Voicebots and Chatbots: the key to customer service

The creation of voice-based and chat-based tools (Voicebots and Chatbots) has allowed companies to put in a place a 24/7 customer service system that meets the required quality standards and can help with customer queries and problems as well as with with sales. Bots were first invented in the 1960s but advances in automatic natural language processing (NLP) and automation have seen Chatbots and Voicebots develop the capacity to hold real, human-sounding conversations. A conversational Chatbot or Voicebot is a computer programme developed using Natural Language Processing (NLP) and artificial intelligence (AI) that is capable of holding a conversation. Thanks to machine-learning technology, Bots can understand people's intentions and emotions and provide a fast and empathetic response to any query, all the while learning from interactions and improving and humanising processes. Chatbots and Voicebots can communicate by phone or via digital channels, such as websites, apps, instant messaging platforms like WhatsApp, social media, and more.