Conversational AI is an AI-based technology that enables text-based tools like chatbots and virtual agents to interact with humans in everyday language. It uses machine learning (ML), natural language processing (NLP), named entity recognition (NER) and other AI technologies to contextually understand customer interactions.
A green and blue graphic with text that reads, "What is conversational AI? Conversational AI is the technology that enables specific text- or speech-based AI tools—like chatbots or virtual agents—to understand, produce and learn from human language to create human-like interactions."
It includes intent recognition and the ability to learn from interactions, making it more effective than traditional customer service chatbots. For example, while rules-based chatbots only provide specific answers, conversational romania mobile database AI can understand a query contextually and provide alternative solutions even if it has not been fed a specific query/answer. Thanks to its neural networks (NN), conversational AI tools can easily add new words and phrases to their vocabulary as well as take up customer conversations with support staff and chatbots. This makes them smarter and more precise in retrieving and providing answers over time.
Types of conversational AI
Conversational AI is applicable to any digital communication method. Common types include:
Virtual agents: These AI tools memorize habits and predict actions, so you can automate repetitive tasks like booking meetings or sending emails. They also make scheduling and rescheduling easier for your customers.
Voice assistants: These use NLP to speak aloud queries and answers for hands-free communication with users. They’re especially useful for accessibility.
AI chatbots: These chatbots expand the capabilities of rule-based chatbots by incorporating NLP, enabling customers to ask natural questions and receive highly relevant answers.
Multilingual translators: These tools translate interactions into the customer’s preferred language automatically.
Interactive voice response systems: These voice assistants enable interactive voice response systems to identify caller intent and solve or redirect hyper-specific customer service questions.