AI Voicebots for Customer Service: Benefits, ROI, and Real-World Impact
Prashanth Kancherla
Apr 10, 2025 | 8 mins read
Voicebots are changing customer service. With customers expecting fast, accurate responses 24/7, traditional methods like long wait times and manual call handling often fall short.
Voicebots bridge that gap, providing immediate, accurate responses while reducing businesses’ costs. Automating routine tasks allows human agents to focus on more complex issues, improving overall service efficiency.
These bots offer a simple solution to a persistent problem: meeting customer expectations while managing operational costs. Keep reading to know more!
What Is Customer Obsession?
Customer obsession is about placing your customers at the core of every decision you make. It goes beyond simply satisfying their needs—it’s about actively working to improve their experience at every touchpoint, anticipating what they want, and addressing their concerns before they even raise them.
What are the Benefits of Using Voicebots in Call Centers?
By integrating voicebots, you can automate repetitive tasks, improve customer satisfaction, and streamline your operations. Here’s how they can help:
- Faster Response Time: Instead of making customers wait in long queues or navigate through multiple menu options, voicebots can answer questions and complete tasks like checking account status or processing payments quickly.
- 24/7 Availability: Voicebots are available 24/7, allowing your call center to provide around-the-clock service without additional staffing costs. Customers can get assistance whenever they need it, even outside business hours.
- Handling High Call Volumes: Voicebots can manage a large number of calls simultaneously, which is often difficult for human agents. During peak hours or high-demand situations, this helps reduce wait times and allows your human agents to focus on more complex issues.
- Cost Savings: Voice bots can automate routine tasks like answering FAQs or processing simple requests, reducing the need for a large team of customer service agents and leading to significant savings in staffing and training costs.
- Personalized Interactions: Voicebots can use customer data (like past interactions or purchase history) to provide tailored responses. This creates a more personalized and relevant experience for each customer, improving satisfaction and loyalty.
- Error Reduction: Voicebots, once properly trained, reduce human error by precisely following set instructions and scripts. This results in fewer mistakes compared to manual handling of repetitive tasks, which leads to more accurate results for customers.
How Voicebot Scores Over Traditional IVR?
Voicebots are proving to be more efficient and customer-friendly compared to traditional IVR (Interactive Voice Response) systems. While IVR systems typically rely on preset menus and touch-tone inputs, voicebots use natural language understanding to engage in more fluid, human-like conversations.
This makes voicebots more adaptable and effective in handling a wide range of customer inquiries without the limitations of rigid, menu-based systems. Some key advantages of voicebots over traditional IVR:
| Feature | Voicebots | Traditional IVR |
|---|---|---|
| Natural Conversation | Understands and responds in natural language, enabling smooth, intuitive interactions. | Uses a rigid menu system with limited options, making interactions feel robotic. |
| Faster Response Times | Processes speech in real-time, reducing delays. | Requires customers to navigate multiple menu layers, increasing wait times. |
| Personalized Experience | Uses customer data to deliver tailored responses based on past interactions. | Provides generic responses, lacking personalization. |
| Reduced Wait Times | Handles simple queries without involving a human agent, minimizing wait times. | Customers often wait longer due to menu-driven interactions. |
| Improved Customer Satisfaction | Delivers quick, personalized service, enhancing the customer experience. | Can cause frustration due to rigid structures and difficult navigation. |
| Scalability & Flexibility | Easily scales with growing interactions, requiring minimal changes. | Requires manual adjustments and updates to accommodate higher call volumes. |
| Continuous Learning | Learns from interactions, improving over time to handle more complex queries. | Limited by predefined scripts, unable to adapt dynamically. |
5 Examples of Using Voicebot in a Call Center
Voicebots are becoming increasingly popular in call centers as they offer solutions for reducing workload and improving customer service. By automating routine tasks and providing real-time insights, these AI-powered tools can help businesses increase efficiency and streamline operations.
Here are five examples of how different companies have successfully used voicebots to enhance their customer service:
National Health Authority (NHA): Enhancing Healthcare Support with AI-Driven Speech Analytics
The National Health Authority supported over 55 crore Indians who needed hospitalization care by improving the performance of 900+ healthcare advisors working from home. By implementing AI-based speech analytics and sentiment analysis, they analyzed 100% of voice calls in real time.
This allowed the NHA to improve conversation quality and contact center efficiency, focusing on the tone, speech rate, and sentiment of healthcare advisors. The insights helped identify areas where advisors could improve, leading to better patient experiences and increased first-call resolution (FCR) and citizen satisfaction.
Sobha Realty: Boosting Sales Performance with Voice Analytics
Sobha used voice and transcription analytics to evaluate real-time customer conversations, which helped improve sales performance, conversion rates, and overall efficiency. With the implementation of voicebots, real-time insights were provided to sales agents, allowing them to improve their sales pitches and significantly reduce missed opportunities during site visits.
In just two months, sales agent productivity improved by 2%, and performance visibility was enhanced through a real-time dashboard. This allowed stakeholders, including supervisors and business heads, to clearly understand agent performance, campaign effectiveness, and real estate project success.
Muthoot Finance: Improving Debt Collections with AI-Powered Voicebots
Muthoot Finance integrated a voice bot specifically for payment reminders, which resulted in a steady call connectivity rate and an improvement in installment collections by 5-8%. Over five months, the voicebox made over 43,500 calls, contributing to business savings of Rs 2L.
The voicebot allowed agents to focus on more complex customer interactions by taking over repetitive tasks like payment reminders. This also led to better workforce utilization, as agents were reassigned to more impactful roles.
Big Basket: Optimizing Customer Experience with AI-Engineered Insights
Big Basket implemented voice bots to improve customer experience by analyzing real-time conversations and automating after-call work (ACW) for agents. The voice bot analyzed over 2 lakh conversations, identifying key customer complaints, such as issues with delivery delays or product quality, and providing insights for better resolutions.
Automating ACW saved over 750 hours, allowing agents to focus on handling more complex interactions. Additionally, Big Basket leveraged AI to automatically generate conversation summaries in its CX tool, improving the management team’s overall efficiency and decision-making.
Apollo 24/7: Streamlining Doctor Appointments with AI Voicebots
Apollo 24/7 automated appointment scheduling for over 500 doctors using a voicebot, allowing patients to book, cancel, or reschedule appointments with ease. This system has since expanded to automate appointment scheduling for over 8,100 doctors, saving agents valuable time. By automating this manual process, agents can now focus on more meaningful tasks, leading to better resource allocation and improved overall service efficiency.
How to Calculate Voicebot ROI
Calculating the Return on Investment (ROI) for voicebots in call centers involves evaluating how the technology improves efficiency, reduces costs, and enhances service quality. By assessing these factors, businesses can determine the financial benefits of adopting voicebots.
Key Factors in Calculating Voicebot ROI:
- Cost Savings from Automation: Voicebots handle repetitive tasks like payment reminders, appointment scheduling, and call routing, which reduces the need for human agents to spend time on such tasks. This leads to lower operational costs.
- Increased Efficiency: Voicebots process customer inquiries faster than human agents, reducing call wait times and speeding up resolution. The faster the resolution, the more cases an agent can handle, improving overall efficiency.
- Reduced Agent Workload: By taking over routine tasks, voicebots free up agents to focus on more complex issues. This leads to better resource allocation and potentially higher productivity across the team.
- Improved Customer Experience: Faster and more accurate responses from voicebots lead to higher customer satisfaction and increased loyalty, which can translate into higher revenue over time.
For example, Apollo 24/7 automated appointment scheduling for over 500 doctors, reducing manual work for agents. This system has expanded to schedule appointments for over 8,100 doctors. This not only saved agents time but also led to better resource management, optimizing operational costs, and enhancing customer satisfaction.
How Ozonetel AI Voicebots Solutions Help Call Centers
Ozonetel’s AI voicebots are built to streamline operations in call centers, automating routine tasks and enabling efficient customer service. These voicebots allow businesses to handle customer queries round-the-clock, ensuring quick responses and minimizing agent workloads.
Ozonetel’s voice bots can understand and process conversations in real time, delivering natural, context-aware interactions. When necessary, they seamlessly integrate with human agents, balancing automation and human empathy. Thus, they are valuable tools for improving call center efficiency.
Some features of Ozonetel’s AI voicebots:
- 24/7 Availability: Ozonetel’s voicebots can respond to customer inquiries at any time, ensuring your contact center is always available, even outside business hours. This boosts customer satisfaction by addressing their needs promptly.
- Efficient Self-Service: Voicebots handle simple, repetitive tasks like answering FAQs or checking account details. This reduces the number of routine calls that agents must handle, freeing up time for more complex interactions.
- Automated Reminders and Follow-Ups: Automate tasks such as payment reminders or follow-up calls. The voicebot delivers personalized messages, improving customer engagement and ensuring timely actions without manual intervention.
- Seamless Agent Handover: When needed, the voice bot intelligently routes customers to a live agent. This ensures that customers receive help from a human when necessary, maintaining a smooth experience.
- Real-Time Processing: The bot processes customer input in real-time, quickly understanding and responding to queries. This improves response times and ensures more efficient service.
For example, one of India’s leading rural NBFCs (Non-Banking Financial Companies) implemented Ozonetel’s voicebot to automate loan repayment reminders. The voicebot made automated calls to 5 million customers each month, delivering personalized messages that included the customer’s name and due amount.
This resulted in a 50% faster turnaround time compared to manual calls. The process was fully automated, reducing operational costs and freeing up human agents to handle more complex tasks.
How Ozonetel Can Help
Generative AI powers tools like chatbots, virtual assistants, and automated email systems that handle customer support tasks. These tools can provide quick answers to frequently asked questions, resolve common issues, and route more complex queries to human agents. The result is faster service, higher customer satisfaction, and reduced workloads for customer service teams.
Moreover, tools such as Ozonetel leverage Generative AI to provide an array of tools designed to improve customer service efficiency and enhance customer experience (CX) across various channels.
Ozonetel’s platform offers AI-powered solutions like chatbots, virtual assistants, and automated email systems, which help handle customer support tasks. These tools can quickly answer common questions, resolve recurring issues, and route more complex queries to human agents. As a result, you can streamline operations, provide faster service, and ensure higher customer satisfaction, all while reducing the workload of your support teams.
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Conclusion
A customer-centric business thrives on delivering seamless, personalized experiences across every touchpoint. This is where AI-driven solutions like Ozonetel’s oneCXi come in—helping enterprises engage, convert, and retain customers with precision.
With AI-engineered tools such as CXi Agents, businesses can automate workflows, analyze conversations in real time, and integrate effortlessly with existing platforms. This streamlines operations and makes sure that every customer interaction is meaningful and value-driven.
As brands increasingly prioritize customer-centricity, using AI-driven platforms like oneCXi becomes important to deliver cohesive experiences, understand customer needs, and maximize lifetime value.
Discover How Voicebots Enhance Customer Experience
Frequently Asked Questions
AI voicebots for customer service are automated systems that use artificial intelligence to interact with customers through voice. They can handle tasks like answering queries, providing support, and processing requests while mimicking human conversation. These voice bots help businesses improve efficiency, reduce human workload, and provide 24/7 customer support.
An example of a voicebot is the one implemented by Muthoot Finance for payment reminders. The voice bot made the process of reminding customers about payments more efficient, maintaining steady call connectivity while increasing installment collections by 5-8%. In just five months, it made over 43,500 calls and helped save Rs 2L. This allowed the company to reassign human agents to other tasks, improving workforce utilization.
A customer is an individual or entity that purchases goods or services from a business. Customers are essential to a business’s success, as their needs and satisfaction drive growth and sales.
