AI Voice Agent vs. Chatbot: Which Is Right for You?
Voice agents handle phone calls while chatbots handle text. Compare their strengths, use cases, and when to use each.
AI voice agents conduct real phone conversations using speech. Chatbots communicate through text on websites, apps, or messaging platforms. Both use AI to understand and respond, but serve different communication channels.
Key Differences
The fundamental difference is the communication channel. Voice agents operate on phone calls—callers dial a number and talk. Chatbots operate on text channels—websites, SMS, WhatsApp, or in-app chat. Voice agents require speech recognition and synthesis; chatbots only process text. Voice is synchronous (real-time back-and-forth); text can be asynchronous. Voice agents handle one conversation per call; chatbots can handle many simultaneous text threads.
When Voice Agents Win
Voice agents are better when the caller is driving or on the go (can't type), when the interaction is complex and benefits from back-and-forth dialogue, when your audience is older or less tech-savvy, when empathy and tone matter (healthcare, legal), when you need to replace a phone-based workflow (reception, scheduling), and when speed of resolution matters—speaking is faster than typing for most people.
When Chatbots Win
Chatbots are better when sharing links, images, or structured data (product catalogs), when the user wants to browse at their own pace, when conversations need to be asynchronous (user can reply later), when the interaction is simple (status checks, tracking numbers), and when you need to serve users already on your website or app.
Using Both Together
Many businesses benefit from both. A chatbot on your website handles browsing visitors, while an AI voice agent handles phone calls. The key insight: 60% of consumers still prefer calling businesses for urgent or complex issues. Having AI on both channels ensures you capture every interaction regardless of how the customer prefers to communicate.
Key Takeaways
- Voice agents handle phone calls; chatbots handle text-based interactions
- Voice wins for complex, real-time conversations and phone-centric workflows
- Chatbots win for visual content, asynchronous interactions, and web-based support
- Many businesses benefit from deploying both for complete channel coverage
- Phone calls remain the preferred channel for urgent or complex customer needs
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Frequently Asked Questions
The underlying AI can be similar, but voice requires additional speech technology. Arbol specializes in voice for the best phone experience.
Voice agents typically cost more due to telephony and speech processing. But they handle tasks (inbound calls, outbound campaigns) that chatbots simply can't.
It depends on your channels. If most of your customer interaction happens by phone, a voice agent may be sufficient. If you also get significant web traffic, adding a chatbot helps.
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