When we talk about automation in contact centers, two terms often come up: chatbots and voicebots.
They’re frequently compared, sometimes confused, and often placed in competition. In reality, they solve different needs, for different moments in the customer journey.
Chatbot: when typing feels natural
Chatbots work best when customers:
• are already online
• want quick, structured answers
• prefer to read or type at their own pace
They are ideal for:
• FAQs and self-service
• order or request status
• simple troubleshooting
• guiding users through steps or forms
A good chatbot is efficient, fast, and discreet. It doesn’t interrupt, it supports.
Voicebot: when people just want to talk
Voicebots come into play when:
• customers pick up the phone
• urgency is higher
• typing is inconvenient or impossible.
They shine in:
• handling high call volumes
• answering repetitive voice requests
• appointment confirmations and reminders
• routing calls intelligently to the right agent.
A well-designed voicebot listens, understands intent, responds naturally, and knows when to involve a human.
So, the best CX isn’t about choosing a bot. It’s about choosing the right conversation — and knowing when a human matters most.
The human factor matters in both
Neither chatbots nor voicebots are meant to replace people.
They are about:
• removing repetitive work
• reducing waiting time
• protecting agents from overload
• leaving complex, emotional, or sensitive conversations to humans.
Technology handles the routine. People handle what truly requires empathy and judgment.
So… which one should you choose?
The real question is not whether it’s a chatbot or a voicebot. It’s where, when, and how customers want to interact.
• Digital-first customers? → chatbot
• Voice-first or urgent interactions? → voicebot
• Mature contact center? → both, working together.
The best experiences don’t force customers into a channel. They meet them where they are.
Once you know what fits your customers best, the next step is making it your own.
Design flows. Not code.
At Mediatel Data, chatbots and voicebots are built directly inside our CX platform — no coding, no external tools, no technical dependency.
Teams can build, adjust, and scale conversation logic visually, keeping full control over how interactions evolve across channels.
From retail to finance, healthcare to telecom, the Mediatel Flow Editor feature helps businesses design solutions tailored to their unique customer journeys. Whether you need a sales assistant bot, customer support agent, or AI-driven voice assistant, it delivers results.
Using an intuitive flow builder, teams can:
• design conversation logic visually
• adjust flows as business needs change
• test and optimize interactions in real time
• keep full control over customer conversations.
This means faster deployment, easier updates, and technology that adapts to people, not the other way around.
No coding required
Design and launch voicebots or chatbots without technical skills. Your teams can build and manage automation independently, directly from the platform.
Intuitive, user-friendly design
Create conversation flows easily with a visual, drag-and-drop interface that makes the entire bot logic clear, adjustable, and accessible to users of any skill level.
It’s not about bots. It’s about conversations.
Automation delivers real value only when it respects how people actually communicate. Not every customer wants to type. Not every interaction needs a human. But every conversation needs clarity, context, and intent.
We design conversational ecosystems — where chatbots, voicebots, and human agents work together, each adding the most value at the moment they do.
The future of contact centers is intelligently orchestrating conversations at scale, across channels.
Start with the conversation. We’ll take care of the technology.
