Should I use a chat or chatbot?
During recent client conversation it became apparent the there is confusion over the differences between a chat tool and a chatbot tool.
Chat systems can be broadly categorized into two main types: bots and live chat systems. While both types serve similar purposes, their underlying technology and functionality differ.
This post will explain the differences and why you may choose one over the other or even use both.
Chatbots
Chatbots are computer programs that simulate human conversation through text or voice-based interactions. Artificial intelligence (AI) and natural language processing (NLP) algorithms often power them.
Chatbots can be further divided into two subcategories:
Rule based bots
Rule-based bots follow predefined rules or scripts to respond to user inputs. They are programmed with specific responses based on keywords or patterns in user messages. Rule-based bots are limited in their capability to handle complex questions and require extensive scripting to cover various scenarios.
AI Powered bots
AI-powered bots utilize machine learning algorithms and NLP techniques to understand and respond to user messages. They learn from large datasets and can handle more sophisticated conversations. These bots can adapt to user behavior and provide more personalized and context-aware responses.
Examples include virtual assistants like Siri, Alexa, and Google Assistant.
Live chat systems
Live chat systems involve real-time communication between users, human agents, or customer support representatives. They are typically employed on websites or applications to provide immediate assistance and support. Live chat systems offer features such as:
Types of live chat
a. Real-Time Communication: Live chat systems enable instant messaging between users and agents, fostering quick and efficient interactions.
b. Personalization: Agents can access user information and chat history to provide personalized assistance, addressing specific queries or concerns.
c. Multichannel Support: Live chat systems often support multiple channels, such as websites, mobile apps, and social media platforms, allowing users to reach out through their preferred medium.
d. File Transfer and Collaboration: Live chat systems may facilitate the exchange of files and collaborative features, enabling agents and users to share documents or work together on tasks.
Summary
Chatbots leverage AI and NLP technologies to automate conversations and handle various tasks, while live chat systems prioritize real-time interaction with human agents to provide personalized support. Both types play significant roles in improving customer service, enhancing user experiences, and streamlining communication processes.
You can see that we have added a chatbot on this site. It’s a relatively simple solution to segmented questions and directing visitors to specific pages on your site.
Starting with a simple bot can help you add organization to your site with a little effort and basically no cost.
Live chat is much more complex and more expensive. You would need to allocate staff to monitor and respond to incoming chats. It would be important to have specific guidelines for chat conversations much as you would set forth rules for a receptionist who’s the first person the public meets.
Configuration for live chat is also more complex. It involves setting up the rules and routing of incoming chats, among others.
Start with a simple bot and you’ll be surprised and how effective this can be as it will work for you 24/7 and never ask for a day off!
