Standard Chatbots vs AI Chatbots – We look at the differences

Person using a chatbot on PC
We look at the differences between standard chatbots and AI chatbots to help you choose the right solution for your business.

There are lots of benefits to using chatbots in your business. The main advantage is that it allows your customer to get answers easier and quicker whilst being available anytime -24/7. 

Most chatbots in business are found on webchat. These virtual assistants improve customer experience and allow your team members to handle more complex requests. 

But how can they help your business, and what is the difference between a standard chatbot and an intelligent chatbot? Here we take a look. 

Standard Chatbot – also known as rule or flow-based bots

A lot of the time, when people talk about chatbots, they mean rule or flow-based bots. These are chatbots that have pre-written questions and answers, e.g., if the customer says “X,” you tell the chatbot to respond with “Y”. You can set up a variety of decision trees and rules, but there is no ability to deviate from their provided answers or topics.

Standard chatbots can assist with basic customer service requests such as product enquiries or finding a store location.

You can use rule or flow-based bots chatbots to help customers with basic customer service requests such as FAQs, product enquiries or finding a store location. These “standard chatbots” are not designed for complex conversations and should never be used for account management or sales support. 

In these cases, this is where enquiries need a human touch and should be directed to your people. Yet, there’s another level, and this is where conversational artificial intelligence comes into play.

An artificial intelligence chatbot (AI Chatbot) – is also known as a virtual agent.

AI chatbots are powered by sophisticated technology that mimics human-like conversations. They can help your customer find what they’re looking for, answer FAQs, and walk them through processes. They do this all while maintaining a friendly and conversational tone.

  • Conversational AI is the ‘conversation’ part of the AI-based chatbot. This means they understand what your customers are saying and can have a human-like conversation.
  • Machine learning lets chatbots take on information. They can remember what was said and the best result, making recommendations based on previous interactions. You can also input data such as product information, so they have an extensive library of their own “knowledge.” 
  • Natural Language Processing (NLP) lets the chatbots understand a broader range of input – they decipher the context and emotion in the messages and even offer appropriate responses based on your feelings.

These intelligent chatbots can handle complex requests and queries. They respond quickly and more accurately, ultimately giving your customers a better experience. 

AI chatbots use natural language Processing (NLP), machine learning, and data training to provide customers with real-time support in complex situations where the answers are not already available.

Today’s customers have high expectations for service. To stay ahead of the competition, retain clients or win new ones, businesses must respond quickly and efficiently. 

Consequently, companies are turning towards AI chatbots to provide customers with immediate assistance 24 hours a day without having humans involved during every conversation.

AI chatbots can provide individual responses to customers in a way that feels personalised and sensitive to their needs.

AI chatbots take the conversational approach of standard chatbots one step further by responding more contextually than other bots. 

Just as humans do when speaking with one another, the AI chatbot learns from each conversation and gets to know the customer’s tastes and preferences. This level of relationship development is impossible for non-AI systems like chatbots without machine learning capabilities. Standard chatbots don’t have access to the same data that an artificial intelligence system does—and they also don’t have the ability (or desire) to develop emotional intelligence.

AI chatbots become an extension of your team.

AI chatbots don’t replace your employees; they help your customer service teams by deflecting common enquiries and freeing employees to deal with more complex queries. You can deploy an AI chatbot to work independently on a task, and when human intervention is needed, the chatbot will connect your customers to a live person.  

Companies need to learn more about their options when adopting AI technology to choose the best fit for their needs.

The first step for companies looking to implement a chatbot is determining their goals. These can vary widely depending on the business and its needs. While some may want to provide an automated way for customers to access basic information, others may be looking for a more personal experience. 

Consider an artificial intelligence chatbot if your business wants to deliver a superior customer experience.

Consider an artificial intelligence chatbot if your business wants to deliver a superior customer experience.

  • Artificial intelligence chatbots can be a good choice if you want to provide 24/7 support for your customers.
  • Artificial intelligence chatbots can be a good choice if you want to provide personalised customer support.
  • Artificial intelligence chatbots are also helpful when answering complex customer questions, especially when the answer involves multiple steps or instructions on how they should proceed.


In conclusion, there are many benefits to adopting chatbots in your business. It can help your business improve customer service and reduce costs by automating specific tasks. The key is knowing which type of chatbot is right for you!

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