This article explains how voice bots are changing the means of automation, and how they are capable of replacing call centers in the near future.<\/b>
\nJoin the DZone community and get the full member experience. We all are familiar with chatbots now, and we all have used them some time in our lives. It\u2019s a basic practice of automating customer support on the website using a chatbot. Similarly, there has been an advancement in automation these days, i.e. a voice bot. Voice bot is quite new for businesses right now. Still, many of us don\u2019t know how it works! But in fact, it is the same as a chatbot. Only the way of operating it differs. Voice bots are automated programs powered by artificial intelligence that enable a user to have a conversation in a natural language and acts like a human. Voice bot functions with voice. During the conversation, the user might reply in any accent and with multiple queries. Voice bots are trained to handle all kinds of user queries. There are two types of voice bots; voice-driven bots, or assistants, and IVR integrated voice bots. Voice-driven assistants such as Google assistants and Amazon Alexa helps users perform several activities. Whereas IVR integrated bots have a pre-defined script that runs with the help of user inputs; the in-between user may ask certain queries, and the bot replies to and continue with the script. When it comes to usefulness, both chatbots and voice bots are equally useful in automation. Voice bots help the business to automate their call center operations, wherein they provide support to their customers with the help of human interventions. Limitations with human call center agents are that one agent can give support to only one customer, whereas a voice bot has the ability to connect with multiple customers simultaneously, which increases productivity by 10x. The second limitation is that humans may take more time in understanding and replying to the query, but for a voice bot, it’s really quick and easy to understand and reply back with a solution. Also, bots can be far cheaper than the agents, as one bot can do the job in place of multiple agents. With the voice bots, it is also possible to fall-back to live agent communication, if in case the bot is not able to reply, to avoid a bad user experience. It is easy to train voice bots than human agents, which makes them more reliable than humans. As the trend of chatbots has increased in the last few decades, the trend of voice bots has also started taking place. Businesses like to try out various ways of automation and communication, which is helpful especially in pandemic times. With the current circumstances, we can say that voice bots can turn out to be effective customer support executives that are capable of providing 24\/7 customer support. Considering all the benefits a voice bot can offer to a business, we can say that, if voice bots are proven to be good at automation, then it can replace contact centers in the future. And, If you are a business and want to try to automate your business operations using a voice bot then you can visit Floatbot.ai for creating DIY voice bots. Opinions expressed by DZone contributors are their own.<\/p>\n