Voice communication is one of the most natural and fundamental ways we interact as humans. Despite the rise of text-based channels like SMS and WhatsApp, voice remains a dominant form of communication, especially in customer support. This is why more companies are investing in voicebot technology, allowing them to automate calls and improve customer interactions. Recently, several chatbot providers have ventured into the voicebot space, offering voice solutions based on their chatbot platforms.
However, is using a chatbot provider to handle voice interactions really the best idea? In this article, we will explore why building voicebots on top of chatbot technology may not deliver the best results. We’ll highlight the top 5 reasons why choosing a specialized voicebot provider might be a smarter choice for your business.
As phone calls continue to be one of the primary channels for customer service, businesses are searching for ways to automate these interactions while maintaining high-quality experiences. Voicebots have emerged as a solution to automate both inbound and outbound calls, providing 24/7 availability and reducing wait times.While chatbot providers are expanding into the voicebot market, this transition isn’t always seamless. Text-based chatbots and voicebots differ significantly in their technology and execution, and adapting one into the other can pose challenges. Though chatbots offer reliable 24/7 service through text channels, replicating that level of success in voice interactions requires specialized expertise.
Before we delve into the challenges of using chatbot providers for voice solutions, let’s first explore why voicebots are increasingly in demand and why businesses are choosing them over chatbots:
Given these benefits, it’s no wonder that the voicebot market is growing rapidly, with demand for voice-based AI solutions expected to increase by over 21% between 2022 and 2027.
Now, let's examine why building a voicebot based on chatbot technology may not be the best approach:
Voice communication is immediate and requires quick responses. In text-based chats, users are more forgiving of slight delays, but in a voice interaction, any noticeable pause can lead to frustration. Users expect an instant response when they ask a question over the phone.
Chatbots, built for asynchronous communication, are not designed to provide such rapid replies. If a voicebot, repurposed from a chatbot platform, takes too long to respond, the interaction feels unnatural and can diminish customer satisfaction. Voicebots must answer within 0.7 seconds to feel human-like, whereas chatbot-based systems often have longer response times due to their underlying technology.
Chatbots excel at understanding text, but spoken language presents different challenges. In voice interactions, users speak more naturally, with pauses, fillers (e.g., "um," "uh"), and informal phrases that chatbots might not interpret accurately. Designing a voicebot requires more sophisticated natural language processing (NLP) tailored specifically to voice communication. Using chatbot technology without adapting it for spoken language can result in misunderstandings or poor interactions.
Chatbot dialogues are designed with a linear flow—users read and respond at their own pace. In contrast, voice conversations are more dynamic and require real-time adaptation to the speaker's tone, pace, and mood. This means that voicebot designers need to account for the nuances of spoken language and adjust the conversational flow accordingly. Simply converting a text-based flow into voice doesn't capture the same fluidity and responsiveness required for natural conversation.
Voicebots benefit from features like intonation, speech speed adjustment, and the ability to handle interruptions during speech. Chatbots, however, are built to process static text, lacking these advanced voice-specific capabilities. Repurposing a chatbot for voice without these features can make interactions feel mechanical and impersonal.
Voicebot users often multitask while interacting, meaning they expect concise, efficient responses. Chatbots, on the other hand, can afford to be more verbose and allow users to read through text at their leisure. When chatbot providers switch to voicebots, they often don't account for this key difference in user expectations. As a result, interactions may feel sluggish or too detailed for a voice experience.
While chatbot providers are entering the voicebot space, their solutions may not always deliver the seamless, real-time experience that voicebot-native platforms can offer. Voice communication demands faster response times, more advanced NLP, and specialized conversational design. To provide your customers with the best experience, it’s worth considering a dedicated voicebot provider that understands the complexities of voice interactions and can build a system tailored specifically for spoken communication.