Post by Rupa on Dec 5, 2023 3:24:21 GMT -5
Both types of chatbots can answer customers’ questions about the status of an order, or help them find the right products on a store’s website. The main difference is that the AI-based chatbot learns from the help content without additional training or rule-setting. It understands the intent behind customers’ questions and uses the help content to generate personalized answers. Thus, questions do not need to contain keywords for the chatbot to understand them. This makes interactions with them feel more natural to customers.
Voicebot, on the other hand, talks to Email List customers through speech. It works, for example, on smart speakers or mobile apps.
The simplest in-store voice assistant answers questions about products and store operations in voice form in a similar way to a rule-based chatbot. However, AI voicebots can combine functions of:
salesperson – welcoming the customer to the store’s website and advising during the purchase,
sales representative – inquiring about customer needs and expectations,
support department – checking order status and answering FAQs
Voicebot integrated with e-commerce will redirect the call to an employee only for unusual tasks or those requiring a decision beyond standard operating procedures.
Chatbot vs voicebot in e-commerce. What are the similarities?
Both technologies, chatbots and voicebots use advanced artificial intelligence algorithms that analyze natural language to understand intentions and generate responses. They can also learn from human conversations.
Technically, however, the two technologies work similarly:
They accept input from the user in the form of text or speech.
They analyze them with NLP to understand intentions and “extract” information.
Based on this, they formulate a response in natural language – text or voice.
In some solutions, they combine machine learning and deep learning to continuously improve the quality of understanding and responses.
This allows chatbots and voicebots to, among other things:
provide advice,
answer frequently asked questions,
recommend products,
take orders or
solve customer problems.
Voicebot, on the other hand, talks to Email List customers through speech. It works, for example, on smart speakers or mobile apps.
The simplest in-store voice assistant answers questions about products and store operations in voice form in a similar way to a rule-based chatbot. However, AI voicebots can combine functions of:
salesperson – welcoming the customer to the store’s website and advising during the purchase,
sales representative – inquiring about customer needs and expectations,
support department – checking order status and answering FAQs
Voicebot integrated with e-commerce will redirect the call to an employee only for unusual tasks or those requiring a decision beyond standard operating procedures.
Chatbot vs voicebot in e-commerce. What are the similarities?
Both technologies, chatbots and voicebots use advanced artificial intelligence algorithms that analyze natural language to understand intentions and generate responses. They can also learn from human conversations.
Technically, however, the two technologies work similarly:
They accept input from the user in the form of text or speech.
They analyze them with NLP to understand intentions and “extract” information.
Based on this, they formulate a response in natural language – text or voice.
In some solutions, they combine machine learning and deep learning to continuously improve the quality of understanding and responses.
This allows chatbots and voicebots to, among other things:
provide advice,
answer frequently asked questions,
recommend products,
take orders or
solve customer problems.