How does a voicebot work?
The voicebot operates in three steps. First, it converts the caller's voice into text using STT technology (from English speech-to-text, i.e., converting speech to text). A language model then processes the text input, recognising the caller's intent and selecting the appropriate response. Finally, the response is converted back into speech via TTS (text-to-speech, i.e., converting text to speech) and spoken aloud.
Modern voicebots use AI (artificial intelligence) and handle not only direct questions and answers but also more casual conversation. They can ask for clarification, verify the caller's identity or record information directly into the company system.
What is a voicebot used for in a company?
Typical uses of a voicebot:
- Call sorting - The voicebot identifies the reason for the call and routes the caller to the correct department without needing to navigate a numeric menu.
- Answering frequently asked questions opening hours, order status or branch address will be provided by a robot without interruption 24 hours a day.
- Identity verification - Before transferring to an operator, the voicebot verifies the customer's name or contract number.
- Data collection - The voicebot records contact details or a description of the problem before a live operator takes the call.
The result is shorter waiting times for customers and reduced operator workload from routine enquiries that do not require human judgement.
Voicebot limitations and its connection to the central hub
A voicebot is not suitable for every situation. Complex or sensitive cases, such as complaints, claims, or technically demanding queries, still require a live operator. Effective deployment of a voicebot therefore relies on clearly defined handover logic: if the robot does not understand or the caller explicitly requests to speak to a person, the call is smoothly transferred.
For proper operation, it is important to continuously improve the voicebot based on calls where it could not assist. On virtualni-ustredna.cz, the voicebot can be connected as an entry point for incoming calls or as a separate extension of the central switchboard.
Frequently Asked Questions
Does a voicebot differ from an IVR?
Yes. IVR (interactive voice response) responds to key presses on the telephone keypad and offers predefined menus. A voicebot understands spoken language and conducts a real conversation, so callers do not need to navigate through numeric menus.
Can a voicebot transfer a call to a live operator?
Yes. A correctly configured voicebot will transfer the caller as soon as it cannot provide an answer or if the caller explicitly requests a live operator. This feature is a prerequisite for professional deployment.
Must a company operate its own AI infrastructure?
No. Voicebots are now available as cloud services that connect to an existing central system via a SIP interface (a standard protocol for voice communication over the internet). The company does not need to operate its own AI servers.