Chatbots are an integral part of most websites and used by many marketers to interact with their customers on a regular basis in the digital space.  There has been a paradigm shift from web browsers in the late ’90s to chatbots in 2008 to the much-advanced voice-enabled artificial intelligence using the most intuitive interface- natural language.  Businesses and millennials today are already using conversational artificial intelligence (AI) platforms as they are easier, less intrusive and quicker.

“There has been a paradigm shift from web browsers in the late ’90s to chatbots in 2008 to the much-advanced voice-enabled artificial intelligence using the most intuitive interface- natural language”

Technology research company, Gartner, has predicted that 85 percent of all customer interactions will be automated by 2020, and consultancy Servion believes that artificial intelligence will power 95 percent of all customer interactions by 2025.

So what is the difference between a chatbot and conversational AI? Though both may sound similar, there is a huge difference in the customer engagement to customer satisfaction levels of both. This blog covers the differences between the two, how conversational AI surpasses chatbots with its features & performance and makes platforms more intelligent.

In conventional chatbots, the interactions are based on a set of predefined conditions, statements and/or queries. These chatbots require human intervention if the queries asked by the users are beyond the rudimentary questions. Chatbots have inherent rules with which they operate, to provide consistent and uncustomized responses.  They also fail to continue the long human conversation as they lack language processing skills. They are programmed to converse only in one language and pick only certain words from the user query and answer it according to the predefined statements.

Conversational AI is a wider term that covers chatbots, text assistants and more has a much advanced interactive platform. Artificial intelligence enables the learning by classifying the models in data. Without training, conversational AI can apply the model to new & varied queries. This ability enhances their task performance and problem-solving skills without human intervention. Unlike chatbots, conversational artificial intelligence is more user-oriented. It engages in long human conversations with users and also provides recommendations based on previous interactions. Machine learning helps to learn from the experience without any mediation and then utilize the learning in their next user conversation.  Natural Language Processing (NLP) used in conversational artificial intelligence helps to learn and imitate the methods of human conversation which lessens human intervention helping business transformation, customer engagement, and growth in the organization’s Return on Investment.

Conversational AI is a boon for businesses that involve tasks that are monotonous and tedious in industries such as e-commerce, retail, travel, tourism, banking, business processing and more. Where the customer interactions are more frequent, it is customizable according to the customer requirements, inquiries, complaints or orders.

We, at geniSIGHTS, as an emerging leader in this space, aid organizations adopt scalable advanced analytics with pre-canned advanced solutions with conversational AI capabilities that fit common business needs and provisions to build, integrate customized analytical solutions.