Don’t Select an AI Voicebot Until You Read This: 9 Things You Need to Know!

Did you know that human customer support interactions are expected to drop by 30% in the next two years? That's right, more and more businesses are turning to AI voicebots to handle their customer service.

And why not? They are faster, smarter, and more personalized than ever before. They can answer questions, solve problems, and even crack jokes. They can make your customers happy while saving you time and money.

But before you start searching and select an AI voicebot for your business, you need to do some homework. Not all voicebots are created equal, and choosing the wrong one can seriously affect your brand reputation, customer satisfaction, and bottom line.

You don't want to end up with a voicebot that sounds robotic, fails to understand your customers, or worse, leaks their sensitive data. So how do you select an AI voicebot that meets your needs and exceeds your expectations? Here are nine things you need to know before you make a decision.

Do you actually need an AI Voicebot?

AI voicebots are software applications that use natural language processing (NLP) and artificial intelligence (AI) to understand and respond to human speech. They can handle various tasks such as answering FAQs, booking appointments, taking orders, and more. They can also integrate with other systems to access and update data.

The benefits of integrating voice AI into your operations are manifold. You can:

• Save time and money by automating repetitive tasks.
• Improve customer experience by providing instant and accurate answers.
• Increase customer loyalty by offering personalized and humanized interactions.
• Boost sales and conversions by upselling & cross-selling products/services.

But before you get too excited, you need to analyze whether your business can benefit from a voicebot. Some factors to consider are:

• The volume & complexity of customer queries you receive.
• The availability & cost of human agents.
• The preferences & expectations of your target audience.
• The goals & objectives of your business.

Factors to Consider When Selecting an AI Voicebot:

If you have decided that you need an AI Voice bot for your business, Congratulations! But before you select one from the plethora of options available, you need to consider some important factors that will determine the success of your voice solution.

1. Specific Needs & Goals of Your Business:

The first factor to consider is what are the specific needs and goals of your business that you want to address with an AI voicebot. You need to identify your pain points and challenges that are affecting your customer communication and how an AI voicebot can help you overcome them.

For example, do you want to:

• Reduce wait times & improve response rates.
• Increase customer satisfaction & retention?
• Generate more leads & revenue?
• Streamline workflows & optimize resources.
• Collect valuable insights & feedback?
• Or want to do it all.

2. Level of Personalization You Need:

The next factor to consider is what level of personalization you want to offer to your customers. Personalization is the key to creating memorable customer experiences that foster loyalty and trust. Customers expect to be treated as individuals, not as numbers, and they appreciate when a voicebot recognizes them, remembers their preferences, and anticipates their needs.

To offer a high level of personalization, you need an AI voicebot that can:

• Understand the context & intent of customer queries.
• Produce natural-sounding & relevant responses.
• Deliver responses in a clear & expressive voice.
• Handle different accents, dialects, & languages.
• Learn from customer feedback & improve over time.

3. Level Of Human Intervention You Want:

The next factor to consider is what level of human intervention you want to have. While AI voicebots can handle most customer queries autonomously, there may be situations where human assistance is required or preferred.

For example, when a customer has a complex or emotional issue, when a voicebot encounters an error/ambiguity, or when a customer requests to speak to a human agent.

To ensure a smooth customer experience, you need an AI voicebot that can:

• Detect when human intervention is needed.
• Escalate the conversation to a human agent without losing context/data.
• Transfer the conversation to the most suitable agent based on availability, skills, or location.
• Collaborate with human agents by providing suggestions, reminders/alerts.

4. Integration Offered:

The next factor to consider is what integrations you need with your AI voicebot. Integrations are essential for ensuring that your voicebot can access and update data from your existing systems and platforms. This way, you can avoid data silos and inconsistencies, and provide accurate information to your customers.

To ensure seamless integration, you need an AI voicebot that can:

• Connect with your CRM, ERP, e-commerce, or other platforms via APIs or webhooks.
• Sync data across multiple channels & devices in real time.
• Support multiple communication modes such as phone calls, web chat, mobile apps, or smart speakers.

5. Ease of Use & Agent Assist:

The next factor to consider is how easy it is to use and manage. Ease of use is crucial for ensuring that your voicebot can be deployed quickly and smoothly, without requiring extensive technical skills or resources. You also need to consider how your voicebot can assist (agent assist) your agents in providing better customer service.

To ensure ease of use, you need an AI voicebot that can:

• Be configured and customized easily using a user-friendly interface or dashboard.
• Be trained and updated easily using conversational data/templates.
• Be monitored and analyzed easily using reports/analytics.
• Provide feedback and suggestions to agents on how to improve their performance.

6. Scalability & Personalization Of the Solution:

The next factor to consider is how scalable and adaptable your AI voicebot is. Scalability is important for ensuring that your voicebot can handle increasing volumes and demands without compromising quality or performance. Adaptability is important for ensuring that your voicebot can adjust to changing customer needs and expectations over time.

To ensure scalability and adaptability, you need an AI voicebot that can:

• Handle multiple concurrent conversations without latency/errors.
• Support multiple languages & dialects without losing accuracy or nuance.
• Learn from customer feedback & behavior and improve over time.
• Add new features or functionalities without disrupting existing ones.

7. Security & Long-term Potential:

The next and final factor to consider is the security and long-term potential of your voice solution. Security is paramount for ensuring that your voicebot can protect your data and your customer's data from unauthorized access or misuse. Long-term potential is important for ensuring that your voicebot can keep up with the latest trends and developments in voice AI technology.

To ensure security and long-term potential, you need an AI voicebot that can:

• Encrypt and anonymize data during transmission and storage.
• Comply with data privacy and security regulations such as GDPR, HIPAA, etc.
• Update and patch regularly to prevent vulnerabilities or bugs.
• Incorporate new features or functionalities to enhance performance or capabilities.

8. Costs & Pricing Model:

The next factor to consider is what pricing or cost model suits your needs and budget. Costs are a major factor in any business decision, and you need to consider not only the upfront costs but also the ongoing costs of using an AI voicebot. You also need to consider the pricing model of the AI voicebot provider and how it aligns with your expectations.

To understand the costs and pricing model of an AI voicebot, you need to:

• Compare the features and benefits of different AI voicebot solutions.
• Evaluate the return on investment (ROI) and long-term cost savings of using an AI voicebot.
• Choose a pricing model that suits your business needs and goals, such as pay-per-use, subscription, or license based.

9. Provider's Reputation & Track Record:

The final factor to consider is the reputation and track record of your solution provider. The provider is not only responsible for delivering the solution but also for providing ongoing support and maintenance. You need to ensure that the provider is reliable, trustworthy, and experienced in the field of voice AI.

To assess the reputation and track record of your provider, you need to:

• Research the background and credibility of the provider.
• Read customer reviews and testimonials.
• Check case studies and success stories.

Wrapping Up:

Selecting an AI voicebot is not a trivial task. It requires careful consideration of various factors affecting your business outcomes and customer experiences. You need to do your research, compare your options, and make an informed decision that suits your needs.

But don't worry, we are here to help. If you are looking for an AI voicebot that ticks all the boxes mentioned above, look no further than VoiceGenie by Ori.VoiceGenie is more than just a voicebot. It is a voice AI partner that can help you create amazing customer conversations. Don't select an AI voicebot until you give VoiceGenie a chance. Click here to book a free demo today!