Why Choose Conversational AI Over Rules-Based Ones

Choose any website to visit, you will most probably find a conversational chatbot available to answer your questions instantly.?But if you notice multiple conversational interfaces, you will find out that some chatbots are better than others in answering questions and understanding the intention of a user.?

This is due to the two types of chatbots that are out there: -?

1.?Rule-Based Chatbots?

2.?Conversational AI

Business leaders are keen to learn more about Conversational AI?and how it can improve customer engagement through personalization.?Customers are more inclined to prefer AI-powered, automated interactions than waiting for a human agent.?

Customer Service Explosion?

Prior to the advent of chatbots, customers and businesses had only two options for communication: calls and emails.?Businesses found it difficult to hire enough human agents to answer all calls and respond to emails due to the digital revolution.?

Entry of Chatbots?

Businesses began to use chatbots to answer customer questions, thanks to advancements in messaging platforms.?Chatbots can be used to provide conversational interface solutions via text and voice.?Chatbots were used for marketing and sales over time. This led to further advances that you can now see.?

The advancement of conversational interfaces has been so rapid, that you now have two distinct types: Rule-Based Chatbots and Conversational AI.?

Rule-Based Chatbots?

These bots are also known as scripted chatbots. They are simplified versions of chatbots.?These bots are most encountered while browsing websites or using social media platforms.?

Chatbots that are rule-based can have simple conversations by using logic such as "if/then".?These chatbots cannot understand the context or intent of the conversation.?These bots are guided by human agents who anticipate customer conversations and create rules.?This requires clear CTA buttons as well as logical steps to facilitate interaction.?

Rule-based chatbots cannot answer every question beyond the flowchart.?Human agents must intervene if there is any slight change to the customer's query.?

Rule-based chatbots cannot work in all situations and are limited by their training.?

Conversational AI

Apart from the rule-based, you can also find a Conversational AI or AI chatbot for your business.?These chatbots are programmed with technologies such as Machine Learning (ML) and Natural Language Processing (NLP).?This complex programming allows Conversational AI to interact more flexibly and learn to evolve as they communicate more with users.?

An Conversational AI for a website can empower customer conversations with its ability to understand human behaviour, intention, and even emotion.?

3-way conversations: Conversational AI?vs Generic Chatbot?

Sometimes, users may ask an AI chatbot to hand over the conversation to a human.?Or a query becomes too complex to resolve for a bot on its own.?This is when a conversational AI allows a human agent to take over that conversation instantaneously.?This enhances customer experience to a greater extent.?We call it a?3-way conversation,?which is a major difference between a generic chatbot and conversational AI.?

Why Choose a Conversational AI??

When it comes to 'chatbots vs Conversational AI, AI-powered chatbots always win over rule-based due to their complex programming and the ability to personalize every conversation.?They understand the context and communicate with a friendly personality.?Hence, they are considered a more sophisticated and effective way of adopting chatbot automation in businesses.?

ORAI platform allows businesses to go beyond chatbots and truly utilize the power of conversational AI.?We even help businesses switch from rule-based chatbots to Conversational AI in a seamless manner.?

Our conversational AI experts invite you to meet "Oshi", our AI-powered virtual assistant.?

Get a?FREE DEMO?to understand how it works and to know how we ensure successful implementation of it on a website, WhatsApp, Instagram, Facebook, Google, and other digital channels.?