4 March 2021

What should a good voicebot be able to do and what should I look for when choosing one?

Keeping up with the competition in a market where new technologies are emerging all the time can be challenging and you need to constantly monitor the market’s trends. One such trend is voice-controlled technology, which we are seeing more and more of. Not only can a smart home or car be controlled by voice, it can also be used in business. Companies in the Czech market are also starting to notice the benefits of voice technologies in connection with artificial intelligence and are implementing voicebots in their call centers. Voicebots help operators solve routine questions, increase the availability of the customer service line and at the same time make the operation cheaper. And it doesn't have to be just overloaded lines with hundreds of calls a day, voicebots can also be used in smaller online stores. If you are considering a similar solution, let's take a look at what such an ideal voicebot should actually do.

What no voicebot can do without

The ideal telephone assistant is composed of three parts: quality technology, a fine-tuned conversation and functional integration. Now let's take a closer look at all the parts.

Let's look at the technology first. Quality technology for a telephone assistant consists of three components. The first is Speech-To-Text (STT), a tool for converting the spoken word into text. The more accurate this transcription is, the better the quality of the input to the bot's "brain", the so-called NLP (Natural Language Processing) or NLU (Natural Language Understanding) unit which selects the correct answer. This correct answer must then be read out, which is taken care of by the Text-To-Speech (TTS) tool, i.e. a synthetic voice. The aim is to make the bot sound as natural as possible.

The voicebot doesn't make things up

It is a fine-tuned conversation design which helps the bot sound natural. The voicebot doesn't make up its answers, but has them pre-written. And if they're written well, it’ll be a pleasure to talk to the bot. What do we mean by that? The conversation has to be well prepared on two levels – firstly, the voicebot has to speak in an appropriate and fitting style with the end user in mind, i.e. your customer. Also, the questions and answers must be designed in such a way as to facilitate mutual understanding between the user and the bot.

A voicebot consists of quality technology, a fine-tuned conversation and functional integration

To make the bot as useful as possible

Integration is also an essential part of the process. A voicebot is only as useful as how well it is integrated. Integration to the telephone exchange comes first, it is essential in most cases. Integration to your internal systems then takes the bot's functionality to the next level – it can check or change the status of an order, notify you of payment details, enter an appointment into the CRM, etc. The voicebot can analyze calls and report them back to you, so that you can measure everything and continuously improve customer service.

We can help you choose a voicebot

At Vocalls, we're here to help you choose a voicebot. We have experienced developers and conversation design experts on our team, and we'll be happy to design a voicebot tailored to your exact needs. Drop us a line via the contact form or email us directly at sales@vocalls.ai and we'll get back to you.

1st place

Czech Contact Center Awards

Technology, 2019

1st place

Czech Contact Center Awards

Clients, 2020