We have reported below the key points for both technologies:

************************* CONVERSATIONAL AI *************************

PROS

• Conversational AI are ideal when you want to establish a relationship with the same customers over time, for repeat purchases.
• they do not require maintenance and they learn as they go along
• the quality of the conversation is more natural that using a ChatBot thanks to Natural Language Processing (NLP) and Machine Learning (ML)
• input to the chat can be in form of TEXT or AUDIO (like Amazon “Alexa”)
• can be used on many channels (websites, smart speakers, call centres, etc.)

CONS

• more expensive as they often need lengthy integrations with your Website, CRM, Databases
• changes to customer relationship need to be managed and communicated
• HR concerns as staff may need to be re-allocated and trained

*************************  CHATBOTS *************************
PROS

• simpler, less costly, they follow rules
• suitable for less transactional customers (each customer buys only once) and establishing a relationship is not that important

CONS

• less flexible with a clear set of rules
• conversation is less natural
• require maintenance to update/upgrade/modify the strategy and the rules
• can be used only on one channel (the chat and they respond to text only)