Conversational AI, or conversational Artificial Intelligence is the technology allowing machines to have human-like conversational experiences with humans. It refers to the process that enables intelligent conversation between machines and people.
Along with understanding what conversational AI is you should also be familiar with operational AI and its function within customer support.
What is conversational Artificial Intelligence (AI)?
Unlike chatbots, conversational AI is not about rule-based interventions, they have a firm structure and mostly relies on ML (Machine Learning), NLP (Natural Language Processing), Input Analysis, and DM (Dialog Management) to offer a more dynamic and unrestricted user experience than chatbots. Conversational AI uses a dialog flow system to provide a more advanced and exceptional service experience in human-bot interaction. Simply put, it refers to a set of artificial intelligence technologies that facilitates’ intelligent’ communication between computers and humans.
Conversational AI generates responses using linguistic rules and by incorporating machine learning and contextual awareness. Artificial Intelligence can customize the responses given to customers and predict their needs rather than simply interpreting the request of a user.
NLP also enables machines to understand and comprehend voice as well as text inputs. Meanwhile, on the other hand, chatbots mostly depend on algorithms and language rules to interpret the meaning of a question and to select a proper response using natural language processing.
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- – Everything you need to know about machine learning chatbots
- – The pros and cons of a flow-based chatbot
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- – Do customers really want voice chatbots?
- – How to explain chatbots to your gran
What is a chatbot?
A chatbot is typically a rule-based software system designed to automate certain interactions with humans. Since they only serve a specific purpose and are therefore meant to follow a certain flow, they are relatively easy to build.
However, this also means that a chatbot can only give answers or reactions to a predefined question or instruction. This means that its answers are already pre-determined and there is only limited room for maneuver for the course of the conversation.
From the list of functionality, it is clear to see that there is more to conversational AI than just natural language processing (NLP). And because conversational AI or advanced chatbot solutions are tasked with automating underlying workflows or tasks to respond to user intents and fulfill customer needs, they generally combine conversation flows with process flows. This makes it less complicated to build advanced bot solutions that can respond in natural language while also executing tasks in the background.
Creating and managing conversational AI applications is not simple which is why many enterprises turn to a conversational AI platform to help incorporate many of the above-mentioned capabilities more easily without having to have a big pool of AI and developer talent .