How to Integrate Generative Chatbots and Voicebots into a Unified Omnichannel Strategy

Integrating chatbots and voicebots with generative AI into a single strategy is the only way to ensure that automation enhances—not harms—the customer experience. In 2025, 60% of contact centers plan to invest in these solutions (Deloitte). Technology alone does not guarantee results: its effectiveness depends on operating as part of an omnichannel ecosystem with connected data, clear rules, and a balance between automation and human support.

When Technology Is Not Properly Integrated

A common mistake is deploying transactional bots to handle complex interactions without designing the full service flow. The result? Customers insist on speaking with a human agent because they feel the bot doesn’t understand their needs. This happens because:

• Channels are not connected, and information is not shared.
• There is no intelligent routing to direct each case to the right resource.
• Automation does not maintain context or an empathetic tone.
  
  

The Change with Generative AI and Integrated Management

With chatbots and voicebots operating within a connected architecture with unified data:

• Simple interactions are handled naturally and empathetically.
• Cases requiring human judgment are transferred with the full history, avoiding repetition.
• Customers are directed to the most suitable channel based on their needs, not technological limitations.
  
  

Functions and Evolution

• Chatbots: Automated support in text channels for frequent queries, basic support, and quick transactions.
• Voicebots: Automated voice support, ideal for complex or faster conversational tasks.

Technological Evolution

1. Transactional: Scripts and closed options. Cost-effective but rigid.
2. Conversational: More fluid interactions within predefined flows.
3. Generative: AI that understands context, responds without scripts, detects sensitive topics, and transfers when needed.
   
   

Strategic Uses in an Integrated Experience

• Early collections and pre-collections.
• Customer service with immediate resolution and intelligent transfer.
• Sales and renewals with upselling and cross-selling based on history.
• Post-sales support with proactive follow-up and automated surveys.
  
  

Measurable Results at Pentafon

In pre-collections, service, and sales over an existing customer base, generative AI applied to chatbots and voicebots has achieved:

• 20–50% cost reduction
• +11% NPS
• +14% productivity (interactions per hour)
• -27% complaints related to follow-up
• -30% average handling time (AHT)
• -25% detractors attributed to the contact center
• -59% call abandonment

Read the full Success Story by clicking here.

Key Benefits of Integration

• Operational efficiency: fewer repetitive tasks for agents.
• Consistent experience: same standards across all channels.
• 24/7 availability without increasing headcount.
• Controlled scalability.
• Sustained improvement in CX metrics.

Risks of Fragmented Adoption

• Disconnected experiences and repeated information.
• Low adoption of automated channels due to perceived lack of value.
• Limited impact on key performance indicators.
• Additional costs from unconnected systems.

In a market where customers value speed and personalization, generative AI chatbots and voicebots are critical tools. Their true value emerges when they operate in a unified ecosystem of channels and data. The goal is not to replace people, but to direct each interaction to the channel and resource that maximize satisfaction and efficiency. Fragmentation is the biggest risk; total integration is the only guarantee of success.