Currently, chatbots or virtual assistants have become essential tools to improve the interaction between companies and their customers. Although these terms are often used interchangeably, they present fundamental differences in terms of functionality, complexity, and applications.
Discover in this article the differences and how each of these can add value to organizations.
The word chatbot is the most generic and global definition, being software that simulates a human conversation. There are 3 types: Traditional Chatbot, Chatbot with AI and Virtual Assistants.
Traditional chatbots operate from a menu through a communication flow, and their main function is to answer frequently asked questions and perform basic customer service tasks. There is also the chatbot with AI that includes different technologies such as machine learning, natural language processing and among others, which more easily interpret user questions.
Most chatbots use databases of pre-programmed responses to interact with users, making them ideal for handling repetitive queries such as opening hours, product details or basic assistance. Additionally, they operate 24/7, providing immediate responses to user queries and thus improving customer service efficiency.
Virtual assistants are the evolution of these chatbots that not only use Artificial Intelligence and deep learning but combine these technologies with intelligent automation to perform repetitive tasks, they can interpret and respond more accurately to questions, regardless of how they are formulated, They use machine learning algorithms to improve their responses and skills over time, adapting to user patterns and preferences. They also offer more personalized interactions by remembering relevant information about the user and adapting responses based on context.
Continued advancement in artificial intelligence (AI), natural language processing (NLP), and natural language understanding (NLU) technology is blurring the lines between chatbots and virtual assistants. Chatbots are expected to become smarter, incorporating features of virtual assistants to offer more natural and efficient interactions. On the other hand, virtual assistants will continue to evolve, expanding their capabilities and improving customization and integration with various systems.
For companies, understanding the differences and advantages of each technology is crucial to choosing the right solution since they are powerful tools that, when used correctly, can transform the way companies interact with their customers, improving efficiency, satisfaction and loyalty.
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