Audio Support: Introducing Voice Messages

Today we are excited to announce the launch of voice message support capabilities to all customers. This new feature enables users to send audio recordings during interactions, creating an even more natural and efficient customer service experience.

Audio Support

The integration of voice message support allows customers to share information verbally with the botBrains AI chatbot. This capability eliminates the need for customers to type out lengthy explanations or complex issues. botBrains accurately transcribes and understands spoken language, identifies tone, and processes verbal descriptions of problems. This audio intelligence bridges the gap between what customers can type and what they can more easily explain verbally. The result is a more human-like interaction, reduced support time, and a more accessible experience for all users.

Use Cases

botBrains voice message support addresses real-world customer service needs across various scenarios. It enhances communication and provides options for users who prefer speaking over typing.

Frictionless Communication

Customers can simply record their questions or concerns instead of typing them out, creating a more natural conversational flow:

Support on the Go

Customers can send voice messages while walking, driving (hands-free), or in situations where typing is inconvenient, ensuring support is available wherever they are

Complex Issue Description

Customers can verbally explain nuanced problems that would require lengthy text descriptions, making it easier to convey the exact nature of their issue

Audio Troubleshooting

Sometimes describing a problem verbally provides crucial details that might be missed in text. Our voice message support offers a convenient way to share information without typing lengthy explanations:

Accessibility

Voice messages make our support more inclusive and accessible to a wider range of users:

Voice message support represents a significant advancement in making AI customer service more human and accessible," said Liam van der Viven, Co-Founder & CTO of botBrains. "By allowing customers to communicate in the most natural way possible—through their own voice—we're removing barriers and creating support experiences that feel more effective and quick. This feature is especially important for accessibility, ensuring that everyone can access the support they need regardless of their abilities or circumstances.

Visual Impairment Support

Customers with visual impairments can communicate through voice messages rather than relying on screen readers and typing. This creates a more direct and intuitive support experience for users who navigate primarily through audio interfaces. Our models are much better at understanding voice than build in speech recognition systems. We do rely on screen readers for speaking back the answers.

Typing Difficulty Accommodation

Customers with mobility limitations, like arthritis, or other conditions that make typing difficult can easily interact through voice messages. This removes barriers to support for these users and ensures equal access to assistance. Voice input allows them to express their concerns naturally, without the physical strain or frustration that typing may cause. Additionally, it empowers users who may have temporary injuries, neurological conditions, or age-related limitations to seek help independently and confidently. By offering voice-based support, businesses can create a more inclusive and human-centered customer experience that respects diverse abilities and needs.

Language Barrier Navigation

In Germany, 6.2M adults aged 18-64 have limited reading and writing skills in German (12% of the population, 2018). botBrains has always been designed to work with 24+ languages and voice messages will be available in all of them. This means that users can communicate in their native language, even if they struggle with reading and writing.

Voice-Enabled AI Support

botBrains continues to pioneer innovations in AI customer support. With the addition of voice message capabilities, businesses can now offer their customers a more flexible, accessible, and human-centered service experience that meets them where they are—whether that's through text, images, or now, the sound of their voice.