Chatbots are AI-driven computer programs that simulate human conversation and allow interactions with digital devices to unfold as if chatting with a real person.
A chatbot can be a catch-all term that describes any automated voice or digital interaction. These programs rely on rule-based configuration, which means they require human input to evolve and change. For instance, one won’t automatically know when a new knowledge base FAQ article can answer a customer query—you have to tell it to surface that information.
Chatbots are rule-based, using an “if, then” system to make decisions about what comes next in the conversations with your customers. Their functionality is limited by known variables as little machine learning is integrated.
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Customers expect seamless, speedy service. LiveVox lets clients build AI-enabled chatbots into existing messaging workflows on SMS and web channels with ready-made templates and out-of-the-box integrations for practical, intelligent campaign creation in minutes.
Omnichannel web chatbots are rule-based, while the more advanced IVR and virtual bots use machine learning to improve interactions. Both rely heavily on customer data, they just tap into it in different ways.
Preparing for broader AI and VA requirements is easiest when you’re partnered with a single provider whose platform is integrated and combines features and capabilities that can meet the full range of service prerequisites.
Implementing chatbots into your company’s workflow can easily seem like a daunting task. Maybe you picture an ultra-experienced computer coding genius setting up customer service chatbots for businesses. Does that thought make you feel hesitant about AI?
AI-powered virtual agents allow customers to resolve simple issues on their own via voice interaction, while chatbots engage in smart, humanlike conversations via text.