Chatbot vs ChatGPT: Understanding the Differences & Features

AI solutions like those offered by Forethought are powered by machine learning and natural language understanding that can learn from your data and understand the intent of a customer inquiry. With the rise of generative AI (hello, ChatGPT) the world of support automation is rapidly evolving. AI Virtual Assistants continuously learn from past interactions and results, allowing them to communicate effortlessly with users from start to finish. AI Virtual Assistants can also remember the context of a user’s previous question, ensuring the conversation flows naturally rather than having to repeat or start over. By recognizing patterns within past and current requests, AI Virtual Assistants are able to give accurate responses to users within seconds.

But staffing customer service departments to meet unpredictable demand, day or night, is a costly and difficult endeavor. Nearly 40% of internet users worldwide prefer interacting with chatbots to virtual agents, and as their popularity increases, more sectors are adopting chatbots for both customer-facing and internal needs. According to Juniper Research, chatbots saved businesses across the retail, banking, and healthcare sectors 2.5 billion hours annually from 2018 to 2023.

Unlock the Future of Conversational AIwith our 2023 trends guide

The difference between rule-based and AI chatbots is that rule-based chatbots don’t have artificial intelligence and machine learning technologies supporting them. Conversational AI, when implemented in chatbots, makes them smarter and more efficient. But the important fact to be noted is that not every chatbot has conversational AI induced in it. There are these traditional chatbots that can perform only a limited number of tasks, which usually involve responding to common FAQs. Conversation AI enables you to perform much more things efficiently rather than translating web content into chatbot responses.

According to the need for more advanced solutions for your use cases, you can either choose chatbots or conversational AI. If you are looking for a more personalized choice to improve your user experience, using conversational AI can be suitable for your needs. However, it depends on your use cases for sure, so be sure to evaluate whether or not you want to offer more personalized experiences. Since chatbots rely on text-based interactions, they can be used for simple needs and interests. In general, chatbots are unable to remember the context of earlier exchanges within a discussion. The way that each user inquiry is handled individually could lead to less individualized and comprehensible dialogues.

What is a chatbot?

Sometimes the interactions are structured as a decision-tree workflow where users can choose the appropriate responses based on their use case. These bots resemble automated phone menus in which the user must select a number of options before finding the desired information. This technology is perfect for resolving common customer complaints and FAQs.

Let’s compare and contrast chatbots and conversational AI, considering the various aspects and capabilities of these technologies together. Text-based or speech-enabled systems allow users to communicate with them via messaging platforms, chat interfaces, voice assistants, or even physical robots. Instead the chatbot should repeat the question in the answer to give the user context for the answer. This also avoids cases where there could be potential misrepresentation of the response if it is too simplistic. Alternatively, a human evaluator could go through the chat logs to randomly mark the accuracy of the bot’s responses. Check out the key differences between chatbots and conversational AI to know which one suits your requirements and demonstrate smarter human like behaviour.

Conversational AI: Better customer experiences

Instead, AI Virtual Assistants never sleep, and they are in a 24/7 active learning modality. New intents, entities, synonymous, phrasal slang, and ways to resolve simple to complex end-user requests are continuously discovered, learned, and put into action almost in real-time. A continuous learning system that aims at 100% self-service automation for Customer Service IT Service Desk.

The best part is that it uses the power of Generative AI to ensure that the conversations flow smoothly and are handled intelligently, all without the need for any training. Conversation design, in turn, is employed to make the bot answer like a human, instead of using unnatural sounding phrases. Conversational process automation takes this one step further, and resolves the incoming query end-to-end, including in a company’s back-end systems, without agent involvement. This glorified representation of AI in movies can be defined as “Hollywood AI,” as machines achieve either human or superhuman intelligence and become a threat to the very people that created them.

Training a Chatbot: How to Decide Which Data Goes to Your AI

There are plenty of other gen AI use cases in customer support — from summarizing tickets to generating suggested replies for agents to send to customers. And these use cases will only continue to expand as the technology matures. If you’re on the lookout for an automation solution for your customer support, the first thing you’ll need to know is the difference between basic bots and their sophisticated counterparts. So here’s a handy guide to what sets the conversational and generative AI-powered best apart from the rest.

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