A voicebot is an AI-powered virtual assistant that interacts with users through speech. Using natural language processing and speech recognition, a voicebot understands spoken requests, automates responses and completes tasks without human intervention. Unlike basic IVR systems, voicebots enable more natural, conversational and personalized customer interactions.
“Voicebots not only solve long-standing IVR problems, they also take advantage of the data you already collect. Compare the advantages of conversational IVRs led by voicebots to traditional IVRs that put customer experience second to containment. The time savings, customer experience and overall improvement in operational efficiency blow traditional IVRs out of the water.”
James Walford, Senior Account Executive, Digital AI and Orchestration, Genesys
Voicebots handle routine inquiries — such as order status, account balances or appointment scheduling — instantly and accurately. Enterprises use AI-powered self-service to reduce call volume, shorten wait times and improve first-contact resolution. By automating repetitive tasks, voicebots free live agents to focus on complex, high-value conversations.
Traditional phone menus can frustrate customers with rigid options. Voicebots use digital self-service and natural speech understanding to let users explain their issue in their own words. This creates a more humanlike experience that simplifies navigation, increases accessibility and enhances customer satisfaction across large-scale contact centers.
Voicebots integrated into cloud contact center platforms can access customer data in real time — including purchase history, preferences and prior interactions. This enables personalized responses and proactive engagement. For example, a returning customer calling about a subscription renewal can be greeted by name and offered tailored options.
Enterprises use voicebots as part of an omnichannel customer experience strategy. When a conversation begins with a voicebot, all context and interaction history can seamlessly transfer to a digital channel or live agent. This unified approach ensures consistent, connected service across voice, chat, email and messaging.
Voicebots also act as intelligent assistants for human agents. They can summarize calls, capture intent or transcribe key details using speech analytics. These insights give agents instant context, reducing effort and helping them deliver more empathetic and efficient responses during live interactions.
Today’s customers expect fast, intelligent and conversational service. The Genesys Cloud CX® offering combines AI, automation and speech recognition to power advanced voicebots that deliver seamless, personalized experiences at scale. Empower your business to resolve issues faster, boost efficiency and create more human connections with every conversation.
