What is conversational AI? Use Cases, examples, and benefits

Drift provides conversational experiences to users of your business website. The chatbot helps companies to provide personalized service for customers with live chat, chatbots, and email marketing solutions. This system also lets you collect shoppers’ data to connect with the target audience better. Chatbots allow you to automate conversations with customers with little human intervention to free up time for customer service agents to focus on bigger problems. For example, if a customer has a question about their order status, they can have their questions answered by a chatbot instead of a human who may have to focus on other tasks. 69% of consumers already prefer to use chatbots because they deliver quick answers to simple questions.

If a person says something that is not preempted, a chatbot will get confused. The virtual assistant will most likely repeat the same question until it understands a response. For example, a chatbot designed to help people order a pizza will not know how to respond to a customer asking for nutritional facts as they are selecting toppings. Conversational AI chatbots are especially great at replicating human interactions, leading to an improved user experience and higher agent satisfaction. The bots can handle simple inquiries, while live agents can focus on more complex customer issues that require a human touch. This reduces wait times and allows agents to spend less time on repetitive questions.

Sales Assistant Chatbots

Check out the key differences between chatbots and conversational AI to know which one suits your requirements and demonstrate smarter human like behaviour. Although the two concepts are interlinked, and using them interchangeably is valid to some extent. Still, in the context of the business, one needs to understand the difference between conversational AI chatbots and chatbots. Digitisation has given rise to various concepts that have offered leverage to businesses to operate smoothly, even in adverse situations.

A measure of the accuracy is taken in the testing phase of the process of building an AI chatbot, during which it is challenged with queries taken from real world examples but outside of its training sample. Alternatively, a human evaluator could go through the chat logs to randomly mark the accuracy of the bot’s responses. The adoption of chatbots and conversational AI agents has seen a stark uptick in recent years. A 2019 study conducted by MarketsandMarkets projected the global chatbot market size to grow 29.7 percent annually to reach USD 9,427.9 million by 2024. The Asia-Pacific region was specifically seen to be the most attractive region for investments, suggesting that we could see more organisations adopting chatbots and related technologies here.

AI for Customer Support and Why You Need It

Rule-based chatbots use keywords and other language identifiers to trigger pre-written responses—these are not built on conversational AI technology. Both chatbots and conversational AI help to reduce wait times in contact centers by taking the burden of dealing with simple requests away from human agents, allowing them to focus on more complex issues. When it comes to customer experience, chatbots can help to facilitate self-service features, direct users to the relevant departments, and can be used to answer simple queries.

Freshchat’s conversational AI chatbots can deliver a truly conversational AI experience and can be deployed on the most popular messaging channels, website and your app in no time. We also offer 30 hours of dedicated support to help you set up and get started with the product. It is powered by Freshworks flagship Neo Platform, that powers all of Freshchat’s AI and ML chatbots and also helps unify digital user experiences across all products of Freshworks. As your company grows, you’ll start receiving customers from different geographies but it’s expensive and inconvenient to hire agents from across the world to cater to different customers. Conversational AI chatbots have translation software that let you offer multilingual support to your customers.

So, a conversational AI will engage the end user, and understand the nature of the problem behind the question. The main aim of a conversational AI is to help a user complete a task. Chatbots are simple-ish programmes which are used to automatically engage with customer messages. Recently, AI and ML have moved out of the “exciting, innovative tech” category into the “essential to keeping up with your competition” category.

Below, we list down the significant points of difference between the two. It will help you to understand the exact difference between chatbots and conversational AI solutions. Accenture, in a survey, found that 77% of the executives and 60% of them plan to implement conversational AI chatbots for better after-sales and customer service. On the other hand, conversational AI is an upgraded technology that allows machines to understand, plan, use past data, and respond to natural language. Chatbots and conversational AI are two very similar concepts, but they aren’t the same and aren’t interchangeable. Chatbots are tools for automated, text-based communication and customer service; conversational AI is technology that creates a genuine human-like customer interaction.

Enhance user experience

Read more about Chatbot vs Conversational Differences You Should Know here.

• The difference between a chatbot and conversational AI is a bit like asking what is the difference between a pickup truck and automotive engineering.
• Using the chatbot, the airline is able to handle hundreds of travel queries efficiently, offer all the booking information with a click, and make customer support as effortless as it could get.
• The important thing to remember is that while companies can profit from using voice assistants, they won’t be able to generate full-funnel engagement on their own.
• A 2019 study conducted by MarketsandMarkets projected the global chatbot market size to grow 29.7 percent annually to reach USD 9,427.9 million by 2024.
• Additionally, Adecco reported 50% fewer phone calls after one month of the chatbot being live.