In the world of communication technology, the terms “robo-call” and “voicebot” often appear as automated conversation solutions. Although both are used to manage voice interactions, they have fundamental differences that affect how they operate and their applications in business.
KPSG will discuss more about Robo Calls and Voicebots in this article. Keep reading for more details!
What is a Robo Call?
A robo-call is an automated system that uses pre-recorded messages to make phone calls to multiple people simultaneously. Typically, robo-calls are used to deliver pre-prepared information or messages, such as notifications, advertisements, or reminders. This technology is widely used by companies to improve efficiency in reaching a broader audience or customers at a low cost.
What is a Voicebot?
A voicebot is an artificial intelligence (AI)-based system that enables two-way conversational interaction between the user and the system. Using natural language processing (NLP) technology, a voicebot can understand voice commands and provide relevant responses, replacing traditional customer service functions like IVR. Users can communicate directly without needing to choose menus or press buttons, creating a more efficient and natural experience.
With machine learning, a voicebot can improve its capabilities over time, adjusting its responses based on user preferences. This technology is used in various applications like Siri, Alexa, and Google Assistant, combining text-to-speech (TTS) to provide answers or complete tasks, improving customer service automatically and more personally.
Differences Between Robo Call and Voicebot
When comparing robo-call and voicebot, several key aspects differentiate the two. Let’s explore some significant differences to help you understand when and why to use each of these technologies.
Interaction Context
Robo calls are one-way communication, where the system delivers information to the recipient without direct interaction from them. On the other hand, voicebots are designed for two-way conversations, allowing users to ask questions or provide responses, which the system then processes to offer relevant answers.
AI-based Interaction vs. Pre-recorded Messages
Robo calls use pre-recorded voice messages. These messages are delivered to the recipient without the ability to adapt to questions or responses from the recipient. In contrast, voicebots use AI technology to process natural language, enabling more dynamic conversations that respond to user inputs.
Learning Capabilities
Voicebot, karena didukung oleh AI, memiliki kemampuan untuk belajar dan meningkatkan kinerjanya seiring waktu. Sistem ini dapat mengenali pola dan menyesuaikan respons berdasarkan data dan pengalaman. Sementara itu, robo call tidak memiliki kemampuan untuk belajar dan selalu beroperasi berdasarkan pesan yang telah diprogram sebelumnya.
Flexibility and Scalability
Voicebots are more flexible because they can handle a variety of conversations and more complex situations. Robo calls are more structured and limited since they can only deliver predetermined messages. However, in terms of scalability, robo calls are more efficient for delivering mass messages at a low cost.
Responsiveness to Changes
In terms of responsiveness to changes, voicebots excel because they can adapt to the conversation’s context and provide relevant answers based on information given by the user. Robo calls, relying on recorded messages, cannot respond to changes or unexpected questions.
Robo Call vs. Voicebot: Which is Right for Your Business?
Choosing between a robo call and a voicebot depends on your business’s specific needs. If your goal is to distribute messages quickly and efficiently to a large audience, a robo call may be the better choice. However, if you require more personal interaction and the ability to handle customer inquiries or requests, a voicebot is the better option.
How Do Robo Calls and Voicebots Work?
Robo calls work by sending pre-recorded voice messages to a large number of recipients via phone. This technology uses an automated system that can call multiple numbers simultaneously and deliver messages according to a predetermined schedule.
Meanwhile, a voicebot operates using an AI-based system that can understand conversations and provide relevant responses based on user input. The voicebot relies on natural language processing (NLP) algorithms to interpret user words and respond as if it were conversing with a human.
Conclusion
Robo calls and voicebots offer different automated communication solutions. Robo calls are effective for mass messaging at a low cost but are limited to one-way communication. On the other hand, voicebots enable more flexible and personal two-way interactions, although they require more complex technology.The choice between the two depends on your business needs. To learn more about how these technologies can be implemented in your business, contact KPSG and find the best communication solutions for your company’s needs.