A chatbot or voice bot is a virtual Bot or computer program that carries out a conversation. These Bots are powered by Artificial Intelligence (AI) and Natural Language Processing (NLP) and are designed to imitate human conversational patterns. They are used in a range of practical scenarios such as customer service. Here are some features that you can include in your Voice Bots while programming them for engaging in better conversations.
Intent Analysis
By intent analysis, we mean the ability of the bot to understand the meaning of the message it receives. It is one of the most important and fundamental criteria. Since meaning and comprehension are everything in a conversation, a bot should be able to analyze what it hears and understand the meaning behind those words.
To enable a smooth and successful transition to automation, voice bots must be smart to hold convincing conversations. They need to understand whether they have reached the right person, the sentiment of the person, and act accordingly.
Barge-In
This is the ability of the voice bots to pause and listen. The bot should be able to know when to listen without interrupting and when to start talking once the person is done speaking on their behalf. Additionally, the bot should also be able to clearly tell the reason for that particular call.
For example, voice bots are often used to inform clients of some important information or remind them of something, say, a due date. A good bot design is the one where the bot is programmed to not pause or stop during the time it is providing the critical information, even when interrupted so as to make clear, the intent of the call.
Streaming Recognition
Like with all technology, speed is very important for a pleasant and efficient experience. Therefore, a good voice but should be able to predict and act at the same rate at which the customer is speaking. Lags and slow responses frustrate the customers and create a poor impression of the business.
Personalization
It gets very frustrating for customers to have to give their information every time they have a query. They have to identify themselves by providing necessary details such as account number, name, mobile number, and so on. Optimal or minimum integrations and programming should make sure that the bot greets the caller by name, knows their caller history, picks up the likely reason for the call depending on the current or present and past calling patterns. More importantly, a good bot must be able to personalize suggestions based on these types of customer knowledge.
Access to Live Agents
Voice bots are available to assist agents in meeting the customers’ needs. They are not present to replace agents. At any time during a call, it is best that the customer has a seamless option to speak to a live agent. For example, if the bot is unable to understand what the customer is talking, it should automatically be able to direct the conversation to a live agent.
AI-powered
Voice bots are one of the AI & ML Solutions and should have the ability to continuously learn and improve themselves to be able to serve the customers better. Understand human speech is always difficult, hence with every conversation, voice bot should be able to store, understand, and learn the speech to make itself better.
