Chatbot vs. Conversational AI: What's The Difference?

by admin, September 30, 2023

At first glance, it is easy to see why Chatbots and conversational AI are so often confused as being the same thing. But once you delve deeper into their technology, it becomes apparent that they are vastly different. A simple Chatbot is limited in its ability to think freely and generate innovative solutions to requests, while conversational artificial intelligence offers a far more comprehensive set of digital solutions. 

Conversational AI offers extensive machine learning and NLP features. 

Rules: Chatbot vs. Conversational AI Chatbots

Chatbots are computer programs that mimic human conversations to cater to requests from customers and users. Therefore, we can say that a chatbot focuses on automating tasks that generally relate to website customer support. Rule-based chatbots are an extremely useful solution for answering customer queries but are also limited based on strict, predetermined rules in their code. 

A Conversational AI, like BeAI’s AI chatbot, is not rules-based. They leverage natural language processing (NLP), machine learning, and AI to generate nuanced responses to questions and improve their understanding of conversational data. As a result, their function goes well beyond just repeating pre-determined lines of text, as their insights into a user's language lead to fluid conversations that are far more akin to talking to a human. 

ChatAI is a conversation AI with far more powerful and varied capabilities than standard rule-based chatbots. 

Machine Learning: Chatbot vs. Conversational AI

Standard chatbots have some machine-learning capabilities. They’re trained on data sets that they use to generate relatively predictable responses. However, their machine-learning capacity is limited to specific data sets. If you’ve ever interacted with standard chatbots, you may have noticed that the responses rarely feel personal or natural.

Conversational AI chatbots take full advantage of machine learning beyond the data sets used during the training period. They’re able to take into account new information from customer inputs and analyze massive amounts of data. 

The patterns that these chatbots identify improve responses, generate FAQs, create relevant content, and much more. Even if a user's line of questioning deviates from the usual pattern, a conversational AI is able to adapt its answers to fit the conversation. 

Keyword Dependence: Chatbot vs. Conversational AI Chatbots

Chatbots use keywords to identify user intent and generate responses accordingly based on a tight parameter of options. Conversational AI is not dependent on basic keyword identification. This type of AI is capable of understanding user intent based on its analyses of natural language, which is why it's able to produce more fluid conversations and improve the quality of its responses. 

Use Cases: Chatbot vs. Conversational AI

The primary use cases for standard chatbots include: 

  • Basic customer service role that requires the bot to respond to straightforward and clear questions about a product or service with information from its dataset.
  • Answering FAQs and categorizing questions before redirecting users to a human agent.
  • Automation of mundane tasks that aren’t worth handing over to customer service employees.

The primary use cases for conversational AI chatbots include: 

  • To generate complex and natural conversations with users.
  • Analyze user input with machine learning to update responses and improve communication approaches.
  • Go beyond the simple questions and answer model towards providing in-depth assistance to users such as personal planning, education, and onboarding.
  • Offer personalized assistance to customers based on their specific needs and requests.

The Advantages of Conversational AI

Conversational AI chatbots benefit everyone who uses the website where they’re deployed, including the company itself, customers, employees, and potential customers. As is often the case with machine learning and AI, its impact and utility are still developing, so the benefits associated with implementing conversational AI on a website will likely continue to grow. 

BeAI’s Conversational AI Technology for Companies

Implementing a conversational AI assistant on your company’s website can benefit your business in a number of ways, such as: 

  • Customer experience: A conversational AI can help business improve their customer support experience with 24/7 assistance that answers questions accurately and with natural language.
  • Revenue: A conversational AI helps businesses increase revenue by introducing customers to your products and services and potentially creating upsell opportunities.
  • Savings: Conversational AI automates tasks such as data entry, customer service, and data gathering, reducing expenditure.
  • Insights: Conversational AI uses machine learning to collect and analyze data that can then reveal information about customers. This information can then be used to improve products and services or improve advertising campaigns.

BeAI’s Conversational AI Technology for Users

We’ve all been frustrated with human customer service agents or the generic responses from a Chatbot. Conversational AI benefits the end user in the following ways:

  • Convenience: A conversational AI can assist end users 24/7 without sacrificing the quality of responses, as is often the case with chatbots.
  • Personal: A conversational AI can adjust its responses and language to meet the needs of individual users, creating a more personal experience.
  • Streamlined: A conversational AI acts as a personal assistant by helping users streamline day-to-day tasks such as organizing their agenda or even booking a holiday.
  • Accessibility: A conversational AI can improve the user experience for people with disabilities by guiding them through websites and improving their usability for specific needs.

Conversational AI and ChatAI

ChatAI is the conversational AI developed by BeAI to assist users and companies in any industry. Websites that implement ChatAI benefit from user data retrieval and analysis, improved FAQS, natural language customer assistance 24/7 and machine learning enhanced feedback about your website. 

New users are efficiently on-boarded using ChatAI’s tools that create short introduction courses about your products and services that are tailored based on the AI’s insights into user interactions and patterns. 

Summary: Chatbot vs. Conversational AI

Although we could claim that chatbots are a type of conversational AI, they’re far less advanced than true conversational AI solutions that use machine learning and AI to their full capacity. Although both chatbots and conversational AI solutions aim to help users by providing them with information, the latter's abilities and use cases are considerably more profound. 

A conversational AI interprets language naturally and provides fluid responses that resemble human conversations. Furthermore, the ability to analyze questions and detect patterns allows conversational AI to constantly improve its responses and offer insights to companies about their customers. 

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