AI telephone assistant vs. chatbot: The direct comparison for craft businesses

There are various customer service options available to companies, including AI telephone assistants and chatbots. But how do customers want to talk to companies today and which technology is better suited to the craft sector? In this article, you'll learn about the differences between voice agent and chatbot and find out which is better suited to your company's needs.

What is an AI phone assistant?

An AI phone assistant is a software-based solution that automatically receives, understands, and processes calls. It uses artificial intelligence for voice recognition, dialogue and tasks such as making appointments, recall management or fault reports. The voice agent combines the functions of a classic answering machine with intelligent customer service in real time.

What is a chatbot?

A chatbot is a digital program that makes automated conversations with users. It uses predefined rules or artificial intelligence to answer questions and complete simple tasks. Chatbots are usually used in text form, for example on websites or in messengers, and are used to communicate with customers, make appointments or share information — around the clock and without human intervention.

AI phone assistant vs. chatbot: What's the difference?

An AI telephone assistant differs from a chatbot in terms of its channel and capabilities: While chatbots conduct written dialogues via websites or messengers, an AI telephone assistant works voice-based on the telephone. It has an understanding of natural language, answers calls, makes appointments or forwards important topics to employees. Chatbots are mostly text-based and reactive, telephone assistants are proactive, context-aware and practical.

The following is a comparison between AI phone assistant and chatbot:

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What more can a voice agent do than a chatbot?

Unlike a chatbot, a voice agent can understand more complex processes, act proactively and communicate more naturally via voice. It has the following compared to a chatbot:

• More natural communication: Voice agents work with spoken language and enable intuitive, human-like interaction. Customers don't have to type, but can freely formulate their concerns.
• Higher level of automation: In contrast to chatbots, which are often limited to standard questions, a voice agent can independently carry out tasks such as making appointments, call back planning or call forwarding.
• Proactive action: A voice agent recognizes the context, asks questions and independently initiates next steps. Chatbots usually only respond to input.
• Integration into business processes: Voice agents can be connected directly to telephone systems, calendars or ERP systems and actively process data. Chatbots are often limited to websites or messengers.
• Efficiency at high load: Several calls at the same time can be processed in parallel, without waiting times. Although chatbots are also scalable, they do not cover telephone contacts.
• Better customer experience: Customers often feel more at ease over the phone because language seems more personal and problems can be solved more directly.

When is an AI telephone assistant worthwhile?

An AI telephone assistant is worthwhile when the company receives many calls and cannot be answered reliably by employees. Craftsmen in particular benefit, as calls are often received during construction site assignments or outside office hours and are otherwise lost.

An AI telephone assistant is particularly worthwhile:

• If there is a high volume of calls: It answers several calls in parallel and prevents missed customer contacts.
• For appointment and recall management: It coordinates appointments, creates recall lists and relieves office workers.
• Outside business hours: It guarantees 24/7 availability and increases customer satisfaction.
• If there is a shortage of skilled workers: It reduces pressure on employees and replaces expensive call center services.
• For structured request management: It filters calls by urgency, records fault reports and only forwards relevant cases.

When does a chatbot make sense?

A chatbot is particularly useful in online sales, but less so in traditional craft businesses. It is particularly worthwhile on sales platforms, in e-commerce shops or on service portals, where many customers make digital inquiries at the same time.

A chatbot is particularly worthwhile:

• For sales and service platforms: He guides customers through the buying process and answers product questions.
• For frequent standard inquiries: For example, delivery times, prices or opening hours.
• For lead generation online: It intercepts interested parties on websites or social media and forwards them.
• As an addition to support: It pre-filters routine questions and submits more complex concerns to employees.
• For digitally savvy customers: Many online shoppers prefer chat over telephone.

Conclusion: Which solution is better for craft businesses?

For Craftsmen is an AI telephone assistant The better solution, because customers usually call directly and expect quick help. A chatbot is more suitable for sales platforms or online shops, where many digital inquiries are processed simultaneously. The use of an AI telephone assistant is therefore recommended for businesses in the craft sector.

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AI phone assistant or chatbot? Find out the difference and which solution really benefits craft businesses.

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