Conversational AI Chatbots - What You Need to Know



First introduced in 1966, chatbots are the reality of the customer support experience today. A reality that is not changing in the foreseeable future!

It has been quite a journey for companies making the switch to AI chatbots, as they have become a rising trend. AI chatbots are now being increasingly used by companies to provide a great customer support experience.

Its many benefits have made it gain popularity in both the B2B and B2C environments. Statistics say chatbots have seen 92% growth as a brand communication channel since 2019.

To understand the various hows and whys of AI chatbots, let us begin by understanding what chatbots are first.

What Is a Chatbot?

In simple words, a chatbot is a chatting (ro)bot! 🤖

Known as digital assistants, they interact with customers by providing a realistic experience. A chatbot is a software or computer program which simulates human conversation or "chatter" through text or voice interactions. Chatbots receive human inputs, interpret and analyze them. It processes their requests and provides appropriate answers.

Based on their programming there are two types of chatbots,

  1. Decision-based chatbots and
  2. NLP-based chatbots.

While both are programmed to solve queries, the former is basic in its approach and the latter more advanced. Decision-based chatbots function on queries selected by visitors. These behave as FAQ tools, programmed to answer queries based on a set of preloaded templates and rules.

Now that we know what chatbots are, let’s move on to understand what are AI Chatbots and how are they different than chatbots.

What Is an AI Chatbot?

AI chatbots are more advanced as they have the ability to understand human language better. They analyze the context, intent, and emotion of customers’ messages better. And thus, combine user input with Machine Learning, Natural Language Processing, and predictive analysis to reply.

Rightly called conversational chatbots, they are capable of solving queries without external monitoring. They can self-analyze users’ input over time, and reply based on the emotions detected in it. 

Here is an article that can help you better understand the difference between chatbots and AI chatbots,

👉 Chatbots vs. Conversational Chatbots

You must be wondering then, what makes AI chatbots process better than decision-based chatbots?

Let us understand the process that goes behind AI chatbot functioning

Take SimplyBot AI chatbot platform for example. 

The conversational AI chatbot comes with NLP, Machine Learning and sentiment analysis technology to help the bot understand customer queries better which further leads to more meaningful responses.

By deploying AI chatbots on preferred platforms, you can even deliver omnichannel support. Options like FAQ articles and seamless bot-to-human transfer lead to a great customer support experience.

Benefits of Using AI Chatbots:

â—Ź      They decrease response time and average handling time noticeably by solving queries faster.

â—Ź      AI chatbots come with intelligent analysis of the issues making routing of tickets to agents more smooth.

â—Ź      AI chatbots provide 24/7, uninterrupted support

â—Ź      They are highly customizable and can reflect your brand’s style and tone.

â—Ź      You can provide multi-lingual support to your customers using AI chatbots.

You can more about conversational AI chatbots here,

👉Conversational AI Chatbots - The What, Why and Everything Else

Conclusion:

AI chatbots have quickly become a part of modern customer support. They make it easier to resolve customer issues on auto-pilot by eliminating a significant amount of manual work for support agents.

Chatbots are to undergo more innovations as every day passes by. And having one for your business will help you deliver great customer support and even better experiences on the go!


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