Of course, it is up to you to decide which type of conversational AI is better for you and your business. However, at Parloa, we recommend that anyone who is interested: Start with voice automation! This is much more efficient and will help you get started quickly. Later, you can derive chat support from it and refine it further. Why exactly voice automation is so much more efficient, especially in the beginning, you will learn in this article.
Chat vs. Phone – This is why phone automation has the biggest initial impact.
The reason is simple: phone calls are handled by agents 1:1 and one at a time. Your agents cannot talk to multiple customers at the same time. However, individual agents can handle up to 10 chats simultaneously. This is mainly due to the delayed response time that does not exist in a phone call.
Ultimately, this affects your return on investment. With speech automation, you can handle far more customer inquiries than you could without it. This is especially helpful as call volumes increase.
Design your chatbot while training voice automation on the fly
Have a listen!
Voice AI can be trained faster
- The most common requests.
- What matters most to your customers.
- How to eliminate errors and minimize the error rate.
As your conversational AI improves, it becomes increasingly capable of performing repetitive tasks, reducing the need for human intervention.
Hinzu kommt der positive Effekt, dass dein Chatbot all diese Informationen nicht selbst lernen muss. Das beschleunigt seine Implementierung im Nachhinein zusätzlich. In addition, your chatbot does not have to learn all this information on its own. This speeds up the implementation.
Automating the phone to deliver the best customer experience
However, the underlying technology of automated phone support is much more complex than chat. Customer concerns must first be converted from speech to text, then recognized and processed, and then converted back from text to speech. On top of that, the sound of the speech must be as natural as possible, especially in the case of telephone support.
At Parloa, we use highly specialized NLP technology and Microsoft Cognitive Services. Our conversational AI recognizes the caller’s requests and can respond in a natural way. This makes the customer support call not only efficient, but also provides an optimal customer experience.