Chatbots and voice assistants with AI: Yevhen Kasyanenko on improving service

That’s why more and more companies are starting to use chatbots and voice assistants. These are no longer just a gimmick to “show investors,” but a fully functional tool that can really boost customer service.

But, as is often the case, simplicity at first glance hides some subtleties. It seems simple: you put a bot on your website and now it talks to everyone on its own. But after a while, it turns out that the bot gets confused by questions, gives template answers, and at best causes confusion, and at worst, irritation. And now, instead of help, you have an extra headache.

Yevhen Kasyanenko, a leading specialist at KISS Software, puts it bluntly:

“A good bot is not just a set of templates. It must understand who it is talking to, why, and in what context. And most importantly, it must speak like a human being, not like a cabinet assembly instruction manual.”

At KISS Software, we know firsthand how to turn a digital assistant into a truly useful employee who works without days off and doesn’t spoil the mood of customers, rather than just another “robot for the sake of it.” In this article, we will tell you how such solutions are created, what to consider at the start, and what pitfalls are best to avoid. Evgeny will share his experience, and we will add a couple of stories from practice — honest, without embellishment or marketing hype.

What are chatbots and voice assistants — description, what is their main task?

Let’s start with the basics. A chatbot is not some kind of “robot from the future.” It is a program that can correspond with your customers directly in a messenger, on a website, or in an application. And it does this 24/7, without fatigue or lunch breaks.

There are two types of such assistants:

• The first is simpler; it follows clear scenarios. The customer asks a question, the bot checks the flowchart and gives a ready-made answer. Everything works until the question goes beyond the usual.
• The second type has a brain. It doesn’t just respond to keywords, but really understands what the person wants to say. It understands not only the phrase, but also the meaning behind it. Such a bot can maintain a normal dialogue, ask clarifying questions if something is unclear, and even throw in a joke to make the conversation not only useful, but also enjoyable.

Now about the voice. Voice assistants are the same bots, only instead of chatting with them, you can simply talk to them. Just like with a real person. You ask, “How much is delivery?”, “Where is my order?”, “Connect me to a manager,” etc., and you get an answer out loud, without clicks, menus, or searches.

And most importantly, this isn’t some futuristic concept from a movie. All of this is already working, and more and more companies are incorporating such assistants into their services. According to forecasts, in a couple of years, 8 out of 10 businesses will use them to communicate with customers. Because it’s faster, easier, and more convenient, especially for those who value their time and don’t want to figure out interfaces.

Chatbots and voice assistants are about care. About making sure the customer gets help when they need it. Quickly. Simply. Without irritation. That’s exactly how we create them at KISS Software.

“When 80% of companies already use chatbots and voice assistants, it’s not just a trend, it’s a new standard of service. Not catching up, but staying ahead—that’s the task of business today,” says Yevhen Kasyanenko with confidence.

In the eyes of our specialist, AI assistants can do much more. And in this race, the winner will be the one who takes advantage of the opportunity first.

Using chatbots and voice assistants – key features and benefits

Let’s take a look at the most popular features for using chatbots and voice assistants, as well as how they can help improve your business.

Service automation

Even small businesses have days when customer requests come in a steady stream. For large companies, this is a daily routine. The same questions and clarifications are constantly repeated, causing the support service to growl through clenched teeth, unable to respond to all chats in time. 

For a chatbot, this problem does not exist. Process all requests at once, answer questions, and place orders in parallel? This is not a problem for artificial intelligence.

For example, an online store’s chatbot instantly tracks the availability of goods in stock or the status of an order in the database. This is already a reality today!

Data collection and analysis

Every interaction with such an assistant leaves a trace. It remembers everything: what is asked most often, how to respond more clearly, which offers appeal to customers and which do not. It is like an attentive observer who collects useful information bit by bit. Thanks to this, businesses can better understand their audience, build more accurate marketing strategies, and the bot itself becomes smarter over time. It begins to speak to the point, does not get lost in complex questions, and becomes a real part of the team.

Personalization

A good assistant does not just respond, it remembers what interests you, what you have already ordered, and what your life is like as a customer. Therefore, instead of using template phrases, it can recommend something that is truly useful and relevant.

For example, if you ordered coffee without sugar and with plant-based milk through the app, the next time the voice assistant won’t offer you a latte with syrup, but will immediately say, “Repeat what you had last time?” Convenient? You bet!

This approach makes the service truly friendly, increases trust, and helps businesses not just sell, but build relationships.

Scalability

Unlike live employees, chatbots and voice assistants don’t get tired, don’t take vacations, and don’t go home at six in the evening. They are available around the clock, answer questions, help with orders, clarify details, even if the customer writes at three in the morning.

And what’s especially cool is that they don’t care how many people contact them at the same time. Whether it’s ten or a thousand. This is especially helpful during sales or promotions, when the flow of requests increases dramatically. Where a regular operator would be overwhelmed, a bot will continue to work calmly, without nerves, and with the same quality.

Cost-effectiveness

Training and maintaining customer service employees is a significant expense for any business. AI assistants can reduce this expense to almost zero because they take on all routine tasks. The saved budget can be reallocated to other tasks.

“Real statistics for today: more than 70% of requests in banks are handled by voice assistants and do not involve live operators,” notes Yevhen Kasyanenko.

Types of chatbots and what tasks they perform

The possibilities of neural networks are virtually limitless! But there is always a BUT. There are different types of chatbots, and it is important to select and configure them according to the specifics of a particular business.

By type of interaction

A bot can communicate with a customer in two ways:

• Text – through messages in messengers or chats. They are convenient for sending mailings and providing online consultations. For example, bank chatbots show account balances and help plan payments.
• Voice – recognizes speech and responds verbally, interacting with the customer through voice commands. Often found in call centers and smart devices that communicate fully with humans. For example, Apple’s Siri or Google Assistant.

By degree of complexity

Not all bots are required or capable of performing complex tasks. Programs are divided by level of “intelligence” into:

• Scripted. They have clear instructions and only work according to them in a “question-answer” scheme. They usually contain several buttons and responses to them. They are suitable for solving simple, typical tasks. For example, a chatbot for delivery, where there are buttons for selecting a city, payment method, and pickup address.
• Template-based. They can catch keywords in questions and understand a little bit of what a person is writing. For example, a technical support bot “hears” important words and substitutes pre-prepared answers.
• Not too complicated, but fast and convenient for simple requests. Bots with AI. The most advanced bots learn on the fly, remember context, and understand the general meaning of the conversation. They conduct a full-fledged dialogue, take into account the mood of the interlocutor, and adjust their responses. For example, a smart home voice assistant remembers your habits and automatically adjusts the lighting and temperature.

“There is no universal bot for all occasions, just as there is no single pill for all diseases. The right bot is one that solves specific tasks for your business here and now, rather than just following the trend.” – shared Yevhen Kasyanenko, the main rule of selection. 

By area of application

Bots can have their own shell, but it is more profitable for a business to have an assistant that integrates with other applications. Assistants can work:

• In messengers. Chatbots can correspond in Telegram, WhatsApp, and Facebook Messenger on behalf of the company. For example, through a Telegram bot in a restaurant’s messenger, you can book a table or order takeout.
• On the website. Online chats with bots on websites help you choose a service. They can place an order or advise a customer. For example, an assistant on a travel agency’s website selects a tour based on the buyer’s request and capabilities.
• By phone. In call centers, voice bots make and receive calls, recognize questions, and generate answers. For example, mobile operator bots report account balances and help change rates.
• In the app. A smart assistant is integrated into an app on a phone or computer. For example, in a fitness app, a chatbot recommends new workouts and praises personal progress.

Implementing AI assistants: why it is important to turn to professionals

A robot out of the box works perfectly only in fairy tales. For it to be effective, it needs to be configured correctly and accurately.

“Launching an assistant is not just about turning on a new thing. The main thing is to configure it so that it really helps customers, rather than annoying them. Without experience, it’s easy to make a solution that doesn’t work. That’s why it’s better to trust those who know both technology and business processes,” notes Yevhen Kasyanenko.

Why should you turn to KISS Software?

1. Quality. We create customized solutions for your business needs. We use all the capabilities of AI technologies to do this.
2. Security. We work according to international security standards. Customer data protection is guaranteed!
3. Support. We constantly update our products and provide round-the-clock technical support. We guarantee the stable and effective operation of all bots.

In conclusion

Chatbots and voice assistants are not just a trendy toy “because everyone else is doing it.” They are real helpers that relieve your team of routine tasks, improve service, and save time (yours and your customers’).

But it is important not just to “turn on” the bot, but to make sure that it really helps when needed and in the right way.

If you want to implement this in your company, don’t try to figure out the details on your own. At KISS Software, we’ve been down this road many times and know exactly what works and what doesn’t.

Write to us right now, and we’ll chat, sort everything out, and find a solution for your business. No fluff or magical promises. Just what really works.