Is a voicebot right for my company?

By Published On: June 18th, 2024Categories: Automatisierung, Chatbots & AI

Customer expectations of companies are constantly rising and technology is making rapid progress. This presents companies with the challenge of offering efficient and user-friendly communication channels. Voicebots are one technology that provides effective, low-cost relief for employees. But is a voicebot right for your company?

What is a voicebot?


A voicebot is a voice-controlled system that interacts with users via spoken language to answer enquiries, complete tasks or provide information. A voicebot understands spoken commands and generates appropriate responses.

Voicebots are used in a variety of areas, including customer service, human resources, knowledge management, smart home devices, navigation systems and personal assistants. With their ability to enable seamless and intuitive user interactions, voicebots are revolutionising the way we communicate with technology and making them an integral part of our daily lives.

What is the difference between chatbots and voicebots?


A voicebot differs from a chatbot mainly in the way it interacts with users. While chatbots conduct text-based dialogues and are often integrated into messaging platforms or websites, voicebots enable communication via voice commands, allowing a company to automatically handle phone calls with customers or employees, for example.

This is particularly relevant for the use cases of human resources, customer service and knowledge management. Voicebots use advanced speech recognition technologies to understand and respond to spoken language, providing a natural and intuitive user experience. Voicebots are becoming increasingly important as they make everyday life easier and revolutionise interaction with technology.

How does a voicebot work?

A voicebot works by combining several advanced technologies to understand and respond to spoken language. Firstly, the device records the user’s voice input via a microphone. This voice data is then converted into text using speech recognition technology. Natural language processing (NLP) then analyses this text in order to understand the user’s intention, among other things.

Based on this analysis, the voicebot generates a suitable response, which is converted into spoken words using speech synthesis and returned to the user. This complex process takes place in a fraction of a second, enabling a fluid and natural interaction. Through machine learning and artificial intelligence, voicebots are continuously improving their ability to understand and process speech, which constantly increases their efficiency and user-friendliness.

Where are voicebots used?


Voicebots are used in various areas such as HR, customer service and knowledge management to increase efficiency and user-friendliness. 

In HR, voicebots support applicant communication by answering frequently asked questions, scheduling interviews and providing information on company policies.

In Customer Service, voicebots provide round-the-clock support by handling customer enquiries, solving problems and providing product information, which significantly improves customer satisfaction.

In the area of knowledge management, voicebots help to make company knowledge accessible by providing employees with quick and precise answers to internal questions, be it about the use of software, processes or guidelines. Thanks to their versatility, voicebots help to optimise workflows and increase efficiency in various business areas.

What are the advantages of voicebots?

  • Improved customer service:
    Voicebots can handle customer enquiries around the clock, which significantly improves the availability and response time of your customer service. Customers no longer have to spend a long time on hold or waiting for business hours.

  • Increased efficiency:
    Routine enquiries and repetitive tasks can be taken over by voicebots. This relieves your employees and allows them to concentrate on more complex tasks that require human intervention.

  • Cost savings:
    By automating customer service processes, personnel costs can be lowered and operating costs reduced. In addition, implementing a voicebot is cheaper in the long term than increasing the size of the customer service team.

  • Personalisation:
    Voicebots can personalise customer interactions by analysing previous interactions and customer data. This leads to an improved customer experience and increases satisfaction.

The challenges of a voicebot?

  • Complexity of the implementation:
    Setting up a voicebot can be technically challenging. Companies need the right infrastructure and technical expertise to successfully implement and maintain a voicebot.

  • Language barriers and dialects:
    Voicebots need to be able to understand different accents, dialects and language variations, which can be a challenge. Misunderstandings can lead to frustration among customers.

  • Data protection and security:
    As voicebots work with sensitive customer data, strict data protection and security measures must be guaranteed. Companies must ensure that all data protection guidelines are adhered to.

Is a voicebot suitable for your company?

Companies in the tourism, utilities, manufacturing, finance, health and media & publishing sectors benefit greatly from voicebots. Analyse whether your customers are open to this technology by considering the following aspects:

  • Type of enquiry:
    If your company is frequently confronted with recurring enquiries, a voicebot is the ideal solution. Even for complex enquiries that require human empathy, a voicebot is a useful addition to relieve employees.

  • Technical infrastructure:
    Does your company have the necessary technical infrastructure and expertise to implement and operate a voicebot? Careful planning and implementation are crucial for success.

  • Cost-benefit analysis:
    Carry out a detailed cost-benefit analysis. Compare the investment costs for implementing and maintaining a voicebot with the potential savings and efficiency gains.


A voicebot can be a valuable addition to your company if it is implemented and utilised correctly. It improves customer service, increases efficiency and reduces costs. However, the challenges and potential hurdles should not be underestimated. A thorough analysis of your specific business requirements and careful planning are essential to maximise the benefits of a voicebot. If you are unsure whether a voicebot is right for your company, we can advise you! This enables you to make informed decisions and find the best solution for your company.

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