Conversational AI is becoming more commonplace each day. Not just in the field of business, but for entertainment purposes as well. When computers are in conversation with humans it's a lot work engineers need to do to make these interactions as human-like as possible.
When you're communicating with a chatbot or replying to an automated message or speaking with virtual assistants, computers are working hard behind the scenes to interpret the messages and decide on the most appropriate response, and respond in a way that's natural and easy to understand for humans.
What is Conversational AI?
Conversational AI (or artificial intelligence) is a kind of artificial intelligence that allows for a real-time, human-like 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, as well as contextual awareness.
What is the reason for this confusion?
The reason these terms are interchangeable is because the term "chatbot" is easier to spell. A chatbot also feels real to the imagination. I imagine a tiny robot which is conversing on a computer screen with other people. A conversational AI, on the other hand, is more conceptual than physical-based. Chatbots are able to include overview of conversational AI.
Chatbots allow users to find the information they are looking for quickly and efficiently. Instead of having to scroll through endless FAQ pages, or having to sit in long waits in a hold line to speak with agents, customers can receive a reply in seconds. But it is not the case that all chatbots utilize conversational AI.
Perhaps you've had a moment of frustration when a website's chatbot continually requests the same data or fails to understand what you were telling it. It's likely that you were conversing with an automated chatbot and rules-based, and with only a tiny amount of human-computer interaction.
There are many differences between chatbots that are conversational AI chatbots, and scripted bots. Chatbots that script require companies to write out all responses to customer questions beforehand. These responses are later matched up with keywords. When a customer's answer or question contains one of these words, the AI chatbot platform automatically responds with the scripted response.
There are numerous disadvantages of chatbots that are scripted compared to AI chatbots. They are the first to mention that these bots cannot provide the correct answer if customers use a word or synonym that differs even little from the one that has been pre-programmed. Companies that employ chatbots with scripts must perform the tedious work of thinking up every possible way to answer a customer's question and match the response of the script to it. Look at the Comcast example. At Aisera, you can know about Conversational Experiences.
If you think about how the rules-based bots must anticipate more than 1,700 different ways a person might have a basic question, it becomes clear why they can be frustrating and hamper users' experience. Compare this to conversational AI enabled chatbots that can identify synonyms and analyze the full context of what someone is saying to decipher a customer's true intention.
What is the reason? Conversational AI is becoming so important today
Companies use AI-based conversation for support, sales and marketing to be involved throughout the customer journey. One of the most popular and successful implementations is conversational AI for customer service and experience. It is a business that involves lots of repetitive work.
Since conversational AI does not rely on manually written scripts that allow companies to automate highly personal resolutions for customer service at a large scale. This allows every interaction to feel more personal and relevant, as well as reducing the effort and time needed to address problems. As a result, customers tend to report greater levels of satisfaction.
Businesses can employ chatbots to assist in identifying customers' issues and concerns, as well as determine common pain points and intervene before the customer even reaches out.
Conversational AI for Customer Service is extremely flexible and can be integrated into many customer service channels, including voice chat, email social media, messaging. This helps businesses scale support to new and emerging channels that can meet customers wherever they are.