Chat and voicebots are AI-driven systems that handle customer conversations via text or voice. They understand natural language, determine the customer’s intent, and respond in context. Through integrations with CRM and backend systems, they can do more than answer questions. They can also perform actions such as routing, updating data, or providing information.
Chat- & Voicebots
Customer experience is no longer just about being friendly or answering quickly. It’s about removing friction, managing expectations, and delivering consistent performance at every touchpoint. Chat and voicebots play an increasingly important role in this, provided they are properly configured and used with strong, relevant content. The goal is not to replace human contact, but to use it at the right moments.
More customer-focused operations
Bots act as a smart first line of support. They ask targeted questions, recognize urgency, and resolve simple requests independently. More complex questions are transferred to an employee with full context. This helps customers get faster support, and ensures every conversation starts with substance—without repetition or frustration.
Personal touch
Automation doesn’t have to feel impersonal. Chat and voicebots can be aligned with your tone of voice, brand, and target audience. You also decide when a conversation should be handed over to a human agent. This way, you combine efficiency with human interaction at the moments that truly matter.
Use cases
In practice, organizations use bots for appointment scheduling, status updates, call routing, and after-hours service. This reduces waiting times, improves availability, and relieves pressure on teams. At the same time, conversations generate valuable insights to continuously improve processes and services.
Example: ABC Insurance
ABC Insurance uses a voicebot as the first point of contact. The caller is recognized by name and immediately linked to the customer record. Depending on the request, a focused dialogue starts for each use case, such as claims or policy changes.
Example: XYZ Hotels
XYZ Hotels uses a voicebot to provide in-room service. Guests can easily book a sauna appointment or ask practical questions by phone. The bot recognizes the guest, checks availability, and confirms the reservation. This gives guests immediate service, without waiting time or the need to contact reception.
