We are beyond excited to announce that Hatch voice AI is finally here! And it brought along with it a brand new bot building interface! Read on to learn what’s new, how it works, and why it’s important.
The new Hatch Voice AI
At last, Hatch voice AI is here. We’ve been coding, prompting, testing, and configuring for months and we couldn’t be more proud or excited to share the result with you.
What it is: Conversational voice AI that has live phone conversations with your customers. In this first iteration, it’s handling inbound calls only. In May, it will be handling outbound calls as well.
Use cases: Inbound call voice AI can, of course, be used for any scenario in which someone would contact your business, but it’s particularly useful for overflow and after hours. Once we add in outbound calling, it can be used to outreach new leads to set appointments and follow up on requests, to confirm appointments, and much more.
Here's a sample clip just to give you a feel:
Features: We’ll get more into the features below, but a few to note are:
- Available now:
- Inbound call answering
- Choose from multiple voice types
- Transcripts and recordings
- Best practice templates by use case
- Coming soon
- Outbound call
- Create your own voice
- Live transfers - transfer to a CSR on the same call
How it works: You’ll learn more in the next section. Plus, head to our voice AI webinar recording and recap for a deeper dive. You can also get more information and listen to more sample conversations in our Voice AI page.
Benefits of Hatch voice AI
- Never miss a call: Stop missing calls due to high call volume or calls coming in after hours, and set more appointments.
- Eliminate third-party answering services. These can be costly, and outsourced reps don’t know your business like you do.
- Stay agile. Capitalize on higher lead volumes without having to hire additional staff; and conversely, scale back during slow seasons without having to reduce headcount.
- Better customer experience. AI never has a bad day. Your customers get a friendly, professional, consistent experience with fast service.
- Better employee experience. Let AI handle those repetitive conversations and filter out unqualified leads all day long so your humans can focus on more gratifying work that moves the needle.
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The new AI playground
Hatch’s new voice AI also comes with a new bot building experience that we have come to call “The Playground.” This will serve as the interface moving forward for any AI bot—voice, SMS, and email.
What it is: We call this new bot-building interface a playground because the Hatch AI experience isn’t a rigid one. In this interface, you can:
- Build a custom bot with the materials of your choosing
- Test, break, and experiment with it
- Set it live and interact with customers alongside it
- Come back to make refinements to continually develop your bot—just as you would coach and develop a human employee.
It’s an environment that allows you to build, deploy, and optimize AI with confidence.
A brief tour of the Hatch AI playground
You can get all the details in the voice AI webinar recording and recap we mentioned earlier, but here’s a quick gist.
- Persona tab: This is your bot’s personality, how you want it to sound and feel with customers. Also where you can restrict it from talking about appointment days and times if you don’t have your calendar integrated.
- Knowledge tab: This is your bot’s brain. You can feed it with a business profile (very much like a Google Business Profile), FAQs, document uploads, and CRM data. This prevents your bot from hallucinating (aka providing inaccurate information).
- Decision tree: This is your bot’s “script,” not a verbatim script to recite, but its instructions on what information you want it to gather and provide, and how to behave based on different outcomes and scenarios.
- Bot commands: This is a key functionality within the script where you can give the bot commands, including: Transfer to a human, Extract details from the conversation, Consult specific sections of your CRM or Knowledge tab, Book on your calendar, or End the conversation according to custom dispositions.
What’s different from the old experience:
- Simpler interface: Same detailed customization but with fewer settings, boxes, and tabs to learn and keep track of.
- Custom dispositions that you create and control
- Bot response times: You can choose whether you want the bot to respond right away, or maybe delay a little bit to give it more of a human touch.
- FAQ and document uploads: In addition to your business profile, you can now feed the bot’s knowledge with FAQs and documents. This is an even easier way to feed the bot’s brain with custom information which, in the old experience, was taken care of by custom business profile properties.
- One script: You’ve always been able to tell the bot what information to gather, what to do if it detects an objection or other key sentiment, and what action to take based on the outcome of the conversation. In the old interface, these instructions were broken up into different settings, tabs, and prompt dialogues. In the new interface, it’s all in one place, with the above-mentioned slash commands, making it easier to prompt your bot exactly the way you want it to behave, and allowing conversations to flow even more naturally.
What makes Hatch AI different
With the rollout of Hatch Voice AI and this new interface, here are some of the key differences between Hatch and other AI providers.
- Multi channel AI: Several platforms out there provide just one or two channels—either voice only or SMS only. Hatch provides all three in one: SMS, email, and voice.
- Hyper customization: You control every characteristic of your bot. Its persona, knowledge, and behavior. You have templates so you’re not starting from scratch, but these bots are structured so that they fit the mold of your business, your brand, your voice.
- Ability to edit at any time: This is the most important. With Hatch, your bot’s settings and scripts are not stored in the back end such that only we can make changes for you. You can go in at any time and edit, which is the key. Being able to easily and quickly go in, make tweaks, test them, and set them live throughout the week is how you can develop a truly authentic, human-like bot.
- Operates across systems: Your bot can access CRM data, your calendar, and even push information out to other systems, which allows it to have robust knowledge and complete complex tasks, just like a human employee.
- Work alongside bots: This is another super important difference. Your bots don’t live in a separate environment that you have to “step away from your desk” to check in on. They’re in the same workspace as you, talking with customers alongside you, handing conversations off to you, and applying your feedback in real-time. The Hatch interface is a collaborative environment where humans and bots work together fluidly, with no time lost to switching costs and inefficiencies.
Ready to learn more?
Hatch customers, book a call here to get started with voice AI and the new bot builder.
Non Hatch customers, book a call with us here!