Two conversational software that interact with the user and can be used to drive digital projects;
It is very easy to confuse some concepts about tools such as chatbot and virtual assistant. They have very similar characteristics, basically they are conversational software that interact with us using some level of intelligence, but with a direct approach it is possible to differentiate them.
After all, what is the difference between them?
Nothing better than deciphering words to memorize the differences between definitions. So, let’s see: Chatbot is a robot (bot) that interacts by chat — which includes messaging applications such as WhatsApp and Facebook Messenger, characterizing itself as a software that performs tasks automatically.
They do that through text messages, file submissions, and routing users to the appropriate channel. Typically, these robots are used in customer support for sales and service automation, for example.
Virtual assistants are prompted by voice or text and respond according to the availability of the most relevant information, as needed by the user.
Among them, famous solutions can be found, such as: Siri, Alexa, Cortana, and Google Assistant, present on various devices such as smartphones, tablets and computers. They assist in the use of these equipment and answer users questions by using conversational interfaces — instead of the messaging applications where they run chatbots.
What is not different between them
But many people get confused and notice other differences that are not real. The main mistake is to say that assistants are smarter, when that is not always the case. Some chatbots use state-of-the-art artificial intelligence to assist persona well.
It is true that the features and capabilities of most chatbots are more limited than those of virtual assistants, but this difference is less and less observed in some of these solutions. So, we won’t accept this as a universal truth, right?
Another myth is that chatbots should be used for unique functions, such as sending links to buy specific concert tickets in a producer’s chat website. Actually, they are able to perform an increasingly number of functions.
What are the advantages of each tool?
It would not be very useful to have a list of advantages without knowing how to use these tools in a humanized way, to improve the user experience and to develop a natural language, with consistent and useful responses.
It is always good to remember that this is what makes a difference and allows you to apply a truly innovative service model, because innovation depends on public acceptance.
Thinking about the experience, the great advantage we can see is the ability of chatbots and virtual assistants of preserving the user’s autonomy. They help in searches, directions to the ideal channel, with quick responses and, in case of assistants, they enable the user to be handsfree, because they can be triggered by voice.
As assistants evolve, they tend to “behave” as an intelligent secretary, who does research and guides us on the most diverse subjects while we perform other tasks.
More effectively and objectively, both technologies automate processes, lowering costs, increasing the company’s ability to scale its operation, and improving team focus on the public and on the strategy. In Customer Service, for example, employees can spend more time and attention on cases where they can make a greater difference and generate more revenue.
To choose the best option for your business, you need to understand your goals, audience, and what demand you expect for the tool. Review the processes and plan how a custom project using these tools — chatbot and virtual assistant – can drive your business. Let’s talk and develop the idea? Send an email to sales@.
