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Human-like Conversational VoiceBots for calling: beyond Robocalls

Juliana Zuluaga

 

Robocalls are everywhere. Chances are you might be getting between 1-3 robocalls per day. It could be your pharmacy letting you know a prescription is ready, or a straightforward telemarketing call.

Currently there’s a new player in the automated call market, the Conversational AI VoiceBot, who is all-to-often mislabeled as a robocall. If you hadn’t heard about Conversational Voicebots you’re not alone; most businesses are not even aware that an AI VoiceBot for calls is "a thing", because, as of eight months ago, they didn't exist.

A robocall is one uniform audio recording sent to thousands of recipients at the same time, allowing those recipients to listen to the recorded message and interact with the recording by dialing different keys (i.e. press 1 to hear this recording again, etc.).

 

 

 A Conversational VoiceBot has a customized conversation with each of your prospects, and can answer questions and carry out tasks for you. Just like an assistant or rep, an AI VoiceBot will work to help you achieve your sales, support and marketing goals.  

 

Let’s set the record straight. Here are four pretty big differences between a robocall and a VoiceBot (including FCC regulations): 


1. Two-way Conversations

Robocalls are usually a one-way, simple recording that delivers a message, prompting you to buy something, get a discount code, or make a call. Most Robocall systems are very rudimentary and don’t engage in any conversation. There is no intelligence to it: they won’t recognize simple responses (Yes/No) or commands (“stop calling me”, “take me off your calling list”).


AI VoiceBots can ask your leads simple yes/no questions and respond back to them, based on their response. A VoiceBot feeds you data that you can use to enrich your lead profiles, improve your audience segmentation and properly qualify your target audience. Instead of pestering your prospects with information they’re not interested in, a VoiceBot can validate your prospects’ identity and deliver the message to the right person and the one that will most likely respond to your product/brand.


To give you one example, one of the largest catering marketplaces in the United States currently uses Conversational VoiceBots to call and ask thousands of restaurants if they cater.


Scenario Yes:
VoiceBot: Hi [John], do you cater?
John: Yes.
VoiceBot: Great, thank you and have a nice day!



Scenario No:
VoiceBot: Hi [John], do you cater?
John: No, we don’t
VoiceBot: Alright. Thanks for your time.  


With this simple call, they’ve been able to improve their phone record integrity by 20% in 2 minutes, quickly segment their lead targets, and even shorten their sales cycle. The data is collected automatically by VOIQ and shown in the client’s CRM, with any bad leads sent back to the lead provider.



2. Personalized Calls

A Robocall has little to no personalization. Most of these calls deliver one generic message using one voice that is  not customizable, as it would defeat the purpose of spreading a message to a high volume of people at marginal costs. You might only hear your name if a robocall comes from an active account, like the ones you get from your pharmacy.


With a Conversational Voicebot you have the ability to customize the message using the contact data stored in your CRM (such as first name, company name,  payment due date etc.). You can use and customize a multitude of voices, or even clone your own voice. Aside from personalizing your message, you can also train your VoiceBot to sound more human and to properly pronounce complex words or company names - you can even train it to understand different responses to the same question. VoiceBots can even manage your everyday tasks for you: schedule and remind your prospects of an event or meeting, survey your customers, qualify your leads before you speak to them, and provide basic customer support.



Example:
VoiceBot: Hi [Peter], I’m calling to remind you about your upcoming meeting with our Sales Director in one hour. Will you be able to make it?
Peter: No
Voicebot: Would you like me to reschedule this meeting?
Peter: Sure
VoiceBot: Great! What day and time works best for you?
Peter: Next Wednesday at 11amPST.
VoiceBot: Awesome! You will receive a calendar invitation shortly. Have a nice day.




3. Drip Email + Call Campaigns (Trigger calls in emails)
The widespread use of CRMs has helped millions of business manage their marketing and sales tasks, allowing teams to launch outreach campaigns at scale and move prospects through the pipeline as they get warmer and eventually become customers.

Robocalls cannot be integrated into CRM systems - these calls usually have no context and aren’t connected to other means of communication. They are cold calls for outbound campaigns typically a one-message for all.

VoiceBots work together with all your marketing efforts, removing the first barrier of having a cold call. You can trigger Voicebot calls directly from your CRM and include them in your drip email campaigns. As part of your outbound outreach, you can trigger a call once a prospect opens an email, this way the call message is tied to the email content, and you’re reaching the lead while your company name is still top-of-mind.  For inbound, you can trigger a call after a lead has downloaded an ebook or filled out a form in your site, ensuring your leads get your call when they’re at their highest level of intent.


Example:
Linda: Visits your website and clicks to Download an Ebook
→ As soon as she clicks, a VoiceBot call is triggered

VoiceBot: Hi [Linda], thanks for downloading our [Guide to Building VoiceBots for Sales Calls]. Would you like to speak to one of our Sales Reps and learn how your company can put Voicebots to use?
Linda: Sure!
VoiceBot: Awesome, please stay on the line while I transfer you.



4. FCC Compliant
Over the last few years, Robocalls have become a common issue for the FCC, as consumers have complained of scammers, robocallers posing as government officials, and non-stop telemarketing calls (up to 150+ calls a day). Considering how robocalls have affected consumers, the FCC published regulations specific to pre-recorded, one-way calls - aka Robocalls - and automated text services that target thousands of people at a time.  These regulations require companies to only contact people who have consented to being called and to remove anyone who has asked not to be called or who is registered on the National Do Not Call Registry.

AI VoiceBot technology does not fall under Robocalling, we do not use pre-recorded messages for our calls as every call is triggered live. Calls are launched directly from our platform or a CRM system, thus we are not affected by autodialing nor predictive dialing regulations.  As a best practice, we strongly suggest our customers comply with the FCC regulations, and only target people they’ve already been in touch with or who have heard about their company, or who’ve expressed consent to be contacted. Our system immediately adds a lead who has asked not to be called again to the National Do Not Call Registry and removes the contact record from all of our call lists.



Robocalls are a nuisance that often harm businesses and anger prospects. AI Voicebots on the other hand, integrate directly into your CRM, and you can customize your messages and voices to make it relevant to your target prospects. Sales and Support teams can then use the data points captured in the calls to further personalize your customer’s journey.

Move past Robocalls, have a two-way, personalized conversation with your leads using AI VoiceBots
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