{"id":27950,"date":"2025-04-15T11:58:44","date_gmt":"2025-04-15T09:58:44","guid":{"rendered":"https:\/\/www.lanalden.com\/?p=27950"},"modified":"2026-07-13T14:26:01","modified_gmt":"2026-07-13T13:26:01","slug":"voicebots-vs-chatbots-cuando-usar-cada-uno-y-como-combinarlos","status":"publish","type":"post","link":"https:\/\/www.lanalden.com\/en\/voicebots-vs-chatbots-cuando-usar-cada-uno-y-como-combinarlos\/","title":{"rendered":"Voicebots y Chatbots: \u00bfcu\u00e1ndo usar cada uno y c\u00f3mo combinarlos?"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"27950\" class=\"elementor elementor-27950\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bb770ce e-flex e-con-boxed e-con e-parent\" data-id=\"bb770ce\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9482b5c elementor-widget elementor-widget-text-editor\" data-id=\"9482b5c\" 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.lanalden-chatbot-voicebot .cta-button {\n      width: 100%;\n    }\n  }\n<\/style>\n\n<nav class=\"contenido-box\">\n<h2>Contenido<\/h2>\n<ul>\n  <li><a href=\"#diferencia-chatbot-voicebot\">\u00bfQu\u00e9 diferencia a un chatbot de un voicebot?<\/a><\/li>\n  <li><a href=\"#cuando-usar\">\u00bfCu\u00e1ndo usar uno u otro?<\/a><\/li>\n  <li><a href=\"#estrategia-omnicanal\">La clave: integrarlos en una estrategia omnicanal<\/a><\/li>\n<\/ul>\n<\/nav>\n\n<div class=\"intro-destacada\">\n<p>La <strong>IA<\/strong> tiene cada vez m\u00e1s presencia en la <strong>atenci\u00f3n al cliente<\/strong>. Entre las soluciones m\u00e1s utilizadas est\u00e1n los <strong>chatbots<\/strong> y los <strong>voicebots<\/strong>, dos tecnolog\u00edas que permiten automatizar determinadas interacciones y apoyar la gesti\u00f3n de los equipos de atenci\u00f3n.<\/p>\n<\/div>\n\n<h2 id=\"diferencia-chatbot-voicebot\">\u00bfQu\u00e9 diferencia a un chatbot de un voicebot?<\/h2>\n\n<ul>\n  <li><strong>Chatbot:<\/strong> automatiza <strong>conversaciones escritas<\/strong> en canales como WhatsApp, webchat o aplicaciones m\u00f3viles. Es \u00fatil para consultas frecuentes, formularios interactivos y tareas repetitivas.<\/li>\n  <li><strong>Voicebot:<\/strong> automatiza <strong>llamadas de voz<\/strong> y permite mantener una conversaci\u00f3n telef\u00f3nica con el usuario. Puede aplicarse en procesos donde el canal de voz sigue siendo importante para el cliente.<\/li>\n<\/ul>\n\n<p>Ambos tienen una funci\u00f3n com\u00fan: <strong>mejorar la experiencia del cliente<\/strong> y <strong>reducir la carga operativa<\/strong> en determinados procesos. La diferencia est\u00e1 en el canal, el tipo de interacci\u00f3n y la forma en la que el usuario prefiere comunicarse.<\/p>\n\n<!-- CTA 1 -->\n\n<div class=\"cta-voice\">\n  <p class=\"cta-label\">Atenci\u00f3n por voz<\/p>\n  <h3>Cuando el canal telef\u00f3nico sigue siendo clave<\/h3>\n  <p>Con inAgentik Voice podemos incorporar agentes de voz con IA en procesos definidos de atenci\u00f3n al cliente.<\/p>\n  <a class=\"cta-button\" href=\"https:\/\/www.inagentik.com\/voice.html\" target=\"_blank\" rel=\"noopener\">Conocer inAgentik Voice<\/a>\n<\/div>\n\n<h2 id=\"cuando-usar\">\u00bfCu\u00e1ndo usar uno u otro?<\/h2>\n\n<p>Un <strong>chatbot<\/strong> puede ser \u00fatil cuando:<\/p>\n\n<ul>\n  <li>El usuario est\u00e1 en un entorno digital, como una web, una app o un canal de mensajer\u00eda.<\/li>\n  <li>La consulta se puede resolver por escrito de forma clara.<\/li>\n  <li>Se necesitan recoger datos, guiar un formulario o responder preguntas frecuentes.<\/li>\n<\/ul>\n\n<p>Un <strong>voicebot<\/strong> puede encajar mejor cuando:<\/p>\n\n<ul>\n  <li>El cliente prefiere el canal telef\u00f3nico o no utiliza canales digitales.<\/li>\n  <li>La gesti\u00f3n requiere una conversaci\u00f3n por voz, como confirmar una cita o recoger informaci\u00f3n b\u00e1sica.<\/li>\n  <li>Se quiere apoyar la atenci\u00f3n en llamadas entrantes o salientes.<\/li>\n<\/ul>\n\n<!-- CTA 2 -->\n\n<div class=\"cta-chat\">\n  <p class=\"cta-label\">Canales digitales<\/p>\n  <h3>Automatizaci\u00f3n para conversaciones escritas<\/h3>\n  <p>inAgentik Chat est\u00e1 pensado para aplicar IA conversacional en canales digitales de atenci\u00f3n al cliente.<\/p>\n  <a class=\"cta-button\" href=\"https:\/\/www.inagentik.com\/chat.html\" target=\"_blank\" rel=\"noopener\">Conocer inAgentik Chat<\/a>\n<\/div>\n\n<h2 id=\"estrategia-omnicanal\">La clave: integrarlos en una estrategia omnicanal<\/h2>\n\n<p>En muchos casos, la decisi\u00f3n no pasa por elegir solo un canal. Un chatbot y un voicebot pueden convivir dentro de una estrategia omnicanal, siempre que est\u00e9n bien integrados y respondan a necesidades concretas del servicio.<\/p>\n\n<p>Por ejemplo:<\/p>\n\n<ul>\n  <li>Un chatbot puede recoger datos iniciales y derivar la consulta si requiere otro tipo de gesti\u00f3n.<\/li>\n  <li>Un voicebot puede realizar una llamada autom\u00e1tica para confirmar una cita o completar una gesti\u00f3n sencilla.<\/li>\n  <li>Una estrategia omnicanal permite ordenar mejor los canales y mantener una experiencia m\u00e1s coherente para el usuario.<\/li>\n<\/ul>\n\n<!-- CTA 3 -->\n\n<div class=\"cta-contact\">\n  <div class=\"cta-content\">\n    <p class=\"cta-label\">Estrategia omnicanal<\/p>\n    <h3>\u00bfQuieres valorar qu\u00e9 canal automatizar primero?<\/h3>\n    <p>Podemos orientarte sobre el uso de chatbots, voicebots e IA conversacional en servicios de atenci\u00f3n al cliente.<\/p>\n    <a class=\"cta-button\" href=\"https:\/\/www.lanalden.com\/en\/contacto-lanalden-direcciones-telefono-email\/\" target=\"_blank\" rel=\"noopener\">Contacta con nuestro equipo<\/a>\n  <\/div>\n<\/div>\n\n<h3>Automatizar tambi\u00e9n implica dise\u00f1ar mejor la conversaci\u00f3n<\/h3>\n\n<p>La elecci\u00f3n entre chatbot y voicebot depende del canal, del tipo de consulta y de la experiencia que se quiere ofrecer. Cuando ambas soluciones se integran con criterio, pueden ayudar a organizar mejor la atenci\u00f3n y a dar respuesta a diferentes formas de contacto.<\/p>\n\n<\/article>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5c8b6c elementor-widget elementor-widget-image\" data-id=\"d5c8b6c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"256\" src=\"https:\/\/www.lanalden.com\/wp-content\/uploads\/2025\/03\/soluciones-lanalden-contact-center-bilbao-barcelona-madrid-1024x256.jpeg\" class=\"attachment-large size-large wp-image-27637\" alt=\"Equipo de agentes de Contact Center de Lanalden en Bilbao, Madrid y Barcelona celebrando sus logros tras brindar una excelente experiencia de usuario, con gestos de alegr\u00eda.\" srcset=\"https:\/\/www.lanalden.com\/wp-content\/uploads\/2025\/03\/soluciones-lanalden-contact-center-bilbao-barcelona-madrid-1024x256.jpeg 1024w, https:\/\/www.lanalden.com\/wp-content\/uploads\/2025\/03\/soluciones-lanalden-contact-center-bilbao-barcelona-madrid-300x75.jpeg 300w, https:\/\/www.lanalden.com\/wp-content\/uploads\/2025\/03\/soluciones-lanalden-contact-center-bilbao-barcelona-madrid-768x192.jpeg 768w, https:\/\/www.lanalden.com\/wp-content\/uploads\/2025\/03\/soluciones-lanalden-contact-center-bilbao-barcelona-madrid-18x5.jpeg 18w, https:\/\/www.lanalden.com\/wp-content\/uploads\/2025\/03\/soluciones-lanalden-contact-center-bilbao-barcelona-madrid.jpeg 1400w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Contenido \u00bfQu\u00e9 diferencia a un chatbot de un voicebot? \u00bfCu\u00e1ndo usar uno u otro? La clave: integrarlos en una estrategia omnicanal La IA tiene cada vez m\u00e1s presencia en la atenci\u00f3n al cliente. Entre las soluciones m\u00e1s utilizadas est\u00e1n los chatbots y los voicebots, dos tecnolog\u00edas que permiten automatizar determinadas interacciones y apoyar la gesti\u00f3n [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":29753,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_eb_attr":"","footnotes":""},"categories":[88],"tags":[],"class_list":["post-27950","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Voicebots y Chatbots: \u00bfcu\u00e1ndo usar cada uno y c\u00f3mo combinarlos? - Lanalden<\/title>\n<meta name=\"description\" content=\"Descubre las diferencias entre voicebots y chatbots, cu\u00e1ndo utilizar cada uno y c\u00f3mo integrarlos eficazmente en una estrategia omnicanal.\" \/>\n<meta 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