A voice Assistant is a conversational software that addresses voice calls using Artificial Intelligence (AI) and Natural Language Understanding (NLU). Along with IVR navigation, voice assistant can answer customer queries by interpreting the intent and meaning in the speech/voice of its conversational partner. In other words, it a voice-based version of chatbot, which entertains text messages.
At its core, a voice assistant is essentially a voice-based version of a chatbot. While chatbots interpret and respond to text-based queries, voice assistants work directly with spoken language. They go beyond keyword recognition, analyzing tone, context, and intent to ensure that customer queries are addressed accurately and quickly.
oice assistants are built to mimic human-like interactions. Customers don’t have to adapt their communication style to fit system commands—they can simply speak as they would to another person.
Traditional IVRs can feel frustrating and robotic. Voice assistants, on the other hand, provide a personalized touch. They can help navigate IVR menus or even bypass them altogether by directly understanding a customer’s request.
Using NLU, voice assistants interpret not just the words spoken but the meaning behind them. For example, if a customer says, “I want to check my balance,” the assistant knows to direct them to account information without needing them to press multiple buttons.
