The use of chatbots and virtual assistants is getting more and more popular as more companies are automating their businesses more.
But you might be asking yourself, which one does my company need to invest in, chatbots or virtual assistants?
Is there a big difference for my clients?
Here’s how to find out which technology works best for your company.
From Apple’s virtual assistant, Siri, in 2011, up to now, a lot has happened regarding solutions that bots provide to humans, until they reach the ability to talk to them and provide us with accurate answers to our questions.
During those years, many competitors for Siri emerged, such as the Amazon Alexa bot, the Snatch Bot and other robots that changed the way we interact and think about the role of robots in our lives, and how they can help us in our business.
Today, thousands of companies have chatbots that help their teams meet the needs of customers and users, and more points of interaction have appeared between users and bots, and this creates many questions about the limits of the help that bots can give us to achieve more automation.
Chatbot or default assistant, what’s the difference?
Back in 2011, Apple had a major goal in developing Siri, which was to have users have an assistant who could answer their questions and help them with their daily chores.
During the following years, Siri was able to integrate with other applications on Apple phones and with smart home devices, as it became able to control lighting, TV, schedule appointments, remind the user of his appointments, use it in cars and others.
But Siri still had weaknesses for many VAs, which is that many people have no idea what features the assistant offers them. There are also uses that Siri still has difficulty satisfying for users.
For example, if you ask the virtual assistant about the best pizza store or the best type that you can buy in your area, he will suffice to show you a list of stores near you in full, without nominating specific types, for example, which requires the user to search more.
Chatbots introduced another concept for the interaction of robots and humans.
She has a deeper understanding of what we are looking for, and can provide quick and direct answers to the user, without much waiting, and without the user needing to search by himself or more time.
What are the main differences between a chatbot and a virtual assistant?
Chatbot has the ability to answer a sequence of questions and ask options for the user to choose between them, and with the development of artificial intelligence, it has become able to understand the user’s vernacular language through NLP technology.
This makes it like a friend of the user who understands his language, makes suggestions and knows his preferences.
– The virtual assistant is distinguished by its ability to answer random questions to the user, even if they are not in a clear context or a sequence of questions, unlike chatbots, which makes it more practical in working life because it is able to deal with various questions at the same time.
– Companies have full control over the performance of the chatbot, and what it sends to the user, and updating it does not require much work, unlike the default assistant.
Over the past five years, chatbots have been able to gain more capabilities and deal with more user requests, and be able to help him in various matters, and save his orders instantly, which saves the user time and effort.
Those involved in these technologies argued that virtual assistants have the power to handle administration, scheduling, appointments, and help with housework.
Whereas, chatbots can be concerned with more executive matters, such as booking food, appointments, keeping orders, and dealing with a large number of requests instead of employees.
The recent Corona epidemic crisis demonstrated the size of the need for chatbots and its capabilities in spreading information and helping people to order products through the possibility of setting up a store on Messenger through chatbots.
The power of chatbots in crisis situations
The latest numbers only help to reinforce and prove the value of chatbots.
IBM reported a 40% increase in traffic to Watson Assistant from February to April this year.
The WHO Health Alert Service has also reached more than 12 million people via WhatsApp, with total messages on Facebook increasing by more than 50%, and the number of visitors to SnatchBot’s COVID chat program has reached 2 million within days.
Many technical experts believe that betting on chatbots may be the winning option in the coming years.
Chatbots after the recent crisis made it clear that it will be an essential part of our lives in the coming years, and that the companies that will invest to own smarter chatbots will be more able to provide a better service experience for the user, making his life easier.
The advantage of artificial intelligence chatbots is that it improves its performance through interaction with users, improvement in understanding the slang and the questions that users ask it.
Therefore, many companies, including Facebook, see through their research team that investing in smart chatbots now can provide a strong advantage for any company, regardless of its field of work, and give it the ability to provide more efficient performance to its users in the coming years.
The smarter your chatbots are, the more profitable it will be to invest in them in the near future.
As the capabilities of the chatbots increase, the greater the amount of help that can be provided to the user, and therefore companies can develop different chatbots for different purposes, which will gain acceptance with the increase in demand for this technology in the coming years.