Chatbots and Voicebots, perfect allies to improve CX in your business

Currently, August 2021, approximately 30% of the world population is already vaccinated (with at least 1 dose) against SARS-CoV-2. Canada and Spain lead the ranking, exceeding 60% of the population with 2 doses supplied. In June 2021, the WHO warned about the eighth variant (Lambda). The challenges that humanity has had to face in the last two years, as well as its capacity to face them and change, have grown exponentially .  lifebloombeauty

This global situation has generated a customer profile that is less and less patient and more demanding. In order to meet this new demand, technology becomes the basic tool as a lever to support the business digital transformation of customer service and experience. The customer experience ( customer experience or CX) is the management approach that is addressing this new need, proliferating alternative means of interaction with the customer such as chatbot or voicebot .

How has technology improved the customer experience?

Conversational assistants or bots are applications that help customer services automate repetitive and low-value tasks that previously occupied hours of support agents. The high degree of demand from customers pushes in two directions: increasing productivity, reducing costs, and generating a more human customer experience . To do this, the bots rely on Artificial Intelligence (AI) and Natural Language Processing (NLP), giving them the ability to maintain a fluid and natural conversation.

In addition, to make CX as positive as possible, more and more companies are choosing to communicate with customers through the channels that are most convenient for them . Sometimes it is the telephone channel, but other times they can opt for other instant messaging channels, such as WhatsApp, telegram or even social networks such as Facebook Messenger or Instagram.

What is the difference between a chatbot and a voicebot ?

First of all, we must understand that every conversational assistant (or bot ) is a system that is composed of:

•             An information input / output block (this being the communication channel) through which information is exchanged with the user. (For example: WhatsApp is a messaging channel, a phone call is a voice channel) .

•             An (optional) message management block ( middleware ). This is responsible for adding additional information related to the user who communicates and the conversation, such as context, relationships with other business systems, databases, APIs and third-party services, etc.

•             A block for managing the conversation and intelligence of the chatbot, which is usually a cloud service such as IBM Watson Assistant, Dialogflow, Amazon Lex, etc. This block has the answers to certain questions (intentions) of the user, in addition to the business logic in certain situations. (For example: we can understand the intention of the user and not want to respond through the channel, forcing the user to manage it with a human agent or through another channel. Similarly, we can do that when the intention of the user to automatically escalate to a human agent to manage it).

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