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Voicebot is the ultimate solution for optimizing operations. This solution automates processes so that operators do not have to sit all day talking about repetitive content and customers have a better service experience. So what is a Voicebot? Let’s find out with FPT.AI how these virtual assistants free businesses from the problem of resources and costs in the following article.
What is a Voicebot?
A Voicebot, also known as a virtual assistant or Voice Robot, is a tool that can understand, analyze context, and respond to user questions and requests naturally and fluently like a real phone agent. Technologies commonly integrated into Voicebots include artificial intelligence (AI), Machine Learning, Speech Recognition, Speech Synthesis, and Natural Language Processing (NLP).
This solution has the potential to replace traditional IVR systems (Interactive Voice Response). Instead of just guiding customers through keystroke options, Voicebots can understand and directly provide answers based on available data. In case the request is beyond the scope of processing, Voicebots will automatically transfer the call to the appropriate operator to ensure the best customer support.
These voice virtual assistants are often used in Customer Care Centers, Call Centers, Livechat on Websites, etc. in fields with high frequency of customer interaction such as healthcare, education and banking.
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How do Voicebots Work?
Voicebot works through a series of optimized steps to understand and respond effectively to user requests. Specifically, as follows:
- Receiving voice commands: Voicebot captures audio signals when users give commands or questions through voice. These can be simple queries such as checking the time or more complex requests such as booking tickets or technical support.
- Automatic speech recognition: Voicebot uses Automatic Speech Recognition (ASR) technology to convert audio into text. This technology applies deep learning models to analyze audio, remove noise and optimize accuracy.
- Understanding natural language: Next, the Natural Language Understanding (NLU) system will decode the user’s intent and identify important parameters such as time, location or product information.
- Conversation Management: Based on information from the natural language understanding system, the dialogue management system (Dialog Management) will help Voicebot give appropriate responses and maintain the natural flow of the conversation. Specifically, Voicebot can:
- Reply immediately with available information.
- Retrieve data from external systems, such as CRM or database.
- Redirect requests to support staff if the query is too complex.
- Text to Speech: Responses generated in text will be converted into speech using Text to Speech technology. This technology helps Voicebot not only create smooth voices but also add intonation and emotion, bringing a close, natural communication experience to users.
What are the outstanding benefits of Voicebot?
The outstanding benefits of voice virtual assistants include:
- Reducing costs and optimizing resources: Voicebot automatically handles simple interactions such as looking up information, answering frequently asked questions, automatically performing initial information verification steps such as getting phone numbers, dates of birth, ID numbers, etc. This helps businesses save costs while operators have more time for more complex and important tasks.
- Easy scaling: Voicebot does not limit the number of concurrent conversations, allowing businesses to expand customer service without increasing the number of staff during peak times.
- Flexible integration with other systems: Voice bots have the ability to integrate smoothly with customer relationship management (CRM) tools, global distribution systems (GDS) and databases, ensuring customer information is synchronized and used effectively in service processes.
- Smartly support employees: Voicebot provides customer information right on the working interface, analyzes the content of the conversation and suggests the next action so that employees can easily respond to customer requests and improve service quality.
- Personalize customer experience: Thanks to advanced voice recognition technology, Voicebot can quickly authenticate information and use customer data to provide appropriate responses. This creates personalized interactions, bringing a more professional and pleasant experience to users.
- Continuous operation 24/7: Voice virtual assistants are always ready to serve customers anytime, anywhere, ensuring that requests are processed promptly, even outside of business hours. They can automatically call or receive calls from customers according to pre-programmed scenarios, and store information in CRM to support marketing campaigns.
- Speed up processing and simplify processes: Voicebots eliminate cumbersome steps such as requiring customers to press complicated numeric keys to select services, shortening waiting times and increasing processing efficiency.
- Perform complex tasks flexibly: Voicebots support complex services such as payment reminders, card renewals, promotional notifications, or helping customers access financial services. This is a big plus to improve customer satisfaction.
However, when considering adopting a Virtual Call Center Assistant, businesses must also ensure that they build and develop a problem-solving approach from the user’s perspective, based on the user interface. Focusing too many functions and tasks on a bot can overload them and make them prone to errors. Each Voicebot should only integrate 1-3 different operations so that the bot can accurately identify the user’s intent.
Applications of Voicebots
Popular applications of Voicebot include:
- Virtual assistant: Confirm and schedule appointments, survey service quality and health status, receive complaints and remind customers about schedules, call to congratulate on special occasions.
- Virtual sales staff: Voicebot performs the role of online sales by: Checking customer information, discount codes, receiving and confirming orders, announcing promotions and providing payment information.
- Booking air and train tickets: Replace employees to verify customer information, look up and provide flight and train information, or remind customers if the schedule changes.
- Receive reservations, table reservations, food orders: Automatically process reservations, table reservations or food orders, including: Confirming reservations or canceling reservations, answering questions and providing necessary information, reminding customers about schedules or related changes.
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Voicebot vs Chatbot: What are the key differences?
AI Voicebot and AI Chatbot both use artificial intelligence (AI) and natural language processing (NLP) to automate interactions with customers.
However, Chatbots are only capable of interacting via text (receiving and processing user inputs by analyzing context and intent through text lines) and only work on text platforms such as websites or online messaging applications.
Meanwhile, Voicebot allows users to communicate by voice, with the ability to convert between speech and text, thanks to the integration of two technologies: automatic speech recognition (ASR) and text to speech (Text to Speech). Voicebot only works on voice channels, such as automated switchboards, creating more natural and authentic interactive experiences.
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What is the different between AI Voicebots and IVR?
AI voicebots and IVR systems differ fundamentally in their approach to customer interaction.
A voicebot leverages artificial intelligence and natural language processing (NLP) to engage with customers in a dynamic manner. It can understand and respond to inquiries in real time, adapting to the conversation flow naturally.
In contrast, IVR (Interactive Voice Response) systems operate using predetermined scripts and structured menu options. They typically require users to navigate through options via keypad inputs or simple voice commands.
The key advantage of voicebots is their ability to provide adaptive and personalized interactions without forcing customers through rigid menu hierarchies, creating a more natural conversational experience.
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Why is Voicebot a formidable workforce in the 4.0 era?
Voicebot is a “formidable workforce” in the 4.0 era because it is capable of serving 24/7 and automating repetitive tasks. Many large financial, banking and insurance enterprises in Vietnam, typically VIB, SeABank, FWD, HomeCredit, have initially applied the Virtual Assistant switchboard integrated with Generative AI technology of FPT.AI to perform tasks, from simple to complex such as: Announcing attractive promotional programs, reminding credit loan payment schedules, renewing savings books, renewing cards, etc.
Home Credit Vietnam has also used Voicebot FPT AI Engage to automatically make 20,000 calls per day, each call lasting from 1 to 2 minutes, with a call success rate of 98%.
FPT AI Engage was honored in the Top 5 best projects at the AI Awards 2022, organized by VnExpress, under the direction of the Ministry of Science and Technology.
The jury commented:
- The product has a thorough investment and can approach the market well.
- AI is applied practically, helping businesses save costs, increase efficiency, and contribute to popularizing AI in life.
Being honored in this award helps FPT AI Engage affirm its leading position in the field of AI, and is also a driving force to expand AI applications in many more fields. You can see more details about this AI Voicebot in the following video:
Thus, FPT.AI has explained in detail why Voicebot is a powerful assistant for businesses in the digital age. The potential of AI is limitless. Therefore, businesses can fully expect an increasingly intelligent Virtual Assistant in the near future. Voicebot is worth investing in, because you only need to invest once and reap long-term profits later. Contact FPT.AI today to discover a breakthrough virtual assistant solution for your business!
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