Today, conversational platforms are used by developers to build conversational user interfaces, chatbots and virtual assistants for integration into messaging platforms, social media, SMS, website chat.
When choosing a conversational platform it’s important to ask what kind of experience do you want a conversational platform to create for your customers? And what is a better fit, a traditional chatbot or virtual assistant based on the most common use cases?
Chatbots are typically text-based and are programmed to reply to only a certain set of questions or statements. Chatbots are not programmed to respond to a change in use of language. They have a structured dialogue, and are specifically programmed to answer specific replies to specific questions and it cannot reply to complex questions that are not programmed in it.
Depending on your business needs Chatbots are ideal for the following use cases:
- Answering account inquiries
- Confirming shipping and tracking order information
- Collecting customer feedback
- Assigning customer requests to support teams
On the other hand, Virtual Assistants are much more sophisticated. They leverage AI and Natural language processing (NLP) in the automation of conversational dialogue and learn from instances to provide an unpredictability to their behavior. That way they can have a long human interaction. Virtual Assistants are typically leveraged to perform slightly complicated tasks as well.
Below are more complex use cases for Virtual Assistants:
- Comparing products or finding the best product based on the customer’s needs in real-time
- Processing sensitive information with live agent support
- Capturing data and interpreting information that aids in future customer decision-making
- Assisting the live agent by populating the agent’s screen with helpful information based on the customer’s questions or key terms.
The goal of a conversational platform is to simplify communication between businesses and customers. This involves automation across several channels, ensuring that customers have easy access to a business regardless of the platform they use. Choosing a conversational platform is a costly investment. It’s important to choose a platform that meets your business goals and requirements. Before making a decision be sure to determine the features you’re seeking and define the use cases that match your customer experience strategy.