In the ever-evolving digital world, companies are constantly seeking to improve the customer experience and offer increasingly efficient support services. Two technologies that have gained ground and are increasingly important in contact center realities are the Conversational AI and chatbots. Although they are often used synonymously, chatbots and Conversational AI are based on different principles that it is important to understand in order to make the most of their potential in customer care.

Key differences between Conversationa AI and chatbots

As we said, at the conceptual level chatbot and Conversational AI may seem synonymous, in reality they hide different technologies. If chatbots rely primarily on predetermined rules and scripts, limiting adaptability, conversational AI enables them to overcome these constraints through advanced NLP and machine learning techniques. Let's look in more detail at the main differences between these two technologies at the center of the customer service revolution.

Characteristics of chatbots

Chatbots are computer programs designed to interact with human users naturally and automate simple interactions, such as answering frequently asked questions.

There are two main types of chatbots: those based on rules and those based on AI.

The simplest ones are based on predetermined rules that allow you to answer standard questions by following predetermined conversation paths. They can be useful for answering FAQs or performing simple tasks but cannot adapt to new questions.
Chatbots that leverage AI to better understand the user's natural language are able to continuously improve their responsiveness through machine learning.

Features of Conversational AI

Conversational AI is a broader concept that includes AI-powered communication technologies such as chatbots and virtual assistants.
Conversational AI, through the use of NLP (natural language processing) techniques and machine learning, is able to analyze human language more deeply by understanding its intent and meaning. By learning from previous dialogic exchanges, Conversational AI is able to constantly optimize its cognitive performance.

Conversational AI and chatbots for an effective customer experience

Understanding the specifics of chatbots and conversational AI is the first step, but what is the best way to harness their potential in customer service and truly improve the customer experience?
Chatbots and Conversational AI can be employed to autonomously handle standard user requests, providing H24 and multichannel assistance. But it is also possible to customize interactions based on the information collected, creating a unique experience for each customer.

Personalization and context

Both Conversational AI and chatbots offer the ability to personalize responses and tailor conversations based on user information. Using these technologies, more relevant and engaging interactions can be created, improving the overall customer experience.

Multichannel support

Conversational Artificial Intelligence enables the delivery of effective assistance across all major touchpoints, from the website to social media.
By choosing the most appropriate solution, it becomes possible to provide rapid and personalized assistance by taking advantage of AI.

Automated and self-service support

Conversational AI and chatbots make it possible to automate support and provide self-service solutions to customers. By implementing these technologies, customers can get immediate answers to their questions and solve common problems without having to wait for a human operator to intervene.

Continuous improvement

Both technologies, Conversational AI and chatbots, can learn and improve over time. By using machine learning and conversation data, responses and interactions can be optimized to provide increasingly effective service.

How XCALLY uses chatbots and Conversational AI to improve customer experience

XCALLYis a platform that synergistically leverages chatbots and conversational Artificial Intelligence to revolutionize customer service. With advanced natural language understanding and reasoning capabilities, XCALLY systems are able to understand customer requests even when phrased in a non-standard way, adapting progressively.

  • XCALLYand chatbots: chatbots handle recurring questions independently, providing immediate answers via the website or mobile app. In the case of more complex queries, the virtual agent knows how to direct the user to a live operator, ensuring effective assistance at all times.
  • XCALLY and conversational AI: The omnichannel suite also leverages the power of conversational AI to continuously improve the performance of its virtual assistants through continuous model refinement. The data collected, while respecting privacy, enables the delivery of a personalized customer experience in real time.

With XCALLY, even the most demanding companies can handle large volumes of requests while offering empathetic and tailored assistance to increase loyalty and customer satisfaction.