Businesses today are searching for solutions to provide customers with the best user experience 24/7. They want to achieve this by decreasing service costs and automating everyday tasks by customer service agents. Chatbots and conversational AI bots have emerged as top solutions for these businesses to achieve these goals. These solutions are spoken in the same breath but have major differences. Read this article further to understand these differences and decide which solution your business requires.
In this article you will learn:
So let’s get started.
A chatbot is any computer application that ‘chats’ with the user based on the queries or prompts the user enters into the application. There are two types of chatbots. AI chatbots and script-based chatbots.
Script-based chatbots are the most common types of chatbots. They are used to answer basic queries and FAQs on websites and applications. Script-based chatbots are fed predetermined rules (respond with ‘A’ if the customer asks ‘Y’). It is easier to deploy but has a minimal number of use cases.
AI chatbots on the other hand use machine learning and natural language processing to understand queries and give natural and appropriate responses. It can continuously learn from the conversations with the users so that the responses improve and become more human over time.
Conversational AI has found its niche across various industries including healthcare, travel, banking, and e-commerce. Conversational AI is a technology that can respond to text and audio inputs in the most human-like way possible. It can be a voice assistant AI on your smartphone or an AI chatbot on your PC. Using deep learning algorithms, conversational AI is fed large amounts of data to learn the perfect responses so that the user cannot tell the difference between the response from an AI or a human.
Conversational AI helps in enhancing the customer experience (CX) through natural human interactions and solving user problems. In any conversations that require a human touch conversational AI swoops in and saves the day.
Chatbots | Conversational AI |
---|---|
Responds to specific keywords and language identifiers | Understand and interact in the appropriate human languages |
Unable to go ‘off script’ | Continuously learns interactions with machine learning |
Understands only text-based commands | Understands both text and voice-based commands |
Have limited use cases such as being utilized as a chat interface | Can be deployed in multiple channels such as websites, social media, applications, and voice assistants |
Answers the basic FAQs | Answers more topical and complex questions |
Answers to pre-written questions | Generates customized answers based on the user inputs |
The differences between both technologies are very subtle. Chatbots are generally used to automate simple tasks and conversational AI’s goal is to engage customers in natural and human-like conversations with the customers and to solve their issues. You can say conversational AIs are a much better option for customer service than chatbots.
Let’s break down why you should choose conversational AI over chatbots.
There is a pre-determined set of rules for traditional chatbots that only answer frequently asked questions. Conversational AI on the other hand offers a more natural touch to the interactions between chatbots and customers. It is powered by machine learning and natural language processing technologies to continuously learn and improve. It provides truthful responses by learning about past interactions.
Imagine talking to a machine and not knowing you are talking to one. This is what customers feel like when they interact with a conversational AI. This reduces the workload of your live agent and brings a more satisfied and loyal customer into your business.
While chatbots have minimal use cases such as answering FAQs, conversational AI on the other hand has a wide scope.
It can be used in call centres, smart speakers at home, or voice assistants in applications. Because of its ability to grow continuously, conversational AIs are preferred over chatbots for live interactions.
It’s fantastic to have technology that can scale along with your business. They are an omnichannel presence across multiple platforms such as websites, social media, and applications to improve CX. So as your business grows, your application built on conversational AI also grows.
You only need one customer service solution to automate your tasks, enhancing your CX, and increasing your ROI.
iBot is powered by advanced natural language processing and machine learning to cut down your team's workload by 60%.
iBot by the numbers:
Click here to a live demo and transform your business.
Discover range of service offerings for various Engineering Services. Let us know your areas of interest so that we can serve you better.