Conversational AI vs Chatbots: Whats the Difference?

Generative AI agents are computer programs that use interactive software to mimic human actions and responses. These virtual agents use generative AI — which creates original and realistic text, images, videos and other media — to power voice or text conversations. They can make inferences about themselves and others, recall previous experiences and formulate strategies based on their surroundings. Conversational AI is different in that it can not only help you with customer service tasks like chatbots but also help you complete longer-running tasks.

Chatbots are designed for text-based conversations, allowing users to communicate with them through messaging platforms. The user composes a message, which is sent to the chatbot, and the platform responds with a text. Aside from answering questions, conversational AI bots also have the capabilities to smoothly guide customers through digital processes, like checking an invoice or paying online. Your typical automated phone menu (for English, press one; for Spanish, press two) is basically a rule bot. This conversational AI chatbot (Watson Assistant) acts as a virtual agent, helping customers solve issues immediately.

Naturalness and User Engagement

They’re popular due to their ability to provide 24×7 customer service and ensure that customers can access support whenever they need it. As chatbots offer conversational experiences, they’re often confused with the terms “Conversational AI,” and “Conversational AI chatbots.” Whether you use rule-based chatbots or some conversational AI, automated messaging technology goes a long way in helping brands offer quick customer support. Maryville University, Chargebee, Bank of America, and several other major companies are leading the way in using this tech to resolve customer requests efficiently and effectively. With the help of chatbots, businesses can foster a more personalized customer service experience.

Conversational AI encompasses a broader range of technologies beyond chatbots. While chatbots are a subset of conversational AI, not all use conversational AI technology. This distinction arises because some chatbots, like rule-based ones, rely on preset rules and keywords instead of conversational AI.

What Powers Conversational AI?

When the source is updated or revised, the modifications are automatically applied to the AI. This is where conversational AI can step in, contextualising and customising interaction, which can pick up on negative tones and can switch to a sympathetic tone. This means you can provide a resolution to customer complaints, keeping users happy.

Microsoft describes Bing Chat as an AI-powered co-pilot for when you conduct web searches. It expands the capabilities of search by combining the top results of your search query to give you a single, detailed response. Though ChatSpot is free for everyone, you experience its full potential when using it with HubSpot. It can help you automate tasks such as saving contacts, notes, and tasks. Plus, it can guide you through the HubSpot app and give you tips on how to best use its tools.

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