Conversational AI is becoming more prevalent every day. Not only in the field of business, but for entertainment too. To make computers and humans feel like humans, engineers have to do a lot of work.
Chatbots, automated emails, or virtual assistants are able to communicate with you. Computers work in the background to interpret and determine the message being spoken and respond in a natural and understandable manner.
Conversational AI (or artificial intelligence) is a type of artificial intelligence which allows for an in-person, real-time conversation between computers and humans. It's important to note that conversational AI isn't one thing, it's a blend of various technologies, such as natural language processing (NLP) machine learning, deep learning, and contextual awareness.
What's the root of all this confusion?
One reason that both terms are used in such a way is that the word "chatbot" is much simpler to use. Chatbots also feel real in our minds. I imagine a tiny robot having conversations with human beings on a computer monitor. Conversational AI, however, is more conceptual than physically-based. Chatbots are able to integrate self-service AI.
Chatbots allow customers to get the answers they are looking for quickly and easily. Customers don't need to go through pages of FAQs or wait for long periods for agents to respond. They will receive an answer within a matter of minutes. But there are a few chatbots that use artificial intelligence that can be used to communicate.
You might have experienced discontent before, as chatbots on websites repeatedly asked you the same question, or failing to understand your words. In this scenario you probably spoke to an automated, rules-based chatbot, with little to no interactional artificial intelligence.
There are several notable differentiators between conversational AI chatbots and scripted chatbots. Traditional scripting chatbots require companies to create the answers to all customer questions beforehand. Next, these responses are matched with keywords. If a customer's response or question contains one of these words, the conversational service experience immediately responds using the scripted response.
There are numerous disadvantages of scripted chatbots compared to AI chatbots. These chatbots aren't able provide the correct answer if the customer asks for a phrase that is a synonym, phrase or other data that's not programmed. Companies that employ chatbots with scripts must perform the tedious work of coming up with every possible variant of the customer's query and then match the scripted response to it. Look at the Comcast example. At Aisera you will be able to learn about What is Conversational AI?.
If you think about the notion of trying to anticipate the 170 ways someone could ask a simple question, you can see why bots that are based on rules often deliver frustrating and limited user experiences. Compare this with conversational AI capable chatbots, which can recognize synonyms and examine the full context of what a person is saying in order to discern a user's intention.
What is the reason? Conversational AI is becoming crucial in the present
Businesses use conversational AI for support, sales and marketing to engage along the entire customer journey. Conversational AI is a popular implementation which has proved extremely effective in customer service and customer experience. It is a very frequent industry.
Conversational AI does not rely on manual scripts, and lets companies create highly customized customer service solutions in a way that is scaleable. This makes every interaction feel more personal and relevant, while reducing the effort required and time needed to address issues. This is why customers are more likely to express greater levels of satisfaction.
The company can make use of conversational AI to help identify customers' issues and concerns, as well as find common problems and then intervene before the customer has even reached out.
Conversational AI for Customer Service is extremely flexible and is able to be integrated into many customer service channels, including email, voice chat social media, messaging. It allows companies to expand their customer support to new and emerging channels, which allows them to reach customers wherever they are.