The incorporation of artificial intelligence (AI) has given rise to creative solutions that expedite processes and improve user experiences in today's fast changing digital ecosystem. The use of voicebots for customer interactions is one such revolutionary invention. These AI-powered virtual assistants are revolutionizing the way we use technology and have a variety of uses, from accessibility to convenience. In this blog, we will examine the many ways voicebots are being put to use to enhance customer interactions.

1. Automated customer service: To offer quick answers to frequently asked inquiries and common problems, voicebots are integrated into customer care systems. This gives customers fast assistance and cuts down on waiting times.
2. Interactive Voice Response (IVR) systems: Voicebots are used in IVR systems to route calls, gather data, and offer initial assistance, effectively guiding clients to the proper department or agent.
3. Appointment scheduling: Voicebots let customers make appointments, eliminating the need for human booking procedures in sectors like healthcare and service-based organisations.
4. Language translation and support: Voicebots provide multilingual help, allowing companies to serve clients from various linguistic backgrounds, promoting inclusivity and accessibility.
5. Financial transactions: Banking and financial institutions use voicebots to help clients manage their accounts simply and safely. These tasks include handling balance enquiries, fund transfers, and bill payments.
6. Surveys and client Feedback: Voicebots collect client feedback following conversations, assisting businesses in gathering information to improve their services and increase customer happiness.
7. Troubleshooting and technical support: Voicebots provide clients with rapid problem-solving assistance by providing step-by-step instructions for troubleshooting technical problems with goods or services.

Here are a few instances where Gnani.ai’s voicebots have been used to get exceptional results.

1. Leading US Healthcare Aggregator with 10K Hospitals Generates 30% More Leads and 45% Higher Interactions After Using Voicebots

Challenges:

• High drop-off rates from inconsistent engagement on website
• Need for maximizing interactions with limited resources
• Difficulty in accessing swift and accurate healthcare information

Solution:

Gnani.ai’s generative AI-powered knowledge base which helps voicebots answer incoming user queries quickly and accurately

Results:

• 30% more leads generated
• 55% improvement in CSAT scores
• 30% reduction in OpEx
• 45% higher interactions handled

2. Leading Automaker Uses Voicebots To Consolidate And Qualify Leads

Challenges:

• Over 0.2 million leads received from various showrooms and dealerships across India
• No designated central team/authority to nurture the lead and follow up
• No apparatus to track interest levels or segment prospects
• Have presence everywhere but unable to build/scale lead qualification teams

Solution:

Considering the volume and the immediate need for quick scalability, the NLP and engineering teams at Gnani.ai built and deployed a multi-lingual voice bot.

Results:

• 12% more leads qualified in less than 5 days
• $25 M revenue generated
• $300 M projected annual savings

3. Credit Arm of a $8B Two-Wheeler Manufacturer​ Uses Voicebots for Collections

Challenges:

• Huge pending bucket X collections
• Skyrocketing costs of getting human contact center agents to make collections calls

Solution:

The team at Gnani.ai designed omnichannel voice-first collection bots for Buckets X.

Results:

• Handled 60% of the loan book in just a couple of months
• 40% loans returned
• 60% promised to pay
• 45% reduction in OpEx

Click here to learn more about Gnani.ai’s voicebot services.

Frequently Asked Questions

What is a voicebot and how does it help with customer interactions?

A voicebot is an AI powered virtual assistant that handles customer conversations over voice, answering FAQs, routing calls and completing tasks without a human agent. Voicebots reduce wait times and improve response speed, while also supporting appointment scheduling, financial transactions and follow up surveys.

How do voicebots handle interactive voice response and call routing?

In interactive voice response setups, voicebots understand spoken requests, route calls to the right department, collect information upfront and hand off to a human agent when needed. This reduces manual call handling and speeds up resolution, while still allowing escalation for complex queries that need a human touch.

Which industries are using voicebots?

Healthcare, automotive, banking and financial services, real estate, hospitality, consumer durables, government and BPOs are the sectors using voicebots. Case studies from a healthcare aggregator, an automaker and a two wheeler finance company show use across lead generation, sales and collections.

Can voicebots support customers in multiple languages?

Yes, multilingual support is one of the seven core voicebot use cases. Voicebots communicate across different linguistic backgrounds, making services more accessible to a wider range of customers and reducing the need for dedicated, language specific support teams in every region.

What results have businesses seen after deploying voicebots?

Voicebot deployments have delivered gains such as more qualified leads, improved customer satisfaction scores and lower operating costs. One collections use case handled a majority of an overdue loan book through omnichannel voice bots, while a healthcare aggregator saw more leads and higher satisfaction.