In this article we are going to highlight the difference between two concepts that are often confused with each other. We talk about the differences between conversational bots and Artificial Intelligence.

They are two closely related terms, but in reality they are not at all synonymous. In fact there is a typology of conversational bots that does not rely on AI.

In fact, Artificial Intelligence is a step above, since it is not a tool but an advanced resource to enhance tools and procedures. We will explain this in more detail below.

THE USE OF ARTIFICIAL INTELLIGENCE IN CHATBOTS

To many people it still sounds like something out of science fiction, but Artificial Intelligence is something we all live with much more than we are aware of.

Every time we use something as everyday as an Internet search engine or type any text on our cell phone, we are making use of it in a completely transparent way. Connected devices “learn” from the way we use them, both personally and by extracting usage patterns based on different segments of the population (another very famous concept comes into play here: Big Data).

This, taken to user-machine interaction in the context of eCommerce, has one of its greatest exponents in conversational bots. Thanks to the use of technology, we can achieve advanced systems that provide solutions to increasingly complex queries using natural language and semantically interpreting the intention behind the user’s query.

Moreover, AI enhances an already existing tool, and does so by providing new strategic variants and functions. It directly turns chat into an ally when it comes to converting and closing sales. Undoubtedly, this is the real leap in quality with respect to those versions of bots that do not incorporate the use of Artificial Intelligence.

SO, ARE THERE CHATBOTS WITHOUT ARTIFICIAL INTELLIGENCE?

Yes, and it is something relatively frequent. If we understand as conversational bot a software that is able to interact with a user we can distinguish between the intelligent ones and the ones that use something called ITR (Interactive Text Response).

The latter allows us to configure the tool by setting a series of predefined responses that will be launched by the system according to the user’s questions.

The main difference with those bots operated through the use of Artificial Intelligence is that ITRs base all their effectiveness on what we are able to foresee and define previously. They do not have the ability to learn from the interaction or use the natural language of people, so they are less accurate.

ADVANTAGES OF CONVERSATIONAL BOTS WITHOUT IA

Do not make the mistake of assuming that by using a chatbot that does not incorporate AI, you are dealing with a necessarily basic tool.

On the contrary; if you are working with an advanced solution, the synergies and possibilities are practically endless. In fact, the chatbot does not have this technology, but through its connection via API it allows you to do amazing and really advanced things like tracking orders, displaying a map so that the customer can get directions to your physical store, showing recommendations in the chat co-viewer directly…

The implementation is very fast although it requires a detailed and deep analysis of the circumstances of use in which it is necessary.

This has the enormous advantage of working from the first moment exactly as well as 6 months later. Its effectiveness will always be the same and does not require a “running-in” time to evolve.

They can be somewhat cheaper, although not in all cases, and they do not represent a substantial difference with an AI-supported solution.

ADVANTAGES OF CONVERSATIONAL BOTS WITH IA

They are a living tool, capable of training itself. Thus, their effectiveness increases with the simple passage of time. What’s more, the higher the number of interactions, the better the decision making process.

If we are talking about highly complex technical systems, this is obvious, but one of the best things about these bots is that this is not transferred neither to the implementation nor to the day-to-day management.

The tool is less dependent. It could be used 100% autonomously, but even in cases where Artificial Intelligence is used, the human touch is always advisable for a matter of empathy and the ability to react accurately to new situations.

It also gives us the possibility to attend our public 24 hours a day, which is much more complicated if we need to have staff resources available all day long. We hope we have clarified the differences between conversational bots and Artificial Intelligence.

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We often talk about digital transformation and how its consequences have transformed our daily lives. While this is true, as technological innovations span all fields and offer us new opportunities, first of all, we need to know what this phenomenon truly means and its relationship to data. Thus, digital transformation can be referred to as the application of digital capabilities to processes, products, and assets to improve efficiency, customer experience, manage risk, and uncover new revenue-generating opportunities.

Digital transformation: what it is and its technology

Digital transformation is the integration of digital technology into all areas of an organization, which comprehensively changes the way it operates and delivers value to customers. On the other hand, it also implies a cultural change in which companies must adapt to the context and to the new needs of consumers.

What does this phenomenon entail? Among other things, the redesign of products, processes and strategies through digital technology. In addition, it affects all areas of an organization: supply chain, workflow, employee skills, customer interactions and the variation of the final value.

This digital transformation at the enterprise level makes it possible for companies to meet the needs of consumers at the pace and with the quality they demand. To this end, the emergence of different technologies make it possible to meet these needs, such as cloudcomputing, information technology, mobile platforms, machine learning and artificial intelligence technologies.

In addition, there are other technologies driving digital transformation in forward-looking companies that are interesting to know about: blockchain, augmented reality, virtual reality, social networks and the internet of things (IoT).

The importance of data in the customer experience

Digitization turns processes into data, which allows companies to view their actions and analyze them based on objective facts. Considering that companies are built through processes with the goal of creating efficiency, focus and quality, digital transformation reduces the processes a company does, automates the work to people and turns the process into software.

Data shows that users matter and that customer experience is vital. Thanks to data and the ability to associate it with indicators or problems through analytics, companies can become more efficient and change what they do wrong. In terms of employeexperience, as Up Spain points out, data shows the needs and what is happening with the employee, beyond the organization being able to draw its own opinions.

In addition, data makes companies quick to meet the needs or expectations of customers and employees in an increasingly volatile and competitive market. Therefore, process automation is necessary, transforming processes and making them more reliable, as well as relieving the workload on employees.

From the customer experience, it is not how quickly the organization answers the phone, but how quickly the customer can complete an order. The customer experience and satisfaction lies in the fact that the customer does not need multiple conversations with the organization. The need for a meeting can be done quickly and done once.

Conclusion

The digital transformation brought about by the explosion of data and connected devices is a limitless world of opportunity for organizations, enabling the improvement of the customer experience. Data collection and analysis makes it possible to innovate and generate new ideas to create better products and provide good customer service.

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