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Rule-Based vs AI Chatbot: Which One is Better?

Xiaoice can be used for customer service, scheduling appointments, human resources help, and many other uses. As businesses continue developing and acquiring new ways to enhance their user and employee experiences, it is important to prevent oneself from remaining stagnant or falling behind. Or similarly, depending on your business, you need to decide whether to choose a virtual assistant or a sales bot. The latter gathers data and generates sales, while the former is best for answering questions or scheduling bookings. For instance, a company selling products online requires a chatbot that should interact with customers intuitively, and it should be able to handle complex queries. Whether to choose a chatbot rule-based or powered by AI depends on the type of industry and your specific business needs.

As Belfius wanted to be able to handle these claims more efficiently, and reduce the workload for their employees, they implemented a conversational AI bot from Sinch Chatlayer. With this bot, Belfius was able to manage more than 2,000 claims per month, the equivalent of five full-time agents taking in requests. There are, in fact, many different types of bots, such as malware bots or construction robots that help workers with dangerous tasks — and then there are also chatbots.

What is an AI chatbot?

Based on that, it provides an explanation and additional support if needed. With the chatbot market expected to grow to up to $9.4 billion by 2024, it’s clear that businesses are investing heavily in this technology—and that won’t change in the near future. You can find them on almost every website these days, which can be backed by the fact that 80% of customers have interacted with a chatbot previously. With multiple levels in a conversation, bots can detect emotional states (to some extent). Emotional intelligence is the idea of understanding and comprehending emotions and responding to them.

Praveen Singh is a content marketer, blogger, and professional with 15 years of passion for ideas, stats, and insights into customers. An MBA Graduate in marketing and a researcher by disposition, he has a knack for everything related to customer engagement and customer happiness. So, take the right step ahead and get a chatbot that can serve all your business needs as perfectly as it can be.

Chatbots vs. Conversational AI: What Makes Them So Different?

This is an important distinction as not every bot is a chatbot (e.g. RPA bots, malware bots, etc.). Chatbots can be extremely basic Q&A type bots that are programmed to respond to preset queries, so not every chatbot is an AI conversational chatbot. Natural language processing (NLP) technology is at the heart of a chatbot, enabling it to understand user requests and respond accordingly (provided it is trained to do so). To say that chatbots and conversational AI are two different concepts would be wrong because they’re very interrelated and serve similar purposes. From real estate chatbots to healthcare bots, these apps are being implemented in a variety of industries. Conversational bots can provide information about a product or service, schedule appointments, or book reservations.

There’s a lot of confusion around these two terms, and they’re frequently used interchangeably — even though, in most cases, people are talking about two very different technologies. To add to the confusion, sometimes it can be valid to use the word “chatbot” and “conversational AI” for the same tool. By incorporating true AI into live chat features, businesses will be able to combine human intelligence with machine intelligence, satisfying customers instead of infuriating them.

The State of Artificial Intelligence Report

And if your bot can’t understand what a customer is saying, not only is this a frustrating experience, but a human agent still has to get involved to resolve the issue. Microsoft DialoGPT is a conversational AI chatbot that uses the power of artificial intelligence to help you have better conversations. It can understand and respond to natural language, and it gets smarter the more you use it. This means that conversational AI can be deployed in more ways than rule-based chatbots, such as through smart speakers, as a voice assistant, or as a virtual call center agent. Because conversational AI uses different technologies to provide a more natural conversational experience, it can achieve much more than a basic, rule-based chatbot. Traditional chatbots operate within a set of predetermined rules, delivering answers based on predefined keywords.

While some chatbots work based on a predefined conversation flow, others use technologies like artificial intelligence (AI) and natural language processing (NLP) to converse with users. Chatbots are often so advanced that they can easily decipher user questions and offer automated responses in real time. The main difference between Conversational AI and traditional chatbots is that conversational AI has much more artificial intelligence compared to chatbots. Basic chatbots were the first tools to emerge that utilized some AI technology.

This means it can interpret the user’s input and respond in a way that makes sense. Conversational AI is different from chatbots in that it goes beyond simple task automation. It aims to provide a more natural conversational experience, one that feels more like a conversation with a human.

Analysts can then converse with Krista versus logging into several systems. You install the kit on your website as a popup in the lower right corner so they are easy to find. They normally appear when you visit a site and offer to help you find what you need. Some of the most popular chatbot kits include Drift, Intercom, and HubSpot.

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