![]() Unlike chatbots, Conversational AI is capable of performing more complex tasks, such as: Simply put, conversational AI is the mind that directs the actions of a chatbot or a virtual assistant. What is a Conversational AI platform?Ĭonversational AI refers to a branch of Artificial Intelligence technologies that rely on Natural Language Processing (NLP), Natural Language Understanding (NLU), Deep Machine Learning (ML) algorithms, and Predictive Analytics to analyse and respond better to speech and text inputs in a human-like way. Contrary to rule-based chatbots, which are limited to queries that fall within their predefined parameters, AI chatbots can continuously learn from user interactions and respond to complex questions in a human-like manner. (If the customer asks for “A”, respond with “B”)Īrtificial intelligence (AI)-based chatbots and virtual assistants analyse questions using natural language processing and machine learning to determine their context, intent and sentiment before formulating a response. Similar to a flowchart, rule-based chatbots map out conversations and responses in anticipation of what a user might ask. However, they cannot answer questions beyond the scope of what was programmed. Rule-based chatbots function according to predefined rules and workflows, much like automated phone menus where users must choose from various options to find the information they require. They are the most common type of chatbot available in the market. Rule-based chatbotsĪlso known as script-based chatbots, they are ideal for answering Frequently asked questions (FAQs) and addressing basic customer queries through messaging apps or website chat interfaces. Rule-based and AI chatbots are the two main types of chatbot platforms used today. Conversational AI platforms require various technologies, including Deep Machine Learning and Natural Language Processing (NLP), to work together to recognise speech and text inputs, replicate human interactions and deliver intelligent conversational flows. Some employ Artificial Intelligence and Natural Language Processing (NLP) techniques to understand user questions and transmit pre-written responses in real time, while others work according to pre-established conversational flows.Ĭonversational AI (also known as Conversational Artificial Intelligence) is a much broader term for AI-based communication tools, including chatbots and virtual assistants (e.g., Siri, Alexa, Cara). We start by looking at their definitions.Ĭhatbots are computer applications that replicate human conversations to improve customer experiences. ![]() ![]() So what’s the difference between a chatbot and conversational AI? Let’s simplify everything for you so you can choose which one will best optimise your internal processes and overall engagement experience. The global Conversational AI market size is projected to reach $32.62 billion by 2030īut is there a significant difference between a Chatbot and Conversational AI? Which of the two technologies is best suited to support our company goals? These are questions we frequently get from our clients.Īlthough “Chatbots” and “Conversational AI” are often used interchangeably, they are not the same. Chatbots and Conversational AI tools are proving to be integral solutions to increasing engagement and develop lasting relationships with their clients, prospects and employees while reducing service costs. ![]()
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