A green and blue graphic with text that reads, "What is conversational AI? Conversational AI is the technology that enables specific text- or speech-based AI tools—like chatbots or virtual agents—to understand, produce and learn from human language to create human-like interactions."
Customer service chatbots are one of the most common examples of where conversational AI can be used in marketing. But not every chatbot uses this technology. Here’s the difference:
Rule-based chatbots, like those offered in Sprout Social’s Bot Builder, have question-and-answer pathways already set up. Rule-based chatbots are extremely useful when it comes to offloading general inquiries and FAQs from customer service teams’ plates. These chatbots can also provide business insights by uncovering common pain albania phone number data points, themes and service issues in customer inquiries.
Conversational AI agents and assistants go further. They use neural networks, natural language processing (NLP) and named entity recognition (NER) to contextually understand customer queries and provide the appropriate responses. They keep adding new words and phrases from customer interactions to their vocabulary, becoming smarter and more precise with time.
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What is the business impact of conversational AI?
Conversational AI tools and the customer learnings you glean from them have the power to improve and impact your entire business—from providing a better customer experience to giving your org a competitive edge and improving workflows.