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Choose any website to visit, you will most probably find a conversational chatbot available to answer your questions instantly. But if you notice multiple conversational interfaces, you will find out that some chatbots are better than others in answering questions and understanding the intention of a user.
This is due to the two types of chatbots that are out there:-
1. Rule-Based Chatbots
2. AI-Powered Chatbots
Business leaders are eagerly understanding more about Conversational AI and how it improves customer engagement through personalization. More and more customers now prefer AI-powered automated interactions rather than waiting for a human agent to answer their call.
Customer Service Explosion
Before the arrival of chatbots in the market, businesses and customers had only two choices of communication- emails and calls. With the expanding digital world, it became difficult for businesses to have a huge team of human agents to take all the calls and answer those emails.
Entry of Chatbots
With advancements in messaging platforms, businesses started using chatbots to resolve customer queries. Various chatbot services came into the picture to deliver conversational interface solutions via voice and text. Over a period of time, the use of chatbot for sales and marketing increased, resulting in further advancements that you can see today.
The journey of conversational interface advancement has been so rapid that now you have two distinguished types to choose from- Rule-Based Chatbots vs AI Chatbots.Let’s understand those types first!
Rule-Based Chatbots
Also known as scripted chatbots, these are highly simplified versions of chatbots. Most people come across these bots while using a website or social media platform.
Rule-based chatbots can hold simple conversations using the logic of “if/then”. These bots can’t figure out the intent or context while interacting. Human agents give rules to these bots based on their anticipation and flowchart of customer conversations. This approach requires clear CTA buttons and logical steps to make interaction easier for a user.
However, rule-based chatbots fail to answer any question beyond their flowchart. Even the slightest change in the customer query makes a situation where human agents need to interrupt for resolution.
Hence, rule-based chatbots can only work and perform tasks within a range of situations, based on their training.
AI-Powered Chatbots
Apart from the rule-based, you can also find an artificial intelligence chatbot or AI chatbot for your business. These chatbots are programmed with technologies such as Machine Learning (ML) and Natural Language Processing (NLP). This complex programming allows AI chatbots to interact more flexibly and learn to evolve as they communicate more with users.
An AI chatbot for a website can empower customer conversations with its ability to understand human behavior, intention, and even emotion.
3-way conversations: Generic Chatbot vs Conversational AI
Sometimes, users may ask an AI chatbot to hand over the conversation to a human. Or, maybe a query becomes too complex to resolve for a bot on its own. This is when a conversational AI allows a human agent to take over that conversation instantaneously. This enhances customer experience to a greater extent. We call it a 3-way conversation, which is a major difference between a generic chatbot and conversational AI.
Why Choose an Artificial Intelligence Chatbot?
When it comes to ‘chatbots vs AI bots’ for chatbot automation, AI-powered chatbots always win over rule-based due to their complex programming and the ability to personalize every conversation. They understand the context and communicate with a friendly personality. Hence, they are considered a more sophisticated and effective way of adopting chatbot automation in businesses.
ORAI platform allows businesses to go beyond chatbots and truly utilize the power of conversational AI. We even help businesses switch from rule-based chatbots to AI chatbots in a seamless manner.
Our conversational AI experts invite you to meet “Oshi”, our AI-powered virtual assistant. Get a FREE DEMO to understand how it works and know-how we ensure successful implementation of it on a website, WhatsApp, Instagram, Facebook, Google, and other digital channels.
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Swapnil Jain
CEO-ORAI Robotics
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