Best practices for voice bot implementation in business

Chinmaya Kishore

May 16, 20237 min read

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In the past, if we wanted to contact customer service for help, we would have to spend hours on the telephone talking to representatives who could answer our questions or concerns. But let's be honest, who has the time or patience to spend hours on the phone to resolve a simple issue like changing an order or an address? 

The days of waiting on hold for an agent to pick up your call are over. The world of customer support has been revolutionized by technology. Businesses have used the power of computation, from chatbots to self-help sites and live chat, to automate responses to customer questions. Voice bots are the latest innovation to be added to the list of innovations. 

Gartner estimates that by 2026 one out of ten interactions between customers and agents will be automatized. This represents a dramatic increase from the 1.6% of interactions currently automated with AI. 

As our lives get faster, we expect more efficiency and convenience when answering their questions. Voice bots are able to deliver this. These voice-enabled assistants provide customers with even greater convenience by understanding natural language and providing tailored responses. 

voice-enabled assistants

Voice bots require a strategic approach, just like any other technological advance. It is important that businesses adopt best practices to ensure a successful implementation. This includes understanding the specific use cases for voice bots and testing them before launch. Customers should also be provided with options to escalate if needed. 

Voice bots are a powerful tool to enhance customer service and improve operational efficiency. If you want to elevate your customer service, it's time for voice bots. 

Table of Contents

What are voice bots? 

Voice bots are the new frontier in technology and humanity. These automated software programs are revolutionizing customer service by simulating human conversations through speech. By harnessing the might of artificial intelligence (AI) and natural language processing (NLP), voice bots can comprehend and interpret user input, craft tailored responses and even execute basic tasks — all through voice interactions. 

These conversational wizards fall under the branch of Conversational AI, alongside their text-based counterparts, the chatbots. But voice bots aren't just some sci-fi fantasy — they're already being used in various industries, from banking to retail to financial services. 

And that's not all - voice bots have become a staple in our daily lives thanks to popular virtual assistants like Siri, Alexa, and Google Assistant. So, whether you're asking for directions, setting a reminder, or just looking for a good joke, you can count on voice bots to provide a human-like experience that's both convenient and efficient. 

Unveiling the best practices for your voice bot 

Following best practices to reap voice bots' full benefits is important. Below are some best practices for building and deploying effective voice bots. 

Define a clear purpose: Setting the foundation for your voice bot’s success 

The process of defining clear use cases involves identifying specific scenarios in which voice bots could provide value for both businesses and customers. It involves identifying tasks best handled by voice interaction, such as answering commonly asked questions, making product recommendations and performing simple tasks, like setting up reminders or booking appointments. 

Businesses can focus on voice bot development by identifying clear use cases. These examples include reducing customer wait times, increasing customer satisfaction and improving operational efficiency. 

A bank, for example, may identify specific uses of voice bots such as checking balances, transferring money or paying bills, which could reduce wait times for customers and improve operational efficiency. Voice bots can be used by e-commerce businesses to answer customer questions, provide personalized recommendations and assist customers with their purchases. 

Have a roadmap: Precise flow for your voice bot 

It is important to create a clear and concise roadmap before creating a voicebot to ensure its functionality and ease of use. Imagine it as a roadmap that will guide you through building your voice bot and highlight potential obstacles. 

These maps are available in various formats, including Lucid flowcharts, Excel spreadsheets or customized designs. The primary objective is to create a visual representation that explains the flow of the voice bot, including its different use cases, responses and possible paths. The flowchart is a point of reference that allows the development team to go back and retrace its steps if there are any errors or complications. 

These flowcharts will also help you to streamline the process of adding new use cases, increasing the complexity of your voice bot, and accommodating changing customer needs. Consider it a foundation to build and refine your voice bot. 

Considerations for language, tone and flexibility 

The language and vocabulary used when designing a voicebot are important considerations. The voice bot's pitch, tone and vocabulary should be aligned with the intended audience and use case. 

Another important factor is a voice bot that is flexible enough to accommodate different accents and dialects. A voice bot for Chinese-speaking clients should be able to recognize and respond to different dialects. 

It is important that the voice bot can accurately translate different pronunciations to provide a seamless customer experience. Customers may also prefer a certain tone of voice, such as formal, so this should be considered when designing the voice bot's speech patterns. 

As your customer base expands, it is essential that you ensure the processing power of the backend can handle different user inputs and use cases. The voice bot must be able to process complex requests and accommodate different user personas with the same accuracy and responsiveness. 

Multi-intent and contextual fallback handling

Voice bots must be able to handle multiple intentions within a single inquiry. A customer may simultaneously ask about the price and availability of a product. The voice bot must be able to deal with both inquiries without confusion. 

Additionally, contextual fallback handling is crucial for voice bots. The voice bot must recognize when it does not have an answer to a customer's question and provide alternatives or transfer the query to a human agent. In cases where customers report a compromised account, they require the guidance and reassurance of a human agent. 

The voice bot must also be designed to deal with emotional situations sensitively. When a customer is agitated or distressed, the voice bot can offer empathy and reassurance while providing options to speak with a live agent. 

Businesses can also offer customers self-help tools such as FAQ pages or knowledge bases to help them resolve common problems. The voice bot will direct the customer to this resource so that they can get the information needed to solve their issue. 

Capturing the customer's intent, speech patterns and tone of voice accurately and directing them to the appropriate resource or live agent ensures that their issue is resolved quickly and efficiently and enhances the overall customer support experience. 

Capturing the customer's intent

Fine-tune your voice bot's voice before revealing it to the world 

It is important to thoroughly test your voice bot's functionality and performance before launching it. A seamless, effortless user experience will unlock the full potential of the technology. 

Testing the voice bot on different people and in various scenarios before deployment is important. To simulate real-world situations, ask questions in different ways. Alter the pitch, the loudness and even the ambient noise, and test your voice bot strategically and continually until you reach the confidence threshold. 

Consider testing your voicebot as a dress rehearsal before the big event. You can find any bugs, glitches or holes in the functionality of your voice bot by simulating realistic scenarios. It provides a smooth experience for users and prevents the need to fix numerous problems that could have easily been avoided. 

Wrapping up 

Let's take a moment to reflect on the magic of Conversational AI. 

Conversational AI has revolutionized customer service in a world of ever-advancing technology. With their speaking ability, these virtual assistants have brought a human touch to the otherwise mechanical interaction between machines. 

What's the best part? Voice bots are no longer a luxury for large corporations - they're accessible and adaptable to businesses of any size. Why not join the bandwagon to give your customers a seamless, personalized experience? The possibilities with voice bots are endless. 

Improve self-serve rates by 150% with Sprinklr’s Conversational AI Bots

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