November 28

Are chatbots AI or automation?


messenger marketing

From robo-advisors, to predicative analytics, to the systematic automation of manual processes, artificial intelligence is disrupting the finance industry more every day. This disruption is a divisive topic. Excitement surrounds every advancement, but so do pleas for legislation and restrictions.

Customers value convenience, but their inertia to adopt innovation has been identified as one of the major forces slowing down fintech. Likewise, finance workers fear job displacement, but 80% believe their business is at risk from a failure to evolve. AI is a force to be reckoned with, but is it a force for good?

But will Chatbots replace RPA?

Some business use cases lend themselves more to RPA while others favor more of a conversational Ai approach. But where customer or employee engagement meets automation there may be an argument for Conversational RPA.

Conversational AI is a newer technology that is key to digital transformation. The use cases are increasingly not just focused on simple Q&A type interactions. Rather, chatbots can now understand high-level customer intent and route it to a task-oriented automated chatbot or an RPA bot to execute the necessary tasks. As this evolves and matures, conversational AI bots are set to enhance some RPA workflows by adding a conversational element to them.

What Are the Main Differences between Chatbot Automation and Robotic Process Automation?

Both chatbot online and RPA encompass a series of technologies such as artificial intelligence (AI), machine learning (ML), intelligent automation (IA), and inputs.

But there are certain differences in their structures, procedures, and most profitable uses.

AI chatbot uses natural language processing (NLP), for human and machine interaction, and unstructured inputs to develop its own logic and improvise actions. In contrast, RPA uses structured logic and inputs to operate from simple to complex business tasks. However, robotic automation allows AI and ML tools to make more complex decisions such as output evaluations and judgments.

Myth: All chatbots use AI

We often use the term artificial intelligence to describe any piece of technology that mirrors human interaction, but technology that’s designed to answer very specific questions, like “What time is my flight,” isn’t really true AI.

“Engineers are always saying ‘Stop using that word,’” Brehm says. “It sounds nice and is great for marketing. But what we have now is very good machine learning. We’re far away from programs that can learn for themselves.”

Target lead generation

If a business uses an omnichannel marketing model, chatbots can be used to communicate customized messages with consumers across various platforms in order to create brand awareness and for the promotion of products. Chatbots also increase the possibilities by asking relevant questions and motivating them to submit an inquiry.

Unlike human workers who take regular intervals during work, chatbots work relentlessly by interacting with the consumers, providing answers to common questions, assisting customers in various tasks 24/7. Moreover, bots with machine learning capabilities are constantly learning from customer interactions and over time begin to solve more challenging questions.


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