Voicebot

A voicebot is an advanced conversational AI system that communicates with users through spoken language rather than text. It uses speech recognition, natural language processing, and speech synthesis to understand, interpret, and generate responses in real time.
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What Is a Voicebot and How Can It Benefit Your Business?

Chatbots write; voicebots speak. With Chatlayer, offered by Comtrust, businesses can easily transform an existing chatbot into a fully functional voicebot capable of handling real-time phone conversations.
By combining speech-to-text and text-to-speech technologies, voicebots enable natural, human-like interactions over voice channels. This makes them ideal for customer service, sales, and large-scale automation—available 24/7 and supporting multiple languages.

Voicebot Call Center

The use of bots in call centers is currently one of the most important trends in business development. A voicebot is an excellent tool that, thanks to artificial intelligence, can independently conduct conversations with customers and provide answers to simple and repetitive questions, while complex cases that require empathy and an unconventional approach are redirected to employees. Currently, the hybrid cooperation model is gaining popularity, which allows for greater automation and cost reduction. We create an environment where people and AI collaborate with each other.

Voicebots provide customer service, answer simple inquiries, and extract data from business systems. And not only that. AI voice assistants can support call center agents in their daily operations, prompt them during conversations, or gather information from customers to pass it on, for example, to specialized teams or for further analysis.

Key enterprise voicebot features

Enterprice Voicebots include a set of unique voice-specific actions that distinguish them from traditional chatbots.
funkcje voicebota
Call forwarding to a live agent (Forward call)

One of the most important features is the ability to transfer a call from the voicebot to a human agent.

  • Executed directly during a phone conversation
  • Triggered via an Action block in the flow
  • Enables seamless escalation when automation is not enough

This ensures that complex or sensitive cases are handled by a real person while the voicebot manages routine interactions. It is necessary to integrate the voicebot with the call center system or to integrate the voicebot with the contact center system.

Call recording (full or partial)

Voicebots, such as Chatlayer support flexible call recording options, which are crucial for financial industry, quality assurance, and training.

Capabilities include:

  • Recording entire conversations
  • Recording only selected parts of a call
  • Access to recordings via conversation history
  • Recordings can be started and stopped dynamically within the conversation.
DTMF support (phone keypad input)

DTMF (Dual-Tone Multi-Frequency) allows users to interact with the voicebot using their phone keypad/ Examples: “Press 1 for Sales”, “Press 2 for Marketing”, “Press 3 for Support”, etc.

Voicebot can recognise voice commands and DTMF inputs. Thanks to this it improves accessibility and user experience.

Collecting voice input (data capture)

Voicebots can capture user speech and store it as structured data. This functionality allows businesses to gather information such as order numbers, preferences, CRM and backend systems integrations. Stores inputs using the voiceMessage format which enables their further analysis and use in business processes.

Voice-first automation layer

Voicebots act as a voice layer on top of chatbot logic, using:

  • Speech-to-text (STT) – converts user speech into text
  • Natural Language Processing (NLP) – understands intent
  • Text-to-speech (TTS) – generates spoken responses

Conversations are converted into spoken interactions. No need to build a voice system from scratch. This significantly reduces implementation time and allows companies to scale voice automation quickly.

How Voicebots Support Business Operations

Voicebots are widely used in business:

Customer service

handling FAQs, managing complaints and support tickets, escalating calls to agents

Sales and marketing

lead generation, automated outbound campaigns, lead qualification support, appointment booking

HR internal business processes

employee onboarding, voice surveys, process automation

Benefits of voicebots implementation

24/7 availability

Voicebots operate continuously without downtime.

Scalability

Handle thousands of simultaneous calls without additional resources.

Cost reduction

Automating repetitive calls reduces the need for human support.

Improved customer experience (CX)

Voice is a natural interface, making interactions faster and more intuitive.

Benefits of implementing a voicebot and voice assistant

Implementing voicebots in customer service can significantly improve the efficiency and quality of service. Voicebots often are the first line of contact in call centers, scheduling appointments, and conducting surveys – reducing operating costs and eliminating human error. They relieve teams of tedious, repetitive tasks such as data verification, handling order status inquiries, booking and scheduling appointments, resolving simple technical issues, and providing information about products and services. In this way, a voicebot – also known as a voice assistant – supports both the efficiency and quality of customer service. It operates 24/7, translating into a better brand experience and higher loyalty rates. Enterprise voice assistants allow to speak in multiple languages and smoothly adapt to callers language. Voicebots are powerful tools for automating voice communication at scale. They combine artificial intelligence with voice technology. With features like call forwarding, recording, DTMF input, and voice data collection, they provide a flexible and enterprise-ready solution for modern businesses. By leveraging existing chatbot logic and adding a voice interface, companies can quickly deploy intelligent voice assistants that improve efficiency, reduce costs, and enhance customer experience.
korzysci-z-wdrozenia-voicebota

Al Bot in Customer Service

How to Reduce Hallucinations?

Artificial intelligence hallucinations have become a critical challenge for businesses, particularly in customer relations. That’s why the best voicebot combines conversational and generative AI. Most processes and responses are designed, answers are based on company resources and knowledge bases, and only when the voicebot doesn’t find an answer within them it starts to create its response using generative AI. This minimizes hallucinations without compromising service quality.

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