Voicebots are automating customer support at scale. We look at how your business can leverage it to improve customer experience.

It’s midnight, and Sarah is frantically trying to book a last-minute flight for an urgent business trip. She dials customer support, dreading long wait times and repetitive menu options. But instead of frustration, she’s greeted by an AI-powered voicebot that understands her query, processes her booking, and sends a confirmation—all in under three minutes.

No hold times, no stress. Just seamless customer service!

Sarah’s story isn’t unique. Voicebots are rapidly transforming customer experience (CX) across industries, making interactions smoother and more efficient. The global AI voice recognition market was valued at $10.7 billion in 2023 and is projected to reach $27.6 billion by 2030. In fact, 34% of businesses worldwide implemented voice recognition technology in 2023, and 50% of consumers have already used voice assistants for customer support. With 80% of businesses planning to adopt AI-driven voice technology by 2026, it’s clear that voicebots are the future of customer service.

Suggested Reading: Why Voice-Based Customer Support is the Future?

Customer retention and experience being a variable concept, the voicebot use cases are immense, all based on instant communication, diverse solutions, quick resolution, and high-end availability. This is why 95% of people feel that customer service will benefit from chatbots and voicebots.

But how can businesses make the most of this technology? Let’s explore six essential tips to enhance CX with voicebots.

6 tips to improve CX by leveraging voicebot

Voicebots have the potential to significantly enhance customer experience by making interactions more efficient and accessible. However, simply implementing a voicebot is not enough; businesses must optimise their approach to ensure the technology delivers value. Below are six key strategies to enhance CX using voice AI solutions:

1. Keep Conversations Natural and Human-Like

A rigid, robotic-sounding voicebot can frustrate customers, making interactions feel impersonal and unhelpful. Using conversational AI that understands tone, sentiment, and natural speech patterns creates a more engaging experience. Voicebots should be designed to mimic human interactions, incorporating pauses, varying intonation, and recognising informal speech.

Let’s say a telecom provider integrates a voicebot that understands common slang and conversational speech. When a customer says, “Hey, my internet’s acting up again,” the bot doesn’t respond with a generic message but instead acknowledges the issue naturally: “I understand. Let’s run a quick check on your connection.” This makes the interaction feel more personal and effective.

2. Optimise for Multilingual Support

Customers prefer communicating in their native language, which can be a challenge for businesses with diverse customer bases. A multilingual voicebot ensures that users receive support in their preferred language, improving accessibility and satisfaction.

Now, let’s consider a global airline that deploys a voicebot that supports multiple languages. A French-speaking traveller calls for flight rescheduling, and the bot automatically detects the language, responding in fluent French. This eliminates miscommunication and improves the overall customer experience.

3. Implement Personalisation Features

A one-size-fits-all approach does not work in customer service. Personalisation enables a voicebot to recall past interactions, understand customer preferences, and offer relevant solutions.

A banking voicebot recognises a repeat caller who frequently asks about credit card limits. Instead of making the customer navigate through multiple menus, the bot proactively asks, “Would you like to check your credit card limit today?” This saves time and enhances the user experience.

4. Ensure Quick and Accurate Responses

Customers expect swift resolutions to their queries. A voicebot should be trained to provide precise and relevant responses, reducing the need for customers to repeat themselves or wait for assistance.

An e-commerce company’s voicebot is programmed to track orders instantly. A customer asks, “Where is my package?” and the bot immediately retrieves the tracking details, providing an accurate update without any delays. This prevents frustration and builds trust in the service.

5. Provide Seamless Handoff to Human Agents

While voicebots are effective for routine inquiries, there are situations where human intervention is necessary. A smooth handoff process ensures customers are not left struggling when the bot cannot resolve their issue.

A healthcare provider’s voicebot assists patients with appointment bookings. However, when a patient asks a complex question about treatment options, the bot seamlessly transfers the call to a human agent, along with a summary of the conversation. This eliminates the need for the patient to repeat their issue, improving efficiency and satisfaction.

6. Continuously Learn and Improve

Voicebots must evolve based on user interactions and feedback. Regular updates, machine learning enhancements, and error corrections ensure that the system remains effective and relevant.

A retail company analyses voicebot interactions and finds that many customers struggle with return policies. They update the bot’s knowledge base to provide clearer responses, reducing customer frustration and call volumes. This continuous improvement cycle enhances CX over time.

By following these strategies, businesses can maximise the benefits of voicebots, creating more intuitive and effective customer interactions.

Opportunities offered by voicebot

Voicebots go beyond enhancing CX; they also offer significant operational benefits. Companies using AI-powered customer service report a 20-30% reduction in operational costs, thanks to automation and improved efficiency. The growth of voicebots is undeniable—Statista predicts that there will be approximately 8 billion voice assistants in use by the end of 2030. This rapid expansion highlights the immense opportunities businesses can leverage through voice AI.

Here are some of the key opportunities voice AI customer service offers:

Improving Self-Service Capabilities

Voicebots empower customers to resolve queries independently, reducing reliance on human agents. With AI-driven assistance, users can check order statuses, reset passwords, or book appointments without waiting for a representative.

A mobile network provider deploys a voicebot that allows users to troubleshoot connectivity issues without needing to speak to a support agent, reducing call volumes and improving customer satisfaction.

Dynamic Content Adaptation

Voice AI can alter responses and content in real-time based on customer needs, offering tailored solutions instantly.

A banking voicebot detects that a user is inquiring about mortgage options. Instead of providing generic loan details, it dynamically adjusts its response to focus on home financing options relevant to the customer’s profile.

Optimising Human Agent Efficiency

By handling routine queries, voicebots alleviate pressure on human agents, enabling them to focus on complex issues that require human expertise.

A travel agency’s voicebot manages flight change requests, freeing up agents to handle itinerary planning and special requests that require personal attention.

Enhancing Customer Experience with Data-Driven Models

AI-powered voicebots collect and analyse customer interaction data, providing businesses with insights to improve service quality and personalisation.

A retail company analyses voicebot interactions to identify common customer complaints about product availability, allowing them to optimise inventory and fulfilment strategies.

Maximising Employee Productivity

With voicebots managing repetitive tasks, businesses can allocate human resources to more strategic and creative tasks.

A healthcare provider uses a voicebot to schedule patient appointments, allowing administrative staff to focus on patient care and operational improvements.

Driving Innovation and Creativity

By automating routine tasks, businesses can redirect resources towards innovation, fostering new product development and enhanced customer engagement.

A fintech startup leverages voicebot technology for routine customer queries, freeing up its support team to work on refining new digital banking features.

The rise of voice AI presents a transformative opportunity for businesses to enhance customer experience, streamline operations, and drive efficiency. With strategic implementation, voicebots can become a valuable asset in delivering high-quality, responsive, and scalable customer support.

Related: How to Measure the Success of Your Voice AI Bot?

Voice Chatbot Technology Goes a Long Way

From improving customer interactions to optimising business operations, voicebots are reshaping the way companies engage with their customers. With AI-powered solutions advancing rapidly, businesses that invest in this technology gain a competitive edge in delivering top-notch customer service.

Verloop.io’s Gen AI-powered Voice AI solutions take CX to the next level. With intelligent, human-like interactions, multilingual capabilities, and seamless integrations, Verloop.io empowers businesses to provide superior customer support. The future of customer service isn’t just automated—it’s conversational, intuitive, and efficient.

Schedule a demo and see Gen AI-powered voice call support in action.

FAQs

1. How do voicebots improve customer experience?

Voicebots provide instant responses, reduce wait times, personalise interactions, and ensure 24/7 availability, enhancing overall customer satisfaction.

2. Are voicebots better than chatbots?

Both have their advantages. Voicebots offer a hands-free, natural conversation experience, while chatbots are useful for text-based support. The best solution depends on customer preferences and business needs.

3. Can voicebots understand different accents and languages?

Yes! Advanced voicebots use AI-driven NLP to recognise various accents and support multiple languages, making them ideal for global businesses.

4. Do voicebots replace human agents?

No, they complement human agents by handling routine queries, allowing live agents to focus on complex issues that require human expertise.

5. How can businesses implement voicebot technology?

Businesses can integrate AI-powered voicebots through platforms like Verloop.io, ensuring seamless implementation, customisation, and optimisation for their specific needs.