Introduction

As over 50% of consumers are likely to switch to a competitor after just one negative experience with a brand, businesses must provide prompt and quality customer service. This tedious process of attending to every customer query is simplified with automated voicebots that use recorded scripts to answer the questions and receive feedback. However, to handle complex and multi-turn conversations and give more human-like experiences to the customers, Voice AI agents were introduced.

While voicebots involving the rigid menu-based systems are useful in simple, routine customer service processes, today’s buyers’ needs for a more personalized service can be addressed with voice AI agents that are intelligent and responsive at once. Considering this context of voicebots vs. voice AI agents, it is now imperative for companies in the Kingdom of Saudi Arab (KSA) to understand the best-suited option for them between voicebots and voice AI agents, so that the best business success can be ensured. This blog includes a comprehensive discussion to guide you on which option to choose– voicebots or voice AI agents.

The Inclination for Seamless Customer Service

Due to high expectations, low patience, and multiple options available to people, even a slight delay in responding to customers may result in lost sales nowadays. Therefore, ensuring a prompt and relevant response to every customer feedback and query is a primary concern for businesses, which, if done manually, is a tiresome process. Automation becomes a saviour here, replacing human labour with automatic machinery systems.

At the very beginning of voice automation in customer service, IVR or Interactive Voice Response came into use, which includes pre-recorded menus and keypad inputs to route customer calls. Later, it was enhanced with advanced voicebots. With the help of rule-based scripts and basic commands, voicebots communicate with customers and assist in answering common doubts and questions. However, eventually, to introduce a seamless conversational experience to customers, the companies offering chatbot development services have developed voice AI agents.

As customers expect more human-like experiences with voicebots, voice AI agents are designed with self-learning capabilities and advanced AI-driven solutions to fulfill those expectations. This modern AI chatbot development in the KSA enables organizations to answer customers’ complex questions effortlessly, bringing strategic customer service solutions.

Voicebots vs. Voice AI Agents: The Key Differences between the Two

Although both voicebots and voice AI agents utilize voice technologies equipped with automation, they differ in terms of capabilities. To help businesses comprehend which solution suits their requirements, discussing the differences between voicebots and voice AI agents is crucial. So, the key differences between the two are as follows:

Firstly, the input style is different for both. While voicebots run with specific, keyword-based inputs, voice AI agents developed by top chatbot companies can work based on natural language inputs. Thus, users can enjoy a more human-like conversation with the agents.

Secondly, voicebots have limited learning ability. They answer queries depending on pre-defined scripts. On the other hand, voice AI agents, equipped with advanced self-learning capabilities, continually enhance their abilities through every interaction with users. The improving learning capabilities make voice AI agents suitable for a wide range of critical customer service chores.

Thirdly, Voicebots are flexible than IVR, a machine-based system can work with only fixed menu flows. Yet, the flexibility of voicebots is limited to the rules written in the scripts attached to their systems. Voice AI agents, on the contrary, are more dynamic than all previous voicebot variations and can provide relevant output analyzing specific situations.

Fourthly, voicebots operate based on specific commands, often with human intervention, while voice AI-agents utilize the agentic AI capabilities and work with a goal-driven approach. They autonomously learn from interactions, analyze questions, and give independent outputs.

The distinct differences between the work processes and capabilities of voicebots and voice AI agents make them useful for different purposes. Voicebots are suitable for handling FAQs and general doubts expressed by customers. Voice AI agents are ideal for resolving end-to-end tasks.

Depending on the specific requirements, they can hire top chatbot companies to integrate voice AI agents or voicebots into their organizational systems.

Thus, voicebots and voice AI agents differ from each other; yet, by utilizing them strategically, businesses can ensure customer satisfaction and achieve streamlined business growth.

Which One Should You Go for: The Use Cases of Both across Industries

Whether you’re a start-up owner or running a large enterprise, integrating voicebots or voice AI agents proves to be helpful in enhancing customer engagement, improving business processes, and so on. However, here are the use cases of both voice technologies across various industries.

In the financial and banking sector, voicebots can be utilized for routine loan processing, account status checks, transaction procedures, and providing daily customer support. Voice AI agents are useful for providing real-time portfolio management tips, investment tips, stock updates, etc.
In healthcare organizations, regular appointment scheduling, medication reminders for patients, and other tasks are simplified with voicebots. Voice AI agents can help with complex tasks like pre-screening symptoms and direct patients to suitable departments.
For the government and public services sectors, common questions about taxes, documentation, and licenses are answered by voicebots. Meanwhile, voice AI agents can assist with critical tasks, such as suggesting the right steps to perform any official procedure, analyzing potential cyber threats, and alerting the relevant officials.

However, depending on your organizational requirements, infrastructure, and budget, you can opt for suitable chatbot development solutions offering voicebots or voice AI agents.

Integrate Advanced Voice Technologies into Your Business System with SquareOne

As a leading digital solutions partner, SquareOne offers a wide range of AI chatbot solutions, including advanced voicebots and voice AI agents. Understanding the industry-specific needs for AI-driven solutions, SquareOne provides robust voice technology solutions. With it, interactions with customers are streamlined conveniently, ensuring a long-term brand reputation for the businesses. SquareOne Technologies, as one of the top chatbot development companies, offers businesses across various industries comprehensive chatbot development management services to ensure the chatbot’s maximum success.

Final Words

Although voice-led instructions and responses engage customers more than traditional customer service processes, not all voice technologies are appropriate for every industry or business function. For example, voicebots and voice AI solutions are both powerful technologies, but they are suited to different utilities. By understanding their customer expectations, integration feasibility, and use-case relevance, businesses can select the right voice technology. Thus, for enterprises across industries, voice solutions can be the cornerstone of their digital transformation, provided they are chosen and deployed properly.

Interested in getting a complete understanding of conversational AI? Find it here.