In 2024, Many people don’t know the difference between a chatbot and a virtual assistant. the trend of business development began to shift to the 5.0 trend where the use of artificial intelligence is increasingly being used. Forbes itself reveals that the tendency to use artificial intelligence is increasing and increasingly in demand. Meanwhile, there are 1.4 billion people using chatbots.
In this era of rapid artificial intelligence, Chatbot and Virtual Assistant are often mistaken for one entity. In fact, they are two different systems. Both have significant differences in terms of functionality, capabilities, and ways of use.Here are the differences between Chatbot and virtual assistant that you need to know.
Definition and Function
A chatbot is a computer program designed to mimic human conversation via text or voice. Chatbots are typically used to provide quick responses to common questions or handle simple tasks such as ordering, customer service, or information assistance.
Virtual assistants, on the other hand, are AI programs designed to help users with a variety of tasks, including managing schedules, providing information, conducting online searches, controlling smart home devices, and even executing voice commands. Virtual assistants tend to be more complex and provide a wider range of services compared to chatbots.
Complexity and Tasks
Chatbots usually tend to general and repetitive tasks such as providing general information, assisting in the ordering process, or providing basic customer support.
Whereas Virtual Assistants can handle a variety of tasks. They can perform time management, perform administrative tasks, provide recommendations based on user preferences, and even complete tasks that require integration with various application systems and platforms.
Pros
A chatbot helps businesses be present outside of normal operating hours. When using Chatbot services, you can respond and serve customers for a full 24 hours without time limits. By using a Chatbot, businesses can increase customer satisfaction because they will get full service throughout the day.
When using a human agent, customers have to wait for several minutes to get an answer, but the fact is that 60% of customers don’t want to wait more than a minute. The waiting time will be much shorter when businesses have a Chatbot. All customer queries can be answered
Virtual assistants are capable of performing multiple requests, including processing complex questions, managing smart devices, scheduling appointments, and performing other tasks sequentially or repetitively according to the user’s request. Virtual assistants are also specially equipped with hyper-personalized capabilities that allow them to tailor requests by learning the user’s interaction history and preferences. For example, they can instantly play a frequently heard song when you request “play favorite song”.
So, which one is better for my business? Chatbot or Virtual Assistant?
The choice between a Chatbot and a Virtual Assistant for business depends on a number of factors, including the type of business, user needs, and business goals to be achieved. Here are some considerations that can help in determining which one is better for your business:
Choose a Chatbot if:
- Want to improve customer service in a 24-hour business.
- Helps complete specific tasks (customer service, FAQs, or sales).
- Answer programmed questions in a short period of time.
- Provide relevant information to customers.
Choose Virtual Assistant if:
- Want to increase personal productivity
- Interpret sentences and enter the user’s wishes
- Assist with daily tasks like a personal assistant such as making appointments, reading documents, making calls, sending emails.
- Conduct interactive and advanced conversations like two-way human communication.
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