voicebots to understand long sentences, slang, and multilingual words. However, they can learn continuously based on previous results to become precise and accurate. voice master bot 15.ai alternative

To Sum Up

As businesses are enthusiastic about deploying AI automation, Voicebots have become an integral part of contact centers. However, to accurately understand and imitate human conversations, the Voicebots must be backed up with advanced technology and have sophisticated programming.