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Voice assistants can automate repetitive tasks, such as answering FAQs, resolving common issues and handling other simple customer inquiries. This can reduce the workload on human agents, freeing them up for more complex tasks and lowering operational costs.
Voice Assistants
While Conversational AI chatbots have revolutionized text-based conversations, voice assistants have long promised to redefine the way we engage with technology, offering an even more natural and intuitive experience.
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Understanding voice assistants
Conversational AI (CAI) voice assistants are software applications powered by AI designed to talk with people using spoken human language. In other words, it’s how to make AI speak.
These voice assistants rely on great conversation design and cutting-edge technologies to understand spoken commands, answer questions, and perform tasks.
However, to deliver great experiences, the challenge is steeper than with text-based Conversational AI applications. This is because humans communicate in a less organized way when speaking than when writing. The AI has to work harder to properly understand the meaning behind the sounds we are making when we speak.
AI voice assistants employ sophisticated algorithms to analyze and interpret human speech. By leveraging machine learning and natural language processing (NLP) techniques, these assistants can be continuously improved over time. And now, with the advent of LLM’s and Generative AI, the flexibility of voice assistants in both understanding and delivery is expected to increase dramatically.
Voice assistants, also known as voice bots or virtual assistants, can be deployed via various channels, including smartphones, smart speakers, call centers and integrated products. CDI experts have gained experience in products ranging from Google Home units, talking coffee machines, telephony IVR for health insurers and much more.
Types of voice assistant
There are two main types of voice assistant:
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Declarative voice assistants
Much like chatbots, these voice assistants follow predefined rules and patterns to address user queries. They are ideal for managing structured interactions and delivering consistently correct information. This means that they can only react to unanticipated requests by going into some form of error handling (which might include handing over to a human agent).
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Generative voice assistants
Generative voice assistants can generate speech, translate languages and answer questions in an open-ended manner, even using humor or sarcasm. This makes them a great option for complex interactions and less predictable situations.
However, the practical application of generative voice assistants is somewhat limited by their propensity to making up answers (‘hallucinating’) or simply making mistakes. This risk can be offset to some extent by using Retrieval Augmented generation (RAG) solutions: grounding the answers in a predefined data set, such as a corporate knowledgebase. Even then though, it’s necessary to create coded guardrails - in short: there’s no ‘easy fix’.
How CDI can help
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What are the benefits of voice assistants?
What can voicebots be used for?
Voice assistants can be used in many different ways. Practically any application where one can imagine either picking up the phone and calling with a query, or simply asking a real person for help. Let’s look at some examples:
Customer support
Voice assistants can handle customer inquiries, provide real-time support, and assist with issue resolution, improving customer satisfaction and reducing support costs.
Call center support
Voice assistants can augment call centers, handling routine inquiries and providing initial support, reducing wait times and improving agent productivity.
Sales and Marketing
They can offer product recommendations, assist with order processing, and facilitate personalized marketing campaigns, driving sales and revenue growth. Consider also the possibilities of pro-active voice assistants.
Employee support
Voice assistants automate HR tasks, provide onboarding and training materials, and connect employees to internal resources.
Patient admin
Voice assistants provide medical information, schedule appointments, and manage patient records, improving patient engagement and satisfaction.
Product integration
Voice assistants can be integrated into products, such as smart speakers and home appliances, to provide hands-free control and guidance.
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Learn more about Voice Assistants
CDI Method
Learn the conversational AI workflow that is helping teams around the world create human-centric and inclusive conversational AI Assistants. This course is the starting point for both managers and functional teams wanting to learn about creating great chatbots and voice applications.
Behavior Design Module
Learn what makes people act, and learn how to apply behavioral psychology in your Conversational AI. Create great experiences for your customers.
Conversational Engineer
The Conversational Engineer course is your gateway to understanding the business, technical, and operational aspects of Conversational AI.
CDI Workflow
Learn the Conversation Design Institute workflow with extra attention to human-centricity, sample dialogue, flowchart design, wizard-of-oz testing, and long-tail design.
Training and Certification
Discover our courses and certification programs for creating winning AI Assistants and enterprise capabilities. Get started today.
FAQs
What are voice assistants?
Voice assistants are AI-powered systems that let people interact with technology using their voice. They can answer questions, perform tasks, or control devices. Examples include Siri, Alexa, and Google Assistant — but the same design principles now power next-generation IVR systems in contact centers. At CDI, we help teams design these experiences so they sound natural, helpful, and human.
How do voice assistants work?
Voice assistants use speech recognition to understand spoken input, natural language understanding (NLU) to interpret intent, and voice synthesis to reply. Conversation designers shape how these systems listen, respond, and guide users, ensuring the experience feels effortless. This approach is also transforming IVR systems, helping them move beyond menu trees into natural, context-aware dialogue.
Are voice assistants the same as chatbots?
They’re closely related. Both use conversational AI, but voice assistants communicate through speech, while chatbots use text. Conversation designers apply the same design principles to both, focusing on tone, structure, and timing, whether for a screen-based chatbot or a voice-driven IVR experience.
What are digital or virtual voice assistants?
These are software-based assistants (not tied to a specific device) that live inside apps, vehicles, or services. They help users complete tasks hands-free. CDI trains professionals to design virtual assistants that perform well and reflect brand personality through carefully crafted voice and tone.
How do you design a voice assistant?
Start by understanding your users, what they want to achieve, how they speak, and in what context. Then apply CDI’s Conversation Design Standards Framework, which combines psychology, linguistics, and technology to create clear, inclusive, and engaging dialogue. The same process can be used to improve existing IVR systems, turning rigid menus into smooth, conversational flows.
How do you build an AI voice assistant?
Building a voice assistant involves combining speech recognition, natural language understanding, and text-to-speech technologies. Conversation designers, AI trainers, and engineers work together to define user journeys, tone, and voice personality. CDI’s programs teach how to bring these elements together, whether you’re creating a new assistant or upgrading an IVR system.
What makes a good voice assistant?
A good voice assistant listens well, speaks clearly, and understands context. It should be fast, accurate, and respectful of privacy. Most importantly, it should sound natural, clear, consistent, and empathetic. The same design principles make next-generation IVRs more enjoyable and effective for users.
What are voice assistants used for?
Voice assistants help people search, schedule, shop, learn, and control smart devices. They’re used in homes, cars, offices, and customer support systems, even in call centers through modernized IVR solutions. CDI’s training helps teams design for all these contexts, ensuring every experience is human-centered.
What are AI-powered voice assistants?
AI-powered voice assistants use machine learning and large language models to understand complex speech and context. They can personalize experiences and adapt over time. CDI trains professionals to design these systems ethically and responsibly, setting the same standards for future-ready IVR systems.
How is conversation design used in voice assistants?
Conversation design defines how a voice assistant listens, responds, and feels. It covers everything from phrasing to pacing and emotion. CDI’s Conversation Design Standards Framework helps teams create consistent, human-centered voice experiences, including conversational IVRs that truly listen.
Will AI voice assistants replace humans?
No, they’re built to support humans, not replace them. Voice assistants handle routine or assistive tasks, while humans bring empathy and decision-making. CDI emphasizes collaboration between people and AI, especially in customer service where IVR and human agents work side by side.
How can I create a voice assistant for my business?
Start by identifying a clear user need, like booking, onboarding, or support and design a simple, focused voice experience around it. Use a platform such as Alexa Skills Kit, Google Actions, or an IVR platform enhanced with conversational AI. CDI offers training and consulting to help teams design voice assistants that reflect their brand and values.
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Our seasoned experts help brands to design, build and maintain best-in-class AI assistants. So if you want to hit the ground running or you need help scaling your team, get in touch.
