Chatbots are becoming increasingly popular as the latest technology matures among business websites. Chatbots and conversational AI are quickly becoming popular tools for businesses looking to improve customer experiences and reduce service costs. Today, top brands worldwide are automating business administration more than ever. Conversational AI can help chatbots become more intelligent and efficient. However, it is important to note that not all chatbots are driven by conversational AI. So, let’s take a look at the difference between AI chatbots and chatbots.

What are chatbots?

A chatbot is a tool that initiates conversations with users by utilizing artificial intelligence and machine learning algorithms. Chatbot applications enhance the customer experience by automating interactions between people and services. At the same time, by lowering the average cost of customer care, they provide businesses with new opportunities to improve the customer engagement process and operational efficiency. Artificial intelligence and natural language processing (NLP) is used in some applications to decipher questions and send automatic responses in real-time based on predefined conversation flows.

Basic chatbots can only perform a limited set of tasks. Typically, this entails answering basic FAQs and little else. The most important task of a chatbot is to analyze and identify the intent of the user’s request to extract relevant entities. The appropriate reaction is delivered to the user once the analysis is completed.

Conversational AI chatbots

Conversational AI is a broader term for AI-powered communication technology like chatbots and virtual assistants (e.g., Siri or Amazon Alexa). Data, machine learning (ML), and natural language processing (NLP) are used by conversational AI platforms to recognize voice and message inputs, simulate human interactions, and expedite the flow of the conversation.

Conversational AI refers to speech and text recognition and response technologies. This technology is used in customer service to interact with customers in a human-like manner. The interaction can occur via a bot in a messaging channel or a voice assistant on the phone. Conversational AI aids deep learning algorithms in determining user intent and better understanding human language using a large training set.

Conversational AI chatbots excel at replicating human interactions, resulting in a better user experience and greater agent satisfaction. Simple inquiries can be handled using bots, while live agents can address more complex issues that need human intervention. This way, agents spend less time answering repetitive questions and wait times are reduced.

Rule-based chatbot

A rule-based chatbot helps guests with queries through a tree-like flow rather than AI. They follow a set of rules, as the name suggests. These rules define the types of problems that the virtual assistant is familiar with and can solve. Rule-based chatbots map out chats in the same way that a flowchart does. Occasionally, rule-based chatbots can’t understand guests because they can’t identify typos, which can be highly frustrating. Simple chatbots feel robotic when interacting with them instead of conversing with them. Machines cannot learn independently, so all improvements must be made manually.

Benefits of AI chatbots

AI chatbots provide a quick and entertaining customer experience, are available 24 hours a day, and can respond to your customers instantly. This implies that they will receive an immediate response whenever they text you for any purpose. AI chatbots communicate in real time with your site visitors and followers on social media. AI chatbots can be used for various purposes, including customer service and HR support, lead generation, and sales assistance. The bot can adapt to the customer’s needs. One of the primary motivators for using AI chatbots is their low cost. Compared to hiring additional human employees, the total ownership expense is cheap.

AI chatbots can tremendously enhance the customer experience by gathering a wealth of extra information. They can streamline the customer journey, provide real-time personalization, and enable businesses to collect actionable information that can enhance products and services by encouraging more interactions. A well-configured, advanced AI-powered bot can fulfill a customer’s entire customer experience within conversations.

Leading AI Chatbot – Norra

AI-based Algomox Norra automates and saves up to 40% on IT operational costs by allowing you to incorporate a lean IT support model 24×7. Algomox Norra enhances IT helpdesk capabilities by automating service request fulfillment and incident remediation in near real-time, 24×7, without increasing helpdesk staff on the ground. Most IT operators fail at this point, which is supplying an automated answer to a problem. However, with Norra, any IT application is automatically resolved; Norra processes the IT ticket and performs the necessary auto-remediation step. This saves a significant amount of time as well as money.

Using Norra’s conversational interface, users can chat with live agents and the Norra backend through the desktop application with a conversational interface. Algomox virtual agents boost operational productivity by saving time and increasing operational efficiency.