When seeking assistance regarding a product you purchased or a service you contracted, you have probably been assisted by a robot/virtual assistant, or as we also call it today, a BOT . There are two types of bots for customer service:
– Chatbots;
– And the voice robots.
Both basically have the same function: to offer immediate, high-quality service to customers 24 hours a day, but they operate differently.
Want to understand the difference between chatbots and voice thailand whatsapp data robots? Then keep reading!
WHAT IS CHATBOT?
Chatbot is a software based on artificial intelligence that manages and responds to text messages, simulating a human-to-human conversation. This type of virtual assistant is widely used in communication channels that use text as a language, as we can see in website support or even via social networks such as WhatsApp and Instagram.
The chatbot offers personalized and humanized service to each customer and is capable of meeting a series of demands, such as billing, answering frequently asked questions or even performing a simple procedure that can be automated with it, among many other possible functions.
WHAT IS A VOICE ROBOT?
Voice bots, like chatbots, are software based on artificial intelligence. However, instead of responding to text messages, they respond to voice messages, simulating a human-to-human conversation on the phone. You may have already come into contact with this type of bot when contacting your telephone and/or internet service to resolve a problem or change your plan. These virtual assistants usually work in call centers, since they communicate through voice.
Just like the chatbot, the voice robot offers humanized and personalized service to each customer and is also capable of meeting a series of demands.
IS THERE ANY DIFFERENCE IN CUSTOMER SERVICE FROM A CHATBOT TO A VOICE ROBOT?
In addition to the fact that one operates by voice and the other operates by text, we can observe that chatbots can provide, in a certain way, more complete service and respond to more demands, since they can send and receive text messages and files, being able to resolve complex issues that are only possible thanks to the communication channel through which the service is being carried out.
Therefore, we can recommend chatbots for general service, offering large-scale promotions, sending notices, etc., and voice robots for the call center.
CHATBOT OR VOICE ROBOT: WHICH IS BEST?
Both are excellent in their own way and, although they are different, they are both capable of providing personalized, high-quality service 24/7. The fact that they are different only means that each will meet specific demands — both are welcome and bring an exceptional improvement to the customer experience, you just need to know how to use them strategically.