The Next Boom In Chatbot Revolution Is ‘VOICE’!

July 15, 2018

The Next Boom In Chatbot Revolution Is ‘VOICE’!

When chatbot was firstly introduced, we all thought they were here to stay, and rightly so. They have not only stayed but developed into an integral component of any business organization, performing multiple tasks that range between customer service and brand marketing. If on one hand, we have smartphones emerge as the primary channel for delivering seamless customer service, there you also need to appreciate surfacing of voice-based chatbots as the preferred tool for customer service communications. It has sort of given a finishing touch to automation of customer service.

The conversations have gone smarter with chatbots, which engage with clients creatively and answer their queries by way of speech and text depending on the channels used by the client. For those using digital platforms such as a mobile app, website or social media, the conversations would take place through text interactions. For those who use the phone to connect with customer service, a chatbot would resort to voice conversation. Such is the flexibility these chatbots add to your customer service. Most of the clients still prefer phone over text when it comes to customer service, but the problem with the call center is that it is too expensive, so how can a company get itself out of the crises? The solution to this problem is being offered by voice-based chatbots, it has emerged as the best substitute for that expensive call center, and that is precisely why the next boom in chatbot revolution is the voice.

How do voice-based chatbots work? It is easy to answer that question in simpler terms but the process itself, behind the scene, is much complex. The basic principle on which voice-based chatbots work is that of transcription of human (client) speech into a text, a chatbot then prepares an answer, and using inbuilt software that vocalizes that answer script speaks out the response. Voice-based chatbots perform multiple tasks, some of them include biometrics for authentication of customers, and deciphering underlying emotions of conversations it is engaged in and adapts, after proper analysis and observation of profile of the customer, an artificial voice that better suits the profile of that client.

When computers began to dominate as commonplace household gadgets, it changed the way we communicate and interact with such devices. The keyboards served as an efficient tool that triggered each one of us to learn to use it effectively for proper text-based input command to these devices. But smartphones have changed that trend and replaced it with the more sophisticated technology of that of Artificial Intelligence, which has made voice communication with devices possible. Now you can easily talk to customer service of any company to get answers to your questions in a personalized manner.

Voice Based Chatbots or Messenger Chatbots: Differences and Benefits:

 

Gone are the days when chatbot itself was the point of discussion, nowadays it is voice-based chatbots vs. messenger bots, and who among the two is winning let`s see. The primary forms of conversations one establishes with bots consist of two forms: text and voice. Users are free to converse with a bot in their preferred medium, meaning either via text or through voice. You can interact with chatbots that are text-based by writing into it, whereas in the case of voice-based chatbots you converse in a more personalized and natural way via your voice. Whatever you input is in your natural human language, to which voice chatbot responds with vocalized messages.

Almost every device these days comes with voice command facility and you, without touching the device, get to perform many tasks by simply voicing your command to your device. That is the remarkable advantage with voice-enabled chatbots. Sometimes typing becomes inconvenient for many reasons and that act as deterrents when it comes to messenger bots as clients leave the conversation mid-way. But that is not the case with voice chatbots, it allows seamless conversation between a chatbot and client go on and on without ever feeling that on another side of the line there is no human talking to you but a machine capable of understanding and interpreting what you say to it into meaningful and contextual responses.

Voice Enabled Chatbot as Dominant Customer Service Interface:

 

There is no dearth of reasons as to why voice chatbots are next boom in chatbot revolution, and much of that has to do with a fact that it has made utterly possible the contextual conversation to take place between the client and the bot. Not on a single occasion during conversation do you feel that it responds to your queries out of context, or that it gives you irrelevant information?

Needless to say, it has transformed personal lives of the people across the spectrum, not just the millennials, and when it comes to a domain of work, there, too, it has added significant value by providing assistance to hundreds and thousands of customers every day. It has emerged as a personal assistant and made conversations productive enough to settle cases, complaints, and even market products as well.

Of course, voice-based chatbots are not confined to customer service only. They perform many other tasks as well. As a business owner, you can fix and reserve dates for meetings right from your voice bot. Sending and sharing notes, files and invoices have been rendered easy and fast, you only need to command your chatbot to perform following task, and it will do it in no time. The marketing department of your company can seek as many reports as possible, as many times they need, in marketing strategy your company has implemented. It can filter and analyze plenty of data in lesser time and offer you better business insights as the whole process of chatbot technology is based on AI, and that in turn comes with the capacity to perform deep learning.

Getting Your Chatbot Voice Right!

 

None of the benefits counted above would bear fruits until you get your chatbot voice right. What I mean by that is, it should simply echo what your clients say to it, what it says should be something your users can relate with, and that should be your key priority when you decide to for chatbot development. There are many points to remember that can help you achieve that feat, of getting your chatbot voice right.

  • Take care of the context in which conversation taking place, and don`t forget to consider the emotions of your users. Sometimes they may be happy other times sad, or even frustrated, and your chatbot voice should respond carefully so as to not aggravate their frustration or sadness. Another thing to consider is motive of the conversation and your voice-enabled chatbot should focus on that.
  • Once you have taken care of motives and emotions, you should become your user to better understand your chatbot voice efficiency and durability. If you can feel that it goes well as planned, that it responds to conversations from user`s end within the context and with the right voice, you can go ahead, otherwise, modify.
  • You always have an idea what your users are likely to inquire about or complain about, and you should take it as an opportunity to script your response in a way that eases the inquirer. You should give your chatbot a voice that is satisfying, intelligent and well thought out.
  • The personality of your chatbot should appear as natural as possible when a user would interact with it. It should not appear even for a second that a client is talking to a machine that goes on responding to her queries randomly.

When you take care of these few tips, you get certainly entitled to reap huge benefits with voice-based chatbots. In fact, when you do your homework, you get the outcome that is both desirable and expected. With that said, it has become clear enough that the next boom in chatbot revolution is that of chatbot voice, which when implemented rightly can revolutionize your business in lot many ways.

Rohit Madaan

Rohit Madaan

Assistant Digital Marketing Manager at Signity Solutions
I am an enthusiastic internet marketer.
Rohit Madaan