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What is a Chatbot?
A chatbot is an AI-powered tool that can hold conversations with users through text or voice. It can answer questions, complete tasks, and direct users to the right information.
What is a Voice Agent?
A voice agent is similar to a chatbot but interacts with users through speech, using speech recognition and text-to-speech technology. Think of it like a more advanced version of a phone menu system — but faster, more helpful, and often easier to use.
Agents have ‘agency’ when they have access to tools and can perform actions like booking meeting invites or sending messages.
What Can Chatbots Do for a Business?
Strategic Benefits
- Reduce response times and improve customer satisfaction
- Free up staff from routine or repetitive tasks
- Operate 24/7 without needing breaks or holidays
Operational Uses
- Answer frequently asked questions (FAQs)
- Qualify leads or customers before passing them to a human
- Book appointments or schedule calls
- Provide quotes or take orders
- Troubleshoot common issues
Cost Benefits
- Reduce call centre or helpdesk staffing needs
- Lower average handling time for customer queries
- Scale customer support without increasing team size
Privacy and Compliance
- Chatbots can be designed to comply with data protection regulations (e.g. GDPR)
- Sensitive information can be masked, anonymised, or handled with encryption
- Bots can include disclaimers or prompts before capturing data