This release update provides an overview of the new Voice Bot feature.

Voice bots are chatbots operating in the voice channels. They can understand speech and talk with people like a human agent. Like chatbots, voice bots can run automated chat flows for various purposes, put data into your CRM and transfer calls to the appropriate agents.

Voice bots use Natural Language Processing (NLP) to interpret words. When it comes to giving replies, voice bots can either use pre-recorded audio files or Text-to-Speech (TTS) technology. 

If you are providing customer service in voice channels, voice bots are a perfect solution. For large numbers of incoming requests, voice bots significantly improve customer service. They can answer calls around the clock and save customers from lengthy waiting for an available agent.

To learn more about using voice bots, see this article.