Voicebot - Sales FAQ
Q: What is a Voicebot?
A: Voicebot is an AI-powered voice assistant that automatically handles phone calls and converses with users in natural language.
Q: How is Voicebot different from traditional IVR?
A: Traditional IVR requires pressing buttons and navigating rigid menus. Voicebot understands natural speech - users speak in their own words, and AI understands intent and conducts natural conversation.
Q: What languages does Voicebot support?
A: Voicebot supports multiple languages including Polish, English, German, and other European languages. We configure the appropriate language for your organization.
Q: Will Voicebot replace our agents?
A: No, it supports them. Voicebot handles routine, repetitive inquiries (60-80% of calls), allowing agents to focus on complex problems requiring human approach.
Q: What happens when Voicebot doesn't understand the user?
A: Voicebot can:
Ask for clarification or repetition
Suggest alternative options
Seamlessly transfer caller to human agent with full conversation context
Q: Do users accept talking to a bot?
A: Yes, especially when:
They get quick answers (no queue waiting)
Problem is simple and repetitive (ticket status, password reset)
They can request human agent anytime
Studies show high acceptance for AI in simple scenarios.
Q: Is Voicebot available 24/7?
A: Yes, Voicebot operates non-stop, 365 days a year, without breaks, holidays, or time limits.
Q: Where does Voicebot get knowledge for answers?
A: Voicebot uses RAG (Retrieval-Augmented Generation) technology:
Retrieves information from your knowledge bases (ESM, SharePoint, Confluence)
Connects to ITSM to check ticket statuses
Generates answers based on real client data, doesn't invent information
Q: Do we need changes in our phone infrastructure?
A: No. Voicebot works through SIP trunk - simply redirect phone number. No changes to phone exchanges or additional hardware needed.
Q: Does Voicebot record conversations?
A: Recording is optional based on your requirements:
Requires your own storage bucket or we can provide hosting
We record only user utterances, not entire conversations
Stored securely according to GDPR
Configurable retention
Q: Can we edit conversation scenarios ourselves?
A: Yes, platform has intuitive drag-and-drop editor. You can:
Modify conversation flows
Add new scenarios
Change texts and questions
Integrate with new systems
We provide training for your team.
Q: How long does Voicebot implementation take?
A: Standard deployment takes 5 business days:
3 days: Voicebot configuration
2 days: ITSM integration
AICore/RAG integration: included
Requirements:
Client uses ITSM system
Complete customer cards in ITSM (first name, last name, phone number, email)
Required data available before starting
Note: Custom CRM integrations require separate analysis.
Q: Whose phone number does Voicebot use?
A: Deployment is performed on our numbering.
Q: How does testing work before production launch?
A:
Deployment on test environment
Internal testing (by us)
Testing with your team (UAT)
Improvements based on feedback
Approval and production launch
Q: Can we expand Voicebot after deployment?
A: Yes. You can:
Add new conversation scenarios
Expand to additional languages/countries
Integrate with additional systems
Modify existing flows
Q: How many concurrent calls can Voicebot handle?
A: Currently, we have 10 lines on SIP trunk. This can be increased based on your needs and expected call volume.
Q: How quickly can we launch Voicebot in a new country?
A: Number assignment in a new country takes maximum 1 business day. If Voicebot already supports the language, you can start immediately.
Q: How much do phone numbers cost in different countries?
A: Prices vary by country. Details available in price list.
Q: Do we receive reports on Voicebot performance?
A: Yes. You have access to dashboards with metrics: number of calls, call duration.
Q: "Our problems are too complex for a bot..."
A:
Voicebot handles routine, repetitive inquiries (60-80%)
Complex problems automatically routed to specialists
Agent receives full context collected by bot
Win-win: bot offloads routine, humans do what they do best
Q: "Users hate bots..."
A: Depends on implementation:
Bad: Rigid IVR, no escape option
Good: Natural conversation, quick help, escalation available
Q: Is a demo of the solution available?
A: Yes, we provide live demonstrations. The appropriate person from our team will present the demo and walk you through the Voicebot capabilities.
Q: Does Voicebot recognize gender?
A: No.
Q: What happens when someone calls from a restricted/private number?
A: When a call comes from a restricted number, we cannot verify if the person is in our database. In this case, an informational message is played and the call is ended. Alternatively, we can consider implementing additional verification options.