Customer service is the backbone of every successful business in competitive digital world. To serve your customers in a better manner, customer support team make use of chatbot technology. It is an AI-based software application that can respond to customer queries in human way.
There are several tools available to improve customer satisfaction and grow engagement. Tools can manage customer service, real-time social sales, and do sales automation. There are so many technology terms that can enterprises may not understand. In addition to chatbots, a major technology conversational AI solutions is creating highlights. Is there any difference between the two? Or are they similar in works? Learn the key differences to ensure your both internal and external processes runs smoothly.
Difference between chatbots and conversational AI
Chatbots are computer applications that imitate like human conversations to serve customer queries. Some chabot run on existing conversation flows, while others implement AI and natural language processing (NLP) to decode user questions. Once decoded automated responses are shared in real-time.
Conversational AI is general expression comprising different AI-supported technologies like chatbots and virtual assistants. It employs data, machine learning (ML), and NLP to identify vocal and text inputs. It can even study human interactions, to improve conversation.
Advantages of Conversational AI Solutions over Chatbots
- Advanced NLP
Conventional chatbots works on the logic rules and respond as per the keywords assigned in its algorithm. They get restricted to answers where questions is not within the algorithmic parameters.
While conversational AI solution is based on NLP technology. Here customer query is responded using different set of technologies consisting of machine learning, deep learning and predictive analytics. All these advanced technology trends brings a sort of human touch. This helps AI to answer by learning the past inquiries and searches.
- Contextual Awareness
Chatbot also known as a rule-based bot. It offers information depending on the keywords added within its algorithm. If they receive a request that is not previously added, they will face difficulty to serve your query. This results into a major cause of dissatisfaction among users seeking answers.
While Conversational AI, works by analysis of the past discussions, chats, queries, and transaction history. The tool respond by making custom suggestions. The awareness of the user requirements results into relevant responses. This in the end improve customer satisfaction rate and makes them loyal. In fact, research has shown that 66% of customers are loyal to brands having AI-enabled bot.
- Scalability, and Accuracy
Chatbots is a budget-friendly customer service model but they are disconnected. They are integrated independently into different systems impacting scalability and uniformity. Once you switch the platform, the whole bot structure needs again integration, adding negative impact on efficiency.
Conversational AI is in demand amid AI solutions company because of its consistent quality, and scalability when operated from multiple platforms. In simple terms, it has an omnichannel presence capability. As a result, overall customer experience is scaled.
- Multilingual Capabilities
Chatbot has no multilingual and voice capabilities features. The users seeking answer to their queries do not have feature to analyze voice commands or respond to query in language not registered.
While when we talk about conversational AI like Siri, Google Assistant and Alexa, all are multilingual and voice-enabled. They can analyze and even respond in a variety of languages, making communication streamlined.
Wrapping Up
Conversational AI and chatbot are both popular in the customer service world. Most brands are opting for automation in customer service after pandemic outbreak. To run a successful venture, adopting and implementing AI technology has become a necessity. You can use chatbot or conversational AI as per your business requirements. Reach out to a professional AI solutions company for optimized and secure business solution.