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Article : IVR vs. Voicebots – Which One do I Use?

How many customers are you missing out on because you lack the resources to interact with them 24 hours a day?

You might be ready to consider automating your communications to capture those contacts that usually walk away because they can’t reach you. Most organizations start looking at voice automation when call volume is overwhelming, unpredictable, or prone to spikes in traffic. Their first attempt at "automation" is having callers leave a voicemail, but this can result in a loss of potential customers, as well as a perception that your organization is either amateurish or just a dinosaur. Either way, if you want to increase customer interactions, you have to address missed contacts. The best way to do this is with IVR, or with a voicebot, also known as an Intelligent Virtual Assistant (IVA).

 

Interactive Voice Response

IVR is an automated phone system that when designed correctly, can provide useful information, or perform transactions for callers 24 hours a day. IVR is best for:

1. When you have a limited budget.

IVR was once very cost-prohibitive, but simple IVR applications that are hosted in the cloud are relatively inexpensive to build. Monthly billing is based on the number of minutes callers spend on the system each month.

2. When you need to route calls, as well as to conduct transactions.

IVR has a lot more experience with telephone call routing, integration, and call center interoperability.

3. When you don’t need to provide a conversational experience.

IVR is great for repetitive queries by callers who want to get their information and get out. Our government customers use IVR to provide payment statuses, waiting list statuses, social services information, and other applications that don’t require a "fancy" customer experience.

4. When you need to make calls to many recipients.

Our customers use outbound IVR to send alerts, to remind defendants of their court date, and to ask gas stations how much fuel is left in their tanks.

Voicebots, i.e. Intelligent Virtual Assistants

Thanks to Alexa, Siri, and Google Assistant, more people than ever are using their voice to interact with applications that do everything from home automation to picking what music to play. This mass adoption of virtual assistants has led to greater acceptance of commercial voice applications that are much like IVR, but also very different. Voicebots utilize Artificial Intelligence (AI) to detect the intent of the caller’s request. Once it knows the intent, the Voicebot can perform myriad functions, such as appointment setting, real-time status for busses and trains, and reporting a pothole on your street.

Voicetbots are best for:

1. When you want to offer multiple channels of communication.

Voicebots are basically voice-enabled text bots, so you could run web chat, text messaging, and social media messaging without additional development effort.

2. When you have several different languages.

Google Speech-to-Text supports many languages for both speech recognition, and text and voice responses. Keep in mind you still have to develop and train your bot in each language. Voicebots are great for translation too.

3. When you want to take advantage of Natural Language Understanding (NLU).

NLU is exclusively found in AI-based technology. NLU is able to detect the intent of a user by what they say, instead of trying to word-match utterances like in legacy speech recognition. This cuts down on errors and speeds development. Alexa, Siri, Google Assistant, and similar products utilize NLU to detect intents.

4. When you want to track everything that was said to your application.

AI-based voicebots store all requests, including those that do not have a matching intent. This allows you to add intents and responses to new topics that people are asking about.

Conclusion

While IVR still has many uses, voicebots are catching up in terms of adoption, and many businesses and government agencies are already beginning to launch voicebots while retiring their IVR systems. However, there’s still a place for IVR when that’s all you need --- voicebots can be overkill if the simplicity and affordability of IVR is enough to serve your use case. In the future, look for voicebot technology to catch up here as well, as voice becomes the dominant medium for computer interactions.

#contactcenterworld, @diradtech


About DiRAD Technologies:
Company LogoDiRAD implements technology solutions including call center software, outsourced customer care, Interactive Voice Response (IVR), mass messaging, and AI-based, omnichannel chatbot & voicebot technology.
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Today's Tip of the Day - Real-Time Information Solutions

Read today's tip or listen to it on podcast.

Published: Monday, March 29, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
PH: 8448442989

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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