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  • 1.  Voice Bots or Digital Bots?

    Posted 2 days ago

    What are you working with more these days: voice bots or digital bots?

    And where do you see the biggest growth happening in the next few years?


    #General

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    Juliano Fernandes Mendes Pimentel De Paiva
    Genesys Analyst
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  • 2.  RE: Voice Bots or Digital Bots?

    Posted 2 days ago

    Hi Juliano, 

    Lately I've probably been working more with digital bots, especially around knowledge integration, self-service flows, and customer journey orchestration.

    That said, I still think voice bots are going to keep growing significantly as conversational AI, transcription accuracy, Agent Copilot, and real-time integrations continue improving in Genesys Cloud.

    Personally, I think the biggest growth over the next few years will be around:

    • hybrid AI journeys

    • voice + digital continuity

    • and AI-assisted orchestration across channels rather than treating bots as isolated experiences.

    Especially where context follows the customer seamlessly between self-service, voice, messaging, and agents. Interested to hear from others too.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 3.  RE: Voice Bots or Digital Bots?

    Posted 2 days ago

    Besides what Phaneendra Avatapalli mentioned, I also think voice bots may become a strong trend here in Brazil, especially because of the newer alphanumeric CNPJ format. This may create more demand for better automation and validation in voice journeys.



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    Luiz Rosa
    Full stack developer
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    Original Message


  • 4.  RE: Voice Bots or Digital Bots?

    Posted yesterday
    I believe both approaches are very good, and a hybrid model tends to work best. However, each one can also perform very well independently-it really depends on the business rules of each client. Here in Brazil, we usually make some adjustments since the market is a bit different from the global one.


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    Victor Soares
    Gerente técnico
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    Original Message


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