Chatbots vs Conversational AI +8 Key Differences

NLP is a field of AI that is growing rapidly, and chatbots and voice assistants are two of its most visible applications. Instead of sounding like an automated response, the conversational AI relies on artificial intelligence and natural language processing to generate responses in a more human tone. IBM watsonx Assistant automates repetitive tasks and uses machine learning (ML) to resolve customer support issues quickly and efficiently. When people think of conversational artificial intelligence, online chatbots and voice assistants frequently come to mind for their customer support services and omni-channel deployment.

To learn more about the history and future of conversational AI in the enterprise, I highly recommend checking out the Microsoft-hosted webinar on how ChatGPT is transforming enterprise support. It’s a great way to stay informed and stay ahead of the curve on this exciting new technology. Follow the link and take your first step toward becoming a conversational AI expert. Security organizations use Krista to reduce complexity for security analysts and automate run books. Krista connects multiple security services and apps (Encase, AXIOM, Crowdstrike, Splunk) and uses AI to consolidate information and provide analysts a single view of an alert. Analysts can then converse with Krista versus logging into several systems.

What’s the difference between a chatbot and conversational AI?

Most conversational AI apps have extensive analytics built into the backend program, helping ensure human-like conversational experiences. Because chatbots only need a set of predefined queries and responses, they can be set up and deployed very quickly. As a result, basic chatbots are often ideal for small- to medium-sized businesses (SMBs) because they don’t need to handle a lot of data or respond to complex customer inquiries.

One of the most common questions customers will ask about is the status of their shipment. Fueling the love of hockey for Canadians, the Esso Entertainment Chatbot emerged as a game-changing application of Conversational AI. As the official fuel sponsor of the NHL, Esso aimed to engage hockey fans chatbot vs conversational ai and promote their brand uniquely. Collaborating with BBDO Canada, Master of Code Global created the bilingual Messenger Chatbot, introducing the innovative ‘Pass the Puck’ game. The objective was to entice as many Canadians as possible to participate, passing the puck from coast to coast.

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Rather than being limited to preset rules, AI chatbots are constantly learning from each conversation with a customer. The more exchanges an AI chatbot has, the more helpful its responses will be as time goes on. An integral part of an AI chatbot is its ability to understand natural human language, which allows it to communicate beyond predefined questions and responses. Chatbots are computer programs that imitate human exchanges to provide better experiences for clients. Some work according to pre-determined conversation patterns, while others employ AI and NLP to comprehend user queries and offer automated answers in real-time.

Think of a chatbot as a friendly assistant helping you with simple tasks like setting an appointment, finding your order status or requesting a refund. With conversational AI technology, you get way more versatility in responding to all kinds of customer complaints, inquiries, calls, and marketing efforts. When a conversational AI is properly designed, it uses a rich blend of UI/UX, interaction design, psychology, copywriting, and much more. Everyone from ecommerce companies providing custom cat clothing to airlines like Southwest and Delta use chatbots to connect better with clients.

These technologies allow conversational AI to understand and respond to all types of requests and facilitate conversational flow. Advanced CAI can involve many different people in the same conversation to read and update systems from inside the conversation. In a nutshell, rule-based chatbots follow rigid “if-then” conversational logic, while AI chatbots use machine learning to create more free-flowing, natural dialogues with each user.