Which Bot is better for your Business?
Text Bot is one which primarily works with visual text, typing. In which user and bot both communicate by text method only.
Voice Bot is one which primarily works with voice. In which user and bot both communicate by voice.
In last few years many companies created text based bot, as more and more users joining internet and increasing traffic.
But from last couple of years there is rise in Voice Bots, mainly due to smart voice speakers like Amazon Alexa, Google Home.
If you are thinking which one you should have for your business, Here are some points to consider:
1] Internet Speed: Text based chat take very less data and internet speed, for same reason many users in developing countries like to use text based chat bot.
Considering current 4G speed available in which video calling works seamlessly. More and more users gaining access to this speed, exploring more on internet.
With 5G in coming years more users will gain access to great speed internet, this will lead to completely vanishing the whole point of Internet speed to be considered for creating text bot over voice bot.
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2] Time Spent: ‘Time’ is great point in which voice completely wins over ‘text’ bot.
As we know communication by voice is way faster than that of typing whole sentences. In today’s world many people do multitasking and want to get things done faster, and voice provides them that. People always prefer time efficient solution over anything.
3] Real time communication:
In some cases user wants real time communication means reply at same time he requests. For eg. when user contacts customer support for troubleshooting something.
In some cases like communication for enquiry user may not want to discuss it in real time, some users prefer to start communication and want to discuss through text over time (so that they can reply when they can, can think on it, can reply while travelling etc)
Voice is preferable way in case of Real time communication otherwise Text is preferable.
4] Rise of machine learning, computing power, conversation capability:
Technical advancement have made voice bot possible, which was not quite good a few years ago. No doubt text bot needs less technology, computing power than that of Voice bot.
Conversational AI technology is on rise from last couple of years, all major technical giant companies are doing research and development in this field and also providing useful tools to developers.
5] How many options/ways are there:
The number of options that are given to user for any interaction is key factor. If we require it to have lot of options in single interaction then voice bot will not work, because bot will speak out lot of options and user will not be able remember his desired option.
While in case of text bot, we can easily show as many options want to show and user can easily see and think on it before choosing.
Conclusion:
Considering all the points we can decide which bot we need, It might be possible that we need both based on our audience.
If our requirement or target audience:
Has slow internet, we have lot of options, it does not need real time communication and needs flexible interaction -> then we can go for Text Bot.
And If our requirement or target audience:
Has fast internet, have less options, needs fast and real time communication -> then we can go for Voice Bot.
