DFCU Blog

What’s the difference between AI chatbots and chatbots?

Let’s break it down even further.

A good way to understand the difference between AI chatbots and normal chatbots is to specify the names in a descriptive way, such as conversational AI chatbots and rule-based chatbots.

Just by categorizing these bots in this way, you can tell a little bit more about each just from the name.

The main thing that separates the two is that AI chatbots allow the user to dictate the conversation, whereas rule-based chatbots make users follow a pre-programmed conversation flow.

Conversational AI chatbots:

• Natural language processing
• Machine (deep) learning
• Learn from collected data overtime
• Respond in complete sentences
• Allow user to type responses freely

Rule-based chatbot:

• Operates by pre-programmed commands
• Doesn’t need large data set to output response
• User can only input what the chatbot allows them to
• Doesn’t adapt over time without human intervention

What are the benefits of an AI chatbot?

When compared to a rules-based chatbot, an AI chatbot comes with several additional benefits. These include:

Availability - By employing an AI bot in place of a human agent, it becomes much easier for businesses to provide 24/7 availability. Whenever a consumer has a question an AI chatbot is ready to give an instant response. Based on integrated systems and databases, it can actually help the member. A scripted chatbot can only follow the script.

Adaptable - Whether it’s for member service or support, AI chatbots have a variety of uses. The bot can adapt to the needs of the member.

Member experience - By collecting a wealth of additional data, AI chatbots can greatly improve the member experience. By fostering more interactions, they can streamline the member journey, deliver real-time personalization, and enable companies to collect actionable data that can be used to improve products and services. With a well set up, advanced AI-powered bot, a member can fulfill their entire member journey within conversations.