whats the difference between chatbots and conversational ai

You can set it up to answer specific logical questions based on the input given by the user. While it’s easy to set up, it can’t understand true user intent and might fail for more complex issues. Due to the limited configuration of rule-based chatbots, they can be deployed quickly for small to medium-sized businesses that don’t require a large amount of data to respond to customer requests. Both chatbots and conversational AI can be effective in the customer service industry, especially when handling a large number of support requests on a daily basis.

Is chatbot a conversational agent?

What is a conversational agent? A conversational agent, or chatbot, is a narrow artificial intelligence program that communicates with people using natural language.

A huge pro for this chatbot is that, because it lacks popularity, you can hop on at any time and ask away. ZDNET’s recommendations are based on many hours of testing, research, and comparison shopping. We gather data from the best available sources, including vendor and retailer listings as well as other relevant and independent reviews sites. And we pore over customer reviews to find out what matters to real people who already own and use the products and services we’re assessing.

The best AI chatbots: ChatGPT and other noteworthy alternatives

They also understand the huge role played by technologies like chatbots and conversational AI in achieving that goal. Both chatbots and conversational AI have a range of benefits to support customer service staff, allowing agents to save time and deal with the more complicated responses from customers. Conversational AI doesn’t rely on a pre-written script, it uses natural language processing which allows it to understand inputs in conversational language and respond accordingly. Rather than relying purely on machine learning, conversation AI can leverage deep learning algorithms and large data sets to decipher language and intent. From the list of functionality, it is clear to see that there is more to conversational AI than just natural language processing (NLP).

  • It’s difficult to draw a clear line between chatbots and conversational AI.
  • When I use the word chatbot, it’s often in the context of that website modality and channel, though the term itself is much broader than that.
  • On top of this, because the technology is rather open-ended and the implementation dependent on the business itself, possibilities are virtually limitless.
  • High-quality bots will have several safety features in place to make sure user data is protected.
  • According to the recent PSFK research, 74 percent of customers prefer conversational AI for online interaction.
  • ChatGPT and YouChat are entirely free to use since both are still in their testing phases.

Receiving quick and accurate resolutions will then drive up customer satisfaction levels, encouraging them to continually return to using AI Virtual Assistants for their service support needs. Historically, there’s been much less trust in chatbots and their capabilities when customers need assistance with more complex issues. But our research found that when customers have experiences with virtual assistants and chatbots that provide them with the outcomes they need, they’re more inclined to engage with conversational AI in the future. Scripted chatbots are also unable to remember information across long conversations. Because it’s impossible to write out every possible variation of a back-and-forth conversation, scripted chatbots need to repeatedly ask for information to match a response to a pre-set conversational flow.


An AI chatbot (also called AI writer) refers to a type of artificial intelligence-powered program that is capable of generating written content from a user’s input prompt. AI chatbots are capable of writing anything from a rap song to an essay upon a user’s request. The extent of what each chatbot is specifically able to write about depends on its individual capabilities including whether it is connected to a search engine or not.


Digital channels including the web, mobile, messaging, SMS, email, and voice assistants can all be used for conversations, whether they be verbal or text-based. With the help of chatbots, businesses can foster a more personalized customer service experience. Both AI-driven and rule-based bots provide customers with an accessible way to self-serve.

Never Leave Your Customer Without an Answer

Having extensive customer data is pivotal for businesses, and conversational AI sifts through mountains of information to help you find what you need quickly and easily. With traditional data mining tools, it can be difficult to sift through all of the noise to find needle-moving assumptions about potential customers‘ likes or needs. If you know what people will ask or can tell them how to respond, it’s easy to provide rapid, basic responses. Conversational AI offers numerous types of value to different businesses, ranging from personalizing data to extensive customization for users who can invest time in training the AI. With that said, conversational AI offers three points of value that stand out from all the others. But business owners wonder, how are they different, and which one is the right choice for your organizational model?

whats the difference between chatbots and conversational ai

Traditional chatbots, smart home assistants, and some types of customer service software are all varieties of conversational AI. Both the conversational AI solutions and chatbots work with a similar aim of offering customer service and ensuring better engagement. Digitization has given rise to various concepts metadialog.com that have offered leverage to businesses to operate smoothly, even in adverse situations. From the online marketplace to smart conversational AI solutions that allow us to interact with the customers, technology has offered the facility for the business to serve the customers most efficiently.

Examples of conversational AI

If you see inaccuracies in our content, please report the mistake via this form. When you click through from our site to a retailer and buy a product or service, we may earn affiliate commissions. This helps support our work, but does not affect what we cover or how, and it does not affect the price you pay. Neither ZDNET nor the author are compensated for these independent reviews. Indeed, we follow strict guidelines that ensure our editorial content is never influenced by advertisers. Salesforce Einstein is a conversational bot that natively integrates with all Salesforce products.

whats the difference between chatbots and conversational ai

It can schedule events, set reminders, search the web, turn on the lights, and perform other tasks that put it in the category of a personal assistant. VAs are designed to engage users in more human-like, personalized conversations, collecting insights into customer behavior. They can also help to organize internal business activities as well as collect, preserve, or share institutional knowledge. One of the key elements in the intelligent virtual assistant vs chatbot comparison is functionality.

Conversational AI Beyond the Pandemic

When that happens, it’ll be important to provide an alternative channel of communication to tackle these more complex queries, as it’ll be frustrating for the end user if a wrong or incomplete answer is provided. In these cases, customers should be given the opportunity to connect with a human representative of the company. Conversational AI also uses deep learning to continuously learn and improve from each conversation. Conversational AI is any technology set that users can talk or type to, then receive a response from.

whats the difference between chatbots and conversational ai

Additionally, having complete access to a database and API gives conversational AI solutions the contextual elasticity they need to conduct fluid conversations with consumers. A chatbot is limited to the script and rules it was programmed to follow, and it cannot make any output that was not programmed into it. A chatbot is best used to replace or enhance the FAQ section, answer inquiries regarding a purchase, or improve customer service accessibility. In 2016, Facebook widened its developer platform and demonstrated what is achievable with chatbots with its Messenger app, accelerating the popularity of chatbots.

Is conversational AI part of NLP?

Conversational AI combines natural language processing (NLP) with machine learning. These NLP processes flow into a constant feedback loop with machine learning processes to continuously improve the AI algorithms.