Voice or Text? Performance Metrics Comparison

Conversation Completion Rate

Voice AI: 60-75% of conversations complete without human transfer Text chatbots: 40-60% completion rate

Voice higher completion stems from real-time clarification and conversational flexibility.

Average Handle Time

Voice AI: 3-5 minutes typical conversation length Text chatbots: 5-8 minutes due to typing delays and asynchronous nature

Despite higher per-minute cost, voice often cheaper per completed conversation.

Customer Satisfaction (CSAT)

Voice AI for urgent issues: 75-85% satisfaction Text chatbots for urgent issues: 50-65% satisfaction Text chatbots for simple queries: 70-80% satisfaction

Match modality to use case urgency for optimal satisfaction.

First Contact Resolution

Voice AI complex issues: 65-75% FCR Text chatbots complex issues: 35-50% FCR

Voice conversational nature enables higher first-contact resolution for non-routine scenarios.