Artificial intelligence (AI) technology has exploded in recent years, and there’s no shortage of ways you can use it to enhance your business processes. It can streamline workflows, increase efficiency, and improve the customer experience — as well as reduce errors and minimize repetitive tasks.
Two such widely used types of AI technology are chatbots and voicebots. In this article, we explore what they are, how they can benefit your business, and some of the challenges associated with using them. We then compare chatbot vs voicebot technology side by side to help you determine which one will work better for your business.
What is a chatbot?
A chatbot is an AI-powered software with a text-based interface, designed to interact directly with users. It uses natural language processing (NLP) and pre-defined rules to engage in basic conversations. You’ll often find them on company websites and social media channels responding to customer questions.
“We’ve implemented a chatbot to handle a variety of customer queries, ensuring users get the information they need quickly and efficiently,” says Jakob Kapus, CMO of NewsAPI.ai, an API product that connects software to news.
“It acts as the first line of support, offering instant assistance and routing more complex queries to human agents when needed. Chatbots have transformed how we deliver round-the-clock service while managing operational costs effectively.”
Benefits of chatbots
The increasing popularity of chatbots isn’t just because they’re a trend — it’s because they’re powerful business tools that can reshape the way an organization operates. Take a look at some of their benefits:
- 24/7 availability: Chatbots can respond to customer queries any time of day, unlike most customer service employees. That means your customers can get the information they need instantly — even in the middle of the night.
- Actionable customer insights: Businesses can glean important information from chatbot interactions. “We use chatbots to answer FAQs, but we’ve also programmed them to collect customer data seamlessly, giving us actionable insights for improving our services,” says Binod Singh, founder of Cross Identity, a cybersecurity solution.
- Increased efficiency: Chatbots take over menial repetitive tasks (like answering the same customer questions over and over again) so that your team can focus on more complex, high-value work. This helps your business get more done in less time and optimizes your resources.
- Enhanced customer experience: “Chatbots are brilliant for improving customer retention as they can proactively engage users, sending reminders or suggesting personalized offers at just the right time,” says Singh. They meet customer needs instantly and strategically.
Challenges of using a chatbot
When selecting any technology, it’s important to weigh the pros with the cons to determine whether it’s worth implementing. And as with any tool, chatbots can sometimes run into issues or pose challenges to users.
One of the major issues with chatbots is that implementation and maintenance can sometimes be cumbersome. “Regular maintenance and the need for periodic updates to its knowledge base are essential, but these efforts pay off in the long run,” says Kapus.
There are also limits to what a chatbot can understand and respond to, which can be frustrating for users. “Many companies want their chatbots to act human, but we’ve learned that transparency works better,” says Singh. “Letting customers know they’re talking to a bot, and having a seamless way to escalate to a human, actually increases trust.”
Keep in mind that chatbots can’t understand or respond to emotions either. “Bots struggle with detecting emotions like frustration or sarcasm, which can lead to miscommunication,” says Singh. “We’ve mitigated this by integrating basic sentiment analysis and adding pre-defined escalation triggers.”
What is a voicebot?
A voicebot is an AI-powered technology similar to a chatbot, but it uses voice-based interactions with users rather than a text-based interface. While a user would communicate with a chatbot by typing in queries, voicebot interactions are done verbally — using speech-recognition technology and NLP to “understand” human speech.
Like chatbots, voicebots are also used in customer service applications. You may also find them deployed for virtual assistant tasks, like sending reminders for appointments or missed payments.
Benefits of voicebots
Why use a voicebot? Well, it can provide a number of unique advantages to your business:
- Increased accessibility: Voicebots are particularly useful for people who have visual or physical impairments and aren’t able to engage in text-based communications.
- Humanized approach: Unlike chatbots, which can feel impersonal, voicebots bring a “human” touch to a conversation. Some users find being able to speak with a voicebot more comfortable than typing as it feels more natural.
- Highly efficient: For people who prefer multitasking, voicebots offer hands-free productivity. “Picture someone booking a flight or managing their schedule while cooking or driving,” says Singh. “Voicebots make that seamless.”
- Enhanced customer experience: Like chatbots, voicebots provide instant support, which consumers love. “They can handle inquiries in real time and, with advancements in NLP, adapt to different accents and conversational nuances,” says Kapus.
Challenges of using a voicebot
Voicebots come with their own set of challenges, especially when it comes to understanding human speech.
“The biggest challenge is accurately interpreting different speech patterns, accents, or emotional tones,” says Kapus. “Unlike chatbots, voicebots require advanced NLP capabilities to avoid miscommunication. They also demand a quiet environment to function optimally, which can limit their effectiveness in noisy settings.”
Voicebots can also involve a larger financial investment than implementing a chatbot, as the technology is more sophisticated and complex. Aside from the initial outlay, voicebots also require considerable resources to maintain as they too need updating regularly.
Chatbot vs voicebot: Core differences
So, how do you decide between using a chatbot vs a voicebot? There’s no right answer as it all depends on your business’ needs and your customers’ expectations.
“If your target audience values speed and hands-free convenience, a voicebot might be a better fit,” says Kapus. “However, if scalability, cost, and text-heavy customer interactions are priorities, chatbots are the way to go. I’d recommend evaluating the types of queries your customers have, the environments they’re likely to interact in, and the resources you’re willing to invest before making the decision.”
This table with core differences may help you get closer to your final verdict.
| Chatbot | Voicebot | |
|---|---|---|
| Medium | Text-based communication | Voice-based communication |
| Technologies | Artificial intelligence, natural language processing, machine learning | Artificial intelligence, natural language processing, speech-recognition technology |
| User interaction | Desktop or mobile screen | Hands-free audio |
| Use cases | Customer service, customer support | Customer support, administration |
| Implementation and maintenance | Simple implementation with continuous maintenance | Complex implementation with continuous maintenance |
| Level of personalization | Some chatbots can learn and personalize communication based on previous interactions | Level of personalization is limited |
In the future, you might not even need to choose between the two types of technologies. “I believe hybrid models are becoming increasingly popular,” says Singh. “For instance, starting a query via chatbot and escalating to a voicebot for more complex discussions can provide the best of both worlds. It’s all about tailoring the technology to fit your customer journey.”
Photo by Cup of Couple
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