Conversational Intelligence vs Chatbots: Everything you need to know
In today’s digital-driven world, the power of being human is almost ignored.
In 2021, an estimated 85% of online visitor interaction was handled without human involvement. The writing is on the wall. Chatbotting systems are now an integral part of the sales and marketing process.
Still, people value human interaction above all else in the customer support process. Prospects want conversation that feels authentic and memorable. It goes a long way in building trust.
Artificial intelligence Ai companies have caught onto this trend. Now, chatbot systems have been designed to offer a more ‘real life’ experience: conversational AI. But what is this technology? And how is it different to a typical chatbot?
This latest article will offer a 101 guide to everything you need to know about chatbots and conversational AI systems. We’ll break down why so many businesses are starting to adopt them and how you can implement them into your digital sales strategy moving forward.
What is a Chatbot?
At its most basic level, a chatbot is a programmed system that gives website visitors the chance to talk to a brand using their device. Almost as if they were interacting with a human being. Typically, chatbots tend to use a text-based approach, through messaging pop-ups or a website-integrated chat interface. This allows the user to hold semi-intelligent conversations with quick answers to common questions.
Chatbots have fast-become one of the most popular brand contact channels the world over. In fact, they’ve increased a staggering 92% between 2019 and 2020 – and for good reason.
According to Comm100, chatbots handle nearly 70% of customer-led chats from start to finish. This heavily lowers the need for human-based customer service and frees up the reliance on physical staff hugely.
When we talk about traditional chatbots we’re referring to a rules-based bot. These are systems programmed with a predefined workflow built around pre-written questions and answers. In layman’s terms, rules-based chatbot “chats” exist long before an inquiry is made. The visitor triggers a conversation through a pre-written question and the chatbot guides them through a mapped-out, FAQ-style conversation flow-chart – with no ability to deviate.
Why should I use a Chatbot?
The answer to this question is simple. Rules-based chatbots reduce the strain on both businesses and buyers.
The traditional customer service model is noisy, chaotic, and highly impractical for the user. Think slow response email systems and the dreaded customer service phone queue.
The average time spent on hold is 90 seconds. An estimated 60% of people hang up within the first minute. Naturally, this is a big problem for businesses.
The role of a rules-based chatbot system is two-fold. First, they provide an instant resource for simple FAQ-driven questions. Second, they lower the need for expensive human response teams. No two people are the same, and humans introduce a great deal of variance to the question-response process. People don’t follow the same conversation over and over again the same way.
Rules-based chatbots control this variance. They put visitor inquiries through a pre-designed problem-answer-response dialogue funnel, and with several core advantages:
What is Conversational AI?
Conversational AI gives us the ability to communicate directly with computers. A hub for Ai enabling our devices to simulate realistic, faux-human conversation with us.
This technology exists all around us in our day-to-day experiences. Think: Siri, Google Hub, Amazon Alexa. These are all examples of the growing demand for automated conversational assistance.
Conversational AI chatbots are no different. The AI allowz the chatbot to understand your needs and speak back with you. It memorizes what you’ve discussed and covers a broad range of inputs.
For any company with a web presence, chatbots need Ai to understand the variance offered in human conversation. All while boosting the experience to enable complex actions and better assistance. AI takes chatbots to a whole new level. It means the user is no longer limited to simple text-based messaging. The integration allows prospects to become qualified leads, schedule demos, cancel memberships, close accounts, and upgrade plans, all without human assistance.
How does Conversational AI work?
Combining natural language processing (NLP) and machine learning (ML), the AI develops a constant feedback flow that improves its knowledge of conversation.
Developed by advanced algorithms, ML allows the chatbot to increase its potential with every input. In short, as the human variance is input, the algorithm improves, allowing it to constantly process, understand and respond in a more accurate and human way.
But, while machine learning can be beneficial, it isn’t alone in this process. When partnered with NLP, the chatbot elevates to a whole new level of human. Through complex natural learning technology, NLP furthers the bots’ knowledge of language. This gives it more options, with more accurate outcomes for the user.
Why should I use Conversational Intelligence to power my chatbot?
A Personalized Experience
Cost-Effective Customer Care
Improved User Experience & Customer Experience
Data. Data. Data
Key Differences & Considerations
There are several differences in the chatbot versus conversational AI debate. It’s worth establishing that chatbots and conversational AIs aren’t opponents. They work hand-in-hand to lift user experience.
Conversational AI is an advancement that not only softens the landing where the traditional rules-based chatbot falls short… it takes the system to an entirely new level of interactivity.
As we know, a rules-based chatbot is a bounded system with predefined, limited categories. Conversational AI, by comparison, is focused on dialogue systems that allow the chatbot to overcome human variance. It offers a better view of visitor intent, compensating when the user has an unexpected problem or changes their request.
We’re no longer constrained by words going back and forth. Conversational AI truly opens the door to all kinds of messaging, engagement and queries. Rules-based chatbot systems just don’t come close.
Conversational Intelligence vs Chatbots, which should you use? In the long-term, conversational AI is almost always the better option for a business.
Be prepared to spend time mapping out your chat flows. It requires a dedicated team to set up effectively, but the time spend is well worth the investment. Once set-up, conversational AI can reduce the reliance on human resources, handling everyday tasks with ease.
No matter which system you choose, it’s never worth writing a chatbot out of the question. Don’t leave your prospects without anything. Intelligent or not, chatbots are a great way of boosting user experience.
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Originally from Iver in the United Kingdom, which she will proudly tell you is near where the Queen lives, Christina moved to the U.S.A. in the early 2010s before founding InsideOut in 2015. Fast forward 12 months to 2016 and InsideOut had 150+ employees and a 7,500 square-foot facility based in Florida! With 25+ years in sales and operations, the majority of which has been at board level, those who have met Christina would agree that she strives for operational excellence on a daily basis, consistently working to develop the individuals at InsideOut and help them unlock their full potential.