Update customer information

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A voicebot is a conversational agent that uses artificial intelligence and natural language understanding (NLU) to interpret the intent and meaning of the other person's speech. This technology is often referred to as "conversational IVR" (interactive voice response).

In other words, conversational IVR allows callers to engage in an automated solution with their voice – using everyday language. A voicebot can understand full sentences and context. It will respond in full sentences, allowing callers to carry on a conversation.

Unlike traditional IVR, there is no static menu and callers do not have to dial numbers. Conversational IVR provides a faster, smoother, and more personal experience for customers. You can talk to the chatbot just as you would with a human agent.

As with previous types of chatbots, if the conversation becomes difficult and requires a response from a human agent, the voicebot can route the request to an agent to provide a satisfactory response.

The Advantages of a Voicebot
The feeling of “I want it all now” is becoming more and more common. In fact, 98% of customers admit that calling a service center takes too much time and they are looking for a faster approach. This is what voicebots allow, capable of handling multiple requests simultaneously, which practically eliminates waiting times. In addition, a voicebot can offer 24/7 support.

No waiting time, 24/7 support by phone.

Save time and resources. The chatbot helps reduce the number of calls to agents.

How to use a Voicebot?
The voicebot is an intelligent conversational tool that allows your customers to learn more about your business. Here are some of the missions it can carry out:


A voicebot is the perfect assistant to help your customers update important information without having to ask a customer service agent. Better yet, there’s no need to wait for the request to be handled. It can take care of changing an address, a delivery time or even making an appointment.

Find information about the company
Voicebot is a useful tool that allows customers to find information about your business: opening hours, email and postal addresses. Voicebot allows customers to be well informed and enjoy a smooth and transparent customer experience at all times.

Check the status of an order
A voicebot can respond to customers who want to know where their orders are. The voicebot saves your customer service team valuable time and is a much more efficient way to get information about order tracking. When connected to the right systems, your voicebot can change delivery times, addresses, or cancel orders.

Use Case: VIVID's Voicebot
Housing association VIVID uses our Conversational AI Cloconcise answers t president email lists o their questions. The result is more time for customer service to handle complex customer requests, and the voicebot allows VIVID to offer 24/7 customer service.

CAIC vividYou can call VIVID outside of business hours and use the voicebot. Even when a customer decides to call during business hours, they can choose to speak to the voicebot instead of an agent. The ability to offer 24/7 customer service has revolutionized the VIVID customer service experience.

The support from CM.com was incredible. We felt like we had a direct line to the people we needed to talk to to get things done - Chantal Mitchell, Customer Experience Manager VIVID