Jun 25, 2024

Guide to the New Revolution in Customer Service: Gen AI Voice Bots

Gen AI Voice bots are like a new, growing advancement in customer service that organisations need to adapt to with increasingly digitally savvy customers & gain technological advantage.

Let's deep dive into Generative AI powered voice calling bot

What are AI voice-calling bots?

Generative AI-powered voice calling bots, also called as GenAI voicebots, are the next generation of AI assistants specifically designed for phone calls. They build on the foundation of regular AI voice agents but leverage the power of generative AI to create a more natural and helpful experience for callers.

They use a combination of artificial intelligence (AI) tools like speech recognition, natural language processing (NLP), and machine learning (ML) to understand and respond to your voice commands.

This makes it easy for system to simply speak & understand queries in human-like natural language, without the need for pre-defined menus with restricted assistance & typing numbers to receive same answer for the query

Here's a breakdown of what they do:

  • Understanding you: Speech recognition allows the AI to convert your spoken words into text it can process. NLP helps it understand the intent behind your words, not just the literal meaning.
  • Responding to you: Machine learning lets the AI learn and improve over time, giving you more natural conversations. The AI can respond with text or speech, depending on the application.
  • Personalization: Generative AI voicebots can personalize the interaction using customer data. This allows them to greet callers by name, access relevant account information, and even offer suggestions based on past interactions.

Here's how Gen AI voice bots differ from traditional AI voice agents:

Regular AI Voice Agents vs. Generative AI voice Agents

Regular AI Voice Agents:

  • Use speech recognition and NLP to understand basic commands and questions.
  • Respond with pre-programmed answers or navigate menus based on keywords.
  • Limited ability to handle complex inquiries or adapt to new situations.

Generative AI Voice Agents:

  • Leverage generative AI's ability to create human-like responses & natural conversation flows in real-time.
  • Understand the intent and context of a customer's question, not just keywords. They consider the entire flow of dialogue to provide relevant and helpful answers.
  • Provide more personalized responses based on customer data and past interactions.
  • Can even generate different answer styles (informative, empathetic, etc.) depending on the situation.

Examples of AI voice assistants and agents:

  • IVR: Basic menu navigation through voice. IVR systems use pre-recorded menus and voice prompts to guide callers through options
  • Virtual Assistant: Wide range of tasks and information access through voice commands on smart devices (like Siri, Alexa, Google Assistant). Can perform various tasks like setting reminders, playing music, controlling smart home devices, answering questions, and more.
  • Generative AI Voicebots: The latest generation of AI voice assistants for phone calls. Natural conversation interactions with personalized service and task automation. Understand complex questions, respond with human-like dialogue, access customer data for personalization, and even automate tasks.

Gen AI Voice bots are like a new, growing advancement in customer service that organisations need to adapt to with increasingly digitally savvy customers & gain technological advantage. Let's dive deep into the understanding of AI voice bots—a transformational technology.

What is the purpose of these Generative AI Voice Calling Bots:

A 2021 Zendesk report found that 67% of customers expect customer service reps to understand their problem.

Phone support remains a crucial channel for customers seeking a personal touch, immediate resolution, and handling complex issues. Consequently, AI voice bots present enormous opportunities to elevate the customer service level, businesses offer and provding technological competitive edge.

Phone calls allow for back-and-forth conversation, making it easier to diagnose and solve intricate problems in a one go. For urgency & faster resolution matters, getting assistance on call is convinience & faster, than waiting for email replies or navigating website & drop-downs.

The AI voice caling bot can handle daily FAQ’s, simple queries, freeing human agent representatives from their monotonous queries & tasks so they can efficiently focus on productive tasks & spend more time on higher-value interactions.

The customers can need assistance anytime, anywhere, this is where the voice bots can play a essential role. Gen AI voice calling bots can handle multiple customers at-a-time without compromising the service quality, so the customers dont have to wait in queue for answering the calls.Further, they dont even have to wait for the agents transferring game, till it gets to the right agent representation to provide relevant information for resolution to their queries

Fluid AI presents- Generative AI powered Voice Calling solution with NLP, Context understanding and Multi-lingual abilities

How does an organization benefit from Generative AI Voice Calling Bots:

  • Improved Customer Satisfaction: Natural conversations, clear explanations, instant and personalized service lead to happier customers and increased loyalty.
  • Reduced Wait Times: Bots can handle common inquiries, freeing up human agents for complex issues.
  • Proactive support, 24/7 Availability: Generative AI can answer questions anytime, providing on-demand & consistent service.
  • Increased Efficiency & productivity: Handling monotonous inquiries can lead to employee burnout. Automating repetitive tasks allows agents to focus on higher-value interactions, leading to more streamlined operations, improving job satisfaction and productivity.
  • Reduced Operational Costs: Automating tasks and resolving issues faster can lead to lower operational costs for businesses.
  • Personalized Contextual-Aware Conversations: Leveraging customer data, voicebots can provide accurate query resolution, access relevant information, and offer tailored solutions. Contextual ability allows voicebots to provide personalized responses and improve the overall customer experience.
  • Scalability: GenAI voicebots can handle a high volume of calls simultaneously, even on high support demand, making them ideal for businesses with fluctuating customer support needs.
  • Competitive Advantage: Implementing AI voicebots allows for technological & automation advancement and can help an organization stand out in a competitive market.

Fluid AI presents- Generative AI powered Voice Calling solution

Fluid AI is the leading provider of Gen AI Voice Calling solution, which enhance customer support service 24/7 & providing personalized conversation & on-time assistance on every step of buying journey.

Fluid AI brings advanced artificial intelligence technology, blending with large language models (LLMs) and natural language processing (NLP), to level-up the support assistance organizations offer to customers that can easily respond with a natural-sounding voice, free flowing contextually Intelligent & Interactive conversations.

With the combination of AI & Human, elevate & streamline your support process while saving up on additional operational cost.

As leaders in the AI revolution, we at Fluid AI assist businesses in launching their AI initiatives. To begin this amazing trip, schedule a free sample call with us right now. Together, let's investigate the options and help your company realize the full benefits of artificial intelligence. Recall that those who prepare for the future now will own it.

Decision pointsOpen-Source LLMClose-Source LLM
AccessibilityThe code behind the LLM is freely available for anyone to inspect, modify, and use. This fosters collaboration and innovation.The underlying code is proprietary and not accessible to the public. Users rely on the terms and conditions set by the developer.
CustomizationLLMs can be customized and adapted for specific tasks or applications. Developers can fine-tune the models and experiment with new techniques.Customization options are typically limited. Users might have some options to adjust parameters, but are restricted to the functionalities provided by the developer.
Community & DevelopmentBenefit from a thriving community of developers and researchers who contribute to improvements, bug fixes, and feature enhancements.Development is controlled by the owning company, with limited external contributions.
SupportSupport may come from the community, but users may need to rely on in-house expertise for troubleshooting and maintenance.Typically comes with dedicated support from the developer, offering professional assistance and guidance.
CostGenerally free to use, with minimal costs for running the model on your own infrastructure, & may require investment in technical expertise for customization and maintenance.May involve licensing fees, pay-per-use models or require cloud-based access with associated costs.
Transparency & BiasGreater transparency as the training data and methods are open to scrutiny, potentially reducing bias.Limited transparency makes it harder to identify and address potential biases within the model.
IPCode and potentially training data are publicly accessible, can be used as a foundation for building new models.Code and training data are considered trade secrets, no external contributions
SecurityTraining data might be accessible, raising privacy concerns if it contains sensitive information & Security relies on the communityThe codebase is not publicly accessible, control over the training data and stricter privacy measures & Security depends on the vendor's commitment
ScalabilityUsers might need to invest in their own infrastructure to train and run very large models & require leveraging community experts resourcesCompanies often have access to significant resources for training and scaling their models and can be offered as cloud-based services
Deployment & Integration ComplexityOffers greater flexibility for customization and integration into specific workflows but often requires more technical knowledgeTypically designed for ease of deployment and integration with minimal technical setup. Customization options might be limited to functionalities offered by the vendor.
10 ponits you need to evaluate for your Enterprise Usecases

FAQ related to Gen AI Voicebots

Is Voicebot & Chatbot the same?

Voicebots and chatbots are similar in that they both are types of conversational AI systems designed to interact with users. However, they differ in the channels through which they communicate.

A chatbot typically interacts with users through text-based channels such as messaging platforms, websites, or mobile apps.
On the other hand, a voicebot interacts with users through voice-based channels such as phone calls, users communicate with voicebots by speaking aloud, and the voicebot responds with spoken words synthesized through text-to-speech (TTS) technology.

What one is better— a voicebot or IVR?

Whether a voicebot or Interactive Voice Response (IVR) system is better depends on the specific needs and requirements of the application

IVR systems excel in providing call routing and information dissemination, especially for businesses with straightforward customer service needs where responses are pre-defined, so handling diverse or complex interactions is limited. On the other hand, Voicebots offer a more advanced and personalized conversational experience, increasing engagement with human-like interactive conversations, making them ideal for businesses looking to enhance customer engagement and provide more sophisticated services.

The choice between IVR and Voicebots depends on factors such as the complexity of interactions, and the desired level of user experience.

Is Gen AI voicebot a replacement for Customer Support Representative?

No, Gen AI Voicebots make the job of Customer Support Representative easy by making them free from common monotonous questions asked by their customers, significantly reducing the workload. This automation allows customer support representatives to allocate their time more effectively, addressing issues that require human intervention. Whenever there is a complex query, the ai voicebot escalates the call to the Customer Support Representative, ensuring customers receive the appropriate level of support. This way, agents time gets effectively utilized, and they can focus on rewarding & complex work, ultimately increasing their productivity.

Is it safe to use AI voicebots for organisational use cases?

Yes, it is safe & reliable to use Gen AI voicebots for organizational use cases, provided that appropriate measures are in place to ensure security, privacy, and compliance with relevant regulations. We advise collaborating with reputable providers & experienced AI professionals for seamless & secure implementation. Fluid AI has deployed the solution successfully for their customers, ensuring Data Encryption, Access Controls and offer Secure Infrastructure to safeguard sensitive information. Fluid AI provides a Data Isolation Model, ensuring that customer data remains protected within their own infrastructure. So organizations can confidently leverage the efficiency and capabilities of Gen AI voicebots while maintaining the trust and safety of their customers.

What are the key features of Fluid AI Gen AI voicebot?

To highlight some key features -

  • Advantage for users with limited typing abilities or disabilities to avail convenient, quick hands-free service
  • Human-like, Natural, Interactive Conversations
  • Accurate and context intelligent responses, for better user experiences.
  • Human+AI powerful combination to elevate customer support, enhancing CX
  • Easily Scalable to handle large volumes of call without compromising the quality service
  • Avail service by the experts in the field, stay updated with innovation & technology and experience continuos improvement in the capability

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