Today’s customer service demands are rising, but resources remain tight. Call centers face high call volumes, inconsistent experiences, and growing expectations. Choosing between a contact center chatbot and a voice bot is now a strategic move; one that can define efficiency, cost, and CX outcomes.

A contact center chatbot is a conversational AI tool that automates text-based support. It helps manage scale, reduce costs, and handle repetitive queries. But when voice conversations matter, chatbots fall short. That’s where Convin’s AI Phone Calls step in offering contextual, real-time voice interactions that fill the gap and elevate customer experience.

Knowing when to use chatbots vs. voice bots is crucial. This guide breaks down their differences, benefits, and use cases so you can choose the right solution for your contact center.

A call center chatbot automates text-based customer interactions, using natural language processing to answer questions and handle tasks. An AI voice bot, however, enables hands-free, real-time conversations, making it ideal for voice-driven support.

With so many benefits, understanding the roles and strengths of chatbots and voice bots is key. This blog delves into the key differences, benefits, and use cases of chatbots vs. voice bots, offering insights to help you select the best fit for your business.

What are Contact Center Chatbots?

Contact center chatbots use natural language processing (NLP) to simulate human conversation through text-based interactions. They’re typically deployed on websites, mobile apps, and messaging platforms, handling tasks like answering FAQs, processing orders, and providing customer support.

Chatbots are particularly effective in managing high volumes of low-complexity inquiries. Their ability to instantly respond to queries makes them a cost-effective option for scaling customer service without a proportional increase in staff.

What are AI Voice Bots?

AI voice bots automate voice interactions and are powered by automatic speech recognition (ASR) and natural language understanding (NLU). Customers engage via voice, which is ideal for multitasking or hands-free scenarios.

• Hands-Free Convenience: Voice bots enable users to multitask while interacting, making them perfect for real-time responses.
• Conversational AI: These bots convert speech to text, offering more human-like and intuitive customer experiences.

While both AI technologies offer automation benefits, their customer engagement methods differ significantly. Understanding these differences is essential for choosing the right tool.

Cut call center costs by 60% using Convin’s AI phone calls.

Key Differences Between Contact Center Chatbots and Voice Bots

Selecting between contact center chatbots and voice bots depends on how customers prefer to interact. These AI solutions cater to different communication modes, enhancing customer experience based on interaction preferences.

1. Interaction Type

Contact center chatbots rely on text-based communication, which requires users to type and read responses. In contrast, voice bots engage through speech, creating a more conversational, human-like interaction.

• Chatbots: Effective for structured, text-heavy interactions, streamlining customer queries across multiple platforms.
• Voice Bots: Ideal for real-time, hands-free communication, providing quick responses through natural voice engagement.

Convin’s AI phone call excels in this space, offering seamless voice interactions that improve call resolution times.

2. Customer Preferences

Understanding customer preferences is critical when deciding between chatbots and voice bots. AI chatbots for call centers excel in fast, non-intrusive interactions, offering instant text responses.

• Chatbots for customer support work best for customers seeking quick, structured answers without a conversation.
• AI voice bots Shine in industries like healthcare, where verbal, real-time feedback is crucial for effective communication.

Convin’s AI Phone Calls uses AI conversational chatbot technology, enhancing user experience with personalized, real-time voice feedback.

3. Technology & Integration

Chatbots use NLP for text comprehension, making integration with websites and messaging platforms easy. On the other hand, AI voice bots require more advanced technology, like ASR and NLU, and often integrate with telephony systems.

• Call center automation chatbot: Easy to integrate with existing digital channels, requiring minimal technical infrastructure.
• AI voice chatbot: Demands robust hardware but offers advanced capabilities like speech recognition and real-time language processing.

Convin’s AI phone call seamlessly integrates into existing telephony systems, reducing errors by 50% and improving efficiency.

These differences underline why specific industries favor one technology over the other. Let’s explore how chatbots, in particular, offer businesses a range of operational benefits.

Use contact center chatbot to reduce manual handling

Benefits of Implementing Contact Center Chatbots

Deploying Contact center chatbots brings multiple advantages, particularly for businesses aiming to automate customer service operations. Chatbots streamline tasks while maintaining efficiency and customer satisfaction.

1. 24/7 Availability

Chatbots ensure round-the-clock availability, allowing customers to access assistance anytime and improving support.

• AI chatbots for call centers enable businesses to operate beyond business hours, boosting customer satisfaction.
• Convin’s AI phone call offers real-time customer assistance, reducing response times and increasing retention.

2. Cost Efficiency

Chatbots automate repetitive tasks, significantly reducing the need for human agents and minimizing operational costs.

• Call center automation chatbots enhance productivity by handling large volumes of routine inquiries with zero downtime.
• Convin’s AI Phone Calls help businesses reduce manpower by 90%, cutting costs and improving efficiency.

3. Recruitment Support

Chatbots streamline the recruitment process by pre-screening candidates and scheduling interviews automatically.

• Chatbots integrate with chatbot contact centers to handle multiple inquiries simultaneously, improving workflow.
• Convin’s AI phone call assists HR teams in efficiently managing recruitment through conversational AI systems.

4. Proactive Customer Engagement

Chatbots anticipate customer needs, transforming traditional interactions into proactive, personalized engagement.

• AI conversational chatbots use past interactions to tailor future conversations, increasing customer satisfaction.
• Convin’s AI phone call leverages this feature to boost chatbot customer service by offering personalized recommendations.

5. Simplified Checkout Processes

Integrating chatbots into e-commerce platforms simplifies checkout, leading to higher conversion rates.

• Chatbots for customer support guide customers through transactions, enhancing the purchasing experience.
• Convin’s AI phone call provides real-time support during checkout, streamlining the process and reducing cart abandonment.

6. Better Consumer Insights

Chatbots collect valuable customer data, allowing businesses to refine strategies based on accurate consumer behavior.

• Conversational AI chatbots analyze interactions to deliver actionable insights that improve customer engagement strategies.
• Convin’s AI Phone Calls gathers data from customer interactions to tailor support and increase satisfaction by 27%.

7. Increased Sales

Chatbots help drive sales through efficient upselling and cross-selling, increasing revenue potential.

• AI voice chatbots recommend relevant products during conversations, enhancing customer shopping experiences.
• Convin’s AI phone calls seamlessly integrate with sales processes, encouraging upsells and improving overall sales performance.

8. Omnichannel Support

Chatbots offer support across multiple channels, ensuring a consistent brand presence and customer experience.

• Contact center chatbots extend support across websites, apps, and social media platforms for seamless customer interactions.
• Convin’s AI phone call integrates with omnichannel systems, maintaining uniformity in customer service across all platforms.

9. Lead Generation

Chatbots capture leads by engaging website visitors, transforming passive users into active business leads.

• Chatbots for contact centers use interactive conversations to convert visitors into valuable leads.
• Convin’s AI Phone Calls effectively generate leads, engaging customers with tailored responses to collect information.

10. Easy Implementation

Chatbots integrate easily into existing systems, allowing businesses to deploy solutions with minimal disruptions.

• Contact center chatbots can be implemented without heavy technical infrastructure, simplifying the setup process.
• Convin’s AI Phone Calls offer seamless integration into existing telephony systems, reducing error rates by 50%.

While chatbots streamline text-based interactions, voice bots offer unique advantages, particularly in more personalized and real-time conversational scenarios.

Boost compliance with Convin’s seamless integration.

Boost Contact Center Performance with Convin’s AI Phone Call

AI voice bots are transforming contact centers by automating voice interactions that enhance efficiency, engagement, and customer satisfaction.

Designed for real-time conversations using technologies like ASR (Automatic Speech Recognition) and NLU (Natural Language Understanding), these bots solve customer issues faster and more accurately than traditional systems.

Convin’s AI Phone Call is at the forefront of this transformation offering seamless, voice-driven assistance for both inbound and outbound interactions. From smarter follow-ups to multilingual support, it helps contact centers reduce costs, increase customer satisfaction, and drive operational excellence.

Key Advantages of AI Voice Bots in Contact Centers

1. Hands-Free Operation

• Enables users to interact without physical effort, which is ideal for multitasking.
• Enhances accessibility and convenience across user demographics.
• Convin’s AI Phone Call supports real-time, voice-driven help during hands-free tasks.

2. Voice-Driven Convenience

• Natural, spoken communication simplifies user experience.
• Reduces friction and wait times during service interactions.
• Convin ensures fast, personalized responses that keep customers engaged.

3. Better Engagement

• Personalized, conversational experiences improve satisfaction and loyalty.
• Recognizes intent and adjusts tone to match customer emotions.
• Convin’s AI voicebot analyzes sentiment and tailors responses for deeper connection.

4. Faster Resolutions

• Real-time processing enables instant, accurate responses.
• Decreases customer wait time and improves first-call resolution.
• Convin’s AI Phone Call cuts operational errors by 50% for faster support.

5. Cost Efficiency

• Reduces the need for live agents, saving significant labor costs.
• Automates common tasks, allowing human agents to focus on complex issues.
• Convin helps lower operational costs by up to 60%.

6. Emotion Recognition

• Identifies emotional tone to customize responses.
• Builds trust by responding empathetically to customer needs.
• Convin aligns responses with real-time emotional cues for a better experience.

7. Multilingual Support

• Serves global audiences with built-in language capabilities.
• Broadens reach and enhances accessibility.
• Convin’s voice bot supports multiple languages, ensuring inclusive service.

8. Speech Optimization

• Continuously refines recognition to adapt to various accents and dialects.
• Improves communication accuracy across diverse customer bases.
• Convin ensures precise responses, even in challenging voice scenarios.

9. Voice Authentication

• Verifies user identity securely through voice.
• Streamlines sensitive processes like payments or account access.
• Convin enhances security with robust voice-based authentication.

10. IVR Enhancements

• Replaces outdated IVR systems with dynamic, conversational flows.
• Reduces caller frustration and increases self-service success.
• Convin’s AI phone call improves IVR with intuitive, error-free interactions.

Real-World Impact with Convin’s AI Phone Call

Convin delivers measurable results that make a difference:

• 90% Manpower Reduction – Automates call handling so teams focus on higher-value tasks.
• 60% Cost Reduction – Streamlines operations, slashing overhead costs.
• 50% Fewer Errors – Enhances accuracy and consistency in every interaction.
• 27% CSAT Boost – Improves response time and personalization, driving up satisfaction scores.

Integrated with CRMs and telephony systems, Convin’s voice bot offers a seamless agent and customer experience. Its multilingual and emotion-sensitive capabilities make it a powerful tool for any modern, global contact center.

Route calls smarter with Convin's NLP-powered workflows.

Choosing the Right AI Tool for Your Call Center

Choosing between chatbots and voice bots depends on your call center’s needs. Chatbots are ideal for managing text-based queries and providing cost-effective and scalable solutions. Voice bots, on the other hand, offer a more natural, conversational experience suited for real-time, hands-free interactions.

For many businesses, the optimal solution may involve integrating both technologies. By leveraging each's strengths, you can ensure a seamless, efficient, and customer-centric approach to automation.

Try Convin’s AI Phone Calls today!

FAQs

1. Can voice bots handle complex customer queries better than chatbots?

Yes, voice bots are better equipped to manage complex queries. They use real-time speech recognition and NLP to interpret intent, context, and emotional cues making them more adaptable than text-based chatbots in dynamic conversations.

2. Which handles customer emotions better: voice bots or chatbots?

Voice bots have the edge when it comes to managing customer emotions. Unlike chatbots, advanced voice bots use real-time sentiment analysis and NLP to detect emotional cues in a caller’s tone. They can adjust their responses instantly, escalate to a human agent when needed, or trigger emotion-based workflows offering a more empathetic and responsive experience.

3. Do voice bots offer better personalization than chatbots?

Voice bots provide superior personalization by adjusting tone, pace, and language in real time. They recognize customer sentiment and tailor responses during live calls, offering a more human-like and engaging experience than chatbots.

4. How do voice bots improve call center automation?

Voice bots streamline call center operations by handling repetitive tasks, qualifying leads, routing calls, and resolving issues instantly. This reduces agent load, shortens response times, and boosts overall contact center efficiency.