Rule-Based Chatbots vs Conversational AI

Conversational AI uses a dialog flow system to provide a more advanced and exceptional service experience in human-bot interaction. Simply put, it refers to a set of artificial intelligence technologies that facilitates’ intelligent’ communication between computers and humans. Virtual assistants utilise natural language processing, like our friend conversational AI, in order to understand and perform tasks from the user.

This ensures that your customers aren’t left unattended and sets the right expectations for when the agent reverts. Conversational AI chatbots can be made available on all your channels 24/7 to assist your customers. No matter which part of the world your customers are reaching out from, these AI bots are there to engage with them.

What is natural language understanding?

We can build chatbots from scratch to ensure that the solution is custom-tailored to your needs and can grow and scale up alongside your company. Their features are versatile, for example, reminders, to-do list management, search assistance, note-taking, etc. In addition, these assistants can be connected to smart devices metadialog.com and integrated into your IoT network. So, you might be able to manage most of your house through voice commands and your smartphone. That voice command feature is powered by a version of conversational AI. However, humans don’t always do this because they think machines are too primitive to understand human language.

With the everyday hectic schedules of Americans, there’s a lot to balance and ensuring all bills are paid on time can be a challenge. Conversational AI Solution address this pain point by offering bill reminders, answer payment due date questions and can even perform payment activities from customer requests. Chatbots can now guide users through paying their bills as they understand their balance and can use saved payment methods on their accounts to make payments once advised to. They also can set up automated payments for customers, leaving them to have one less thing to worry about. In this setup, all users are typically welcomed by a bot that follows a predefined flow, but they can always choose to talk to a real person.

Differences between chatbots and virtual assistants

What’s more, you can combine the live chat software with the chatbot and ensure hybrid support to users across the journey with your brand. From the above, it’s amply clear that conversational AI is a more powerful technology compared to chatbots. In fact, we have learned how a chatbot needs conversational AI technology to act smarter and become more intelligent. However, we should note that not all chatbots use conversational AI technology so not all will be powerful. It’s therefore obvious to see a spike in the usage and implementation of chatbots and conversational AI.

Artificial intelligence and machine learning technologies in chatbots overcome the sales obstacles in the conversation. AI chatbots ease the difficult process of scheduling meetings to reduce the obstacles by recommending products with upselling and cross-selling strategies. Artificial intelligence (AI) technology known as “conversational AI” enables computers to interact with people organically and expressively, sometimes through chatbots or virtual co-workers.

The Evolution of Chatbots and Conversational AI

NLU is a scripting process that helps software understand user interactions’ intent and context, rather than relying solely on a predetermined list of keywords to respond to automatically. Last but not the least, the “smartness” of the conversational AI depends heavily on the data set used for its training. To get the best out of the bot, training data must be a good enough representation of how real users ask in everyday conversations. Consider the use case of a conversational AI agent deployed for a hospital or healthcare institution to disseminate health and wellness content to customers and patients. It may be considered smart if it provides useful information via its responses 80% of the time.

• Notably, chatbots are suitable for menu-based systems where you can direct customers to give specific responses and that, in turn, will provide pre-written answers or information fetch requests.
• These are only some of the many features that conversational AI can offer businesses.
• An AI chatbot is a program within a website or app that uses machine learning (ML) and natural language processing (NLP) to interpret inputs and understand the intent behind a request.
• AI Virtual Assistants can also remember the context of a user’s previous question, ensuring the conversation flows naturally rather than having to repeat or start over.
• If you’ve ever interacted with a rule-based bot long enough, you have probably encountered a situation where it failed to understand your query correctly.
• Essentially, it’s like having your own personal therapist, friend, or life coach.

Zendesk Answer Bot is perfect for businesses already using Zendesk products and looking to enhance their customer support processes with an AI-powered chatbot solution. There is no shortage of conversational AI chatbots applications, so you should definitely consider adding them to your business arsenal. Contact the Devtorium AI team to learn how this technology can benefit your business.

Automatic Speech Recognition

Because chatbots lack personalization and emotion, users become aware that they are communicating with a machine almost instantly. The desire for human interaction is made worse when issues arise that prospects want to be met with empathy, such as disability access or policies around children. Chatbots can’t improvise or handle complex inquiries humanly and can turn off prospects long before they enter the sales funnel. The chatbots lack multilingual and voice assistance facility when compared to conversational AI. The users on such platforms do not have the facility to give voice commands or ask a query in any language other than the one recorded in the system.

As they gather information from each interaction, virtual assistants also learn about the user to provide more personalized responses in the future. AI-based chatbots can answer complex questions with machine learning technology. Chatbots with artificial intelligence understand the user intent without delay.

What is Conversational Design?

Rule-based chatbots give mechanical responses when customers ask questions that differ from the programmed set of rules. It is relatively easy to integrate rule-based chatbots, as they have no role in collecting or analyzing customer data. And conditional statements are easier to add to a site than AI bots that require analytical algorithms and a body of customer data. Botsify is an easy-to-use chatbot platform that allows small-to-medium-sized businesses to create, deploy, and manage AI-powered chatbots for customer support and engagement. It is built to help automate sales processes and customer support and balance growing workforce needs with AI.

• This eliminates the need for users to repeat key information over and over.
• Laiye is an enterprise AI chatbot and automation platform for businesses delivering support at scale.
• Conversational AI is so much a part of our lives now that we take it for granted.
• One of those was Bing, which now has an AI chatting experience that will help you search the web.
• This method streamlines communications between customers and human agents and allows businesses to better anticipate, meet and understand customer needs.
• They can provide quick responses to common questions, and are designed to save time and resources for businesses.

These were often seen as a handy means to deflect inbound customer service inquiries to a digital channel where a customer could find the response to FAQs. When conversational AI technology is used, interactions can happen through a chatbot in a messaging channel or through a voice assistant over the phone. Unlike chatbots, it can determine user intent and also easily understand human language. Similarly, conversational AI is a technology that can be used to make chatbots more powerful and smarter. It’s a technology that can recognize and respond to text and speech inputs easily, therefore enabling interactions with customers in a human-like manner.

Bottom Line: Who Needs Conversational AI Products Today?

Check the bot analytics regularly to see how many conversations it handled, what kind of requests it couldn’t answer, and what were the customer satisfaction ratings. You can also use this data to further fine-tune your chatbot by changing its messages or adding new intents. The most successful businesses are ahead of the curve with regard to adopting and implementing AI technology in their contact and call centers. To stay competitive, more and more customer service teams are using AI chatbots such as Zendesk’s Answer Bot to improve CX.

But in actuality, chatbots function on a predefined flow, whereas conversational AI applications have the freedom and the ability to learn and intelligently update themselves as they go along. Businesses use conversational AI for marketing, sales and support to engage along the entire customer journey. One of the most popular and successful implementations is for customer service and customer experience, a $600B industry with a lot of repetitive knowledge work. However, there has been misinterpretation and misleading semantics that creates an environment forcing the users to interchange and use conversational AI and chatbots. “Hyper-personalization combines AI and real-time data to deliver content that is specifically relevant to a customer,” said Radanovic. And that hyper-personalization using customer data is something people expect today.

Conversational AI vs Chatbot

The technology might be able to understand human nuance, but if it’s not designed to be conversational or “human” in its response, it won’t be effective. Its NLP capabilities make it easy for customers to interact with the chatbot. Chatbots play an important role in cost reduction, resource optimization and service automation. It’s vital to understand your organization’s needs and evaluate your options to ensure you select the AI solution that will help you achieve your goals and realize the greatest benefit. The first one is the specific rigidity of learning models, and the next one is that Chatbots cannot learn in between conversations.

This setup requires specific request input and leaves little wiggle room for the bot to do anything different than what it’s programmed to do. This means unless the programmer updates or makes changes to the foundational codes, every interaction with a chatbot will, to some extent, feel the same. For more information on conversational AI and chatbots, discover how to provide brilliant AI-powered salesforce chatbot solutions to every customer, every time.