Lower contact centre costs with AI Voice Bots and Smart IVR

A voice bot is a smart virtual assistant that contact centres use for outbound and inbound calls. Among the main reasons why businesses employ AI-powered virtual agents are cost efficiency and the scalability of operations.

The first important thing is to determine the goals and objectives: whether it’s about saving resources and cutting costs, or growing the business. The next thing is to plan the audience coverage, as automation is worthwhile if it significantly reduces employees’ workload and saves resources. Finally, determining bot scenarios, based on which you’ll be reaching the customer base, is also essential.

To choose the right vendor for voice bot automation, you need to take into account some key factors, such as the vendor’s expertise and experience, the vendor’s technology, including customisation and integration capabilities. The scalability of the offered solution is equally important if you are planning to grow your business. Our general recommendation is to consider solution providers capable and ready to build a bot from the ground up. Opting for a one-stop-shop platform such as Tovie AI can be advantageous as it provides a wide range of functionalities and features within a single unified solution.

To make a bot sound as natural as possible, companies are adopting advanced techniques such as hybrid synthesis or similar technologies. Instead of relying solely on the traditional speech synthesis model, these methods involve synthesising variables from pre-recorded voices. By blending existing recorded voices with synthesised elements, the bot can produce more realistic and human-like speech patterns. This approach helps to enhance the naturalness of the bot’s voice, making it sound less robotic and more akin to human speech. By combining these techniques with the strategies mentioned above, like implementing NLP, personalisation, pacing, empathy, and continuous learning, companies can create bots that offer highly natural and engaging conversational experiences.

If you are interested in learning more, read our guide on how to build a bot that people want to talk to.

Many companies (mainly larger ones) try to associate the bot’s name and voice with the company's brand. In this case, either the company's brand policies or the internal policies of the contact centre regulate the bot's personality. The company’s brand management defines how the AI agent should speak, what it should convey to the customer and other basic things.