In recent years, voice chatbot technologies (voicebots) have abounded on the internet. Likewise, the points of contact are multiplying and diversifying exponentially.
Consumers increasingly seek simplicity when interacting with brands, so the need to talk with a robot has never been strong for several reasons.
Why is it interesting to engage in a conversation with robots? In which contexts can a voicebot be used? What concrete advantages can be drawn from its use? So many questions that deserve to be asked. Here are our answers.
Talking With a Robot Has Become Commonplace.
You have probably already used or heard of chatbots. Intelligent robots that can maintain a dialogue with their interlocutors via text.
Chatbots are everywhere on the internet and can answer your questions, solve a fundamental technical problem, order a product for you, or, if necessary, direct you to a human customer service agent.
Beyond the purely practical tasks that they can carry out via textual requests, these robots have also been the subject of natural, technological prowess, and they can currently maintain a real conversation to facilitate your daily life.
Conversation with a robot is not new.
Chatbots are currently evolving and getting smarter. However, it must be said that these computer programs have already been used for a long time. They have enabled better interaction between brands and customers through computers, smartphones, or online messaging applications.
Thanks to the ubiquity of the internet, tech gurus predict that the use of chatbots will increase. According to statistics, around 80-85% of companies will deploy this technology by 2020.
Daily, classic chatbots will continue to perform basic tasks such as finding information, reserving a table at a restaurant, etc. Best of all, they can offer 24/7 support to its users.
Despite their performance and reliability, another technology is emerging that is ahead of them: voicebots.
Voice recognition has revolutionized the concept of chatbots.
Voice Bots are a boon for brands, allowing users to “talk with a robot” in the truest sense. Indeed, text conversational agents have acquired voice recognition technology, enabling them to recognize the context of the conversation and to dialogue by voice with their interlocutors. This can be done through a Smartphone or a connected speaker.
By combining voice recognition and artificial intelligence, voicebots make your life easier. They allow you to free yourself from using a keyboard to write and the constraints associated with it, such as spelling mistakes, the use of a screen, etc.
A study by Invoca showed that humans can speak around 125-175 words per minute. On the other hand, with a keyboard, they can only type about 40 words per minute. This means that voice chatbots can allow you to gain speed and flexibility.
Now voicebots are more intelligent and more human.
By using a chatbot, you can offer your customers a simplified interface that enables honest communication. It is designed to understand their needs and offer them relevant solutions.
It may sound strange, but this technology promises a much more natural interaction, as it can respond to your customers with their language: users can use only voice to obtain store opening hours, manage their accounts, shopping, etc.
In short, a conversational robot is an easy-to-use, competent, and omnipresent personal assistant.
What Can An Intelligent Chatbot Be Used For?
Even if they have already proven themselves in optimizing customer relations, the promises of voicebots make it possible to imagine many other uses.
Optimize customer service
As mentioned before, a chatbot can instantly answer basic questions consumers ask your customer support.
The intelligent tool can connect to its customer database to quickly identify its interlocutor. Then, he will be able to accompany him and respond to his requests, even outside working hours, that is, during periods when human advisors are unavailable.
This tool allows your human agents to increase their productivity by providing relevant and instantaneous answers to simple and repetitive questions from your customers. And for more complex requests, he can direct his interlocutor to the appropriate people in a fluid and friendly way.
Chatbots and recruitment
Recruiters are turning to advanced sculpins to save time and screen candidates better. For example, they can help them to obtain the terms of reference for the desired position, to fill in an application form, etc.
A voicebot can be the first contact between the company and the candidates while providing a better user experience. For human resources personnel, it avoids work overload and allows them to gather more information on candidates (salary benefits, skills, knowledge, etc.) to facilitate recruitment procedures.
Lighten the daily life of lawyers.
A chatbot is an excellent tool for automating the tasks of lawyers. As it is a practical and ergonomic tool, it can, for example, help novice interlocutors to understand the intricacies of legal texts. It can also automate document analysis, automatically enter contracts, check contractual clauses, etc.
Among many others, the voicebot DoNotPay, designed by Joshua Browder, can offer simple and relevant answers to migrants applying for asylum in certain Anglo-Saxon countries. Thus, it can establish the documents to be sent to the courthouse to become an asylum seeker and generate a text script that can be read when the person has to appear there.
Chatbots And Medicine
You can be optimistic about the changes that voicebots can bring to medicine. Note, however, that these robots are not designed to replace doctors but to serve as intelligent assistants. And know that the voice remains the most natural way for patients to express their needs and health.
Finally, the other underestimated aspect of the voicebot is its excellent memory capacity. He can therefore remember a patient’s data precisely to offer him appropriate advice, remind him of the contraindications of a drug, suggest an article to read, etc.
Voicebots have not yet reached their peak to replace client advisors, lawyers, healthcare professionals, etc.
However, they could be used for things that will be more and more useful. Thanks to the constant evolution and improvement of artificial intelligence and voice technologies, these conversational agents have a bright future and will undoubtedly influence our way of life.