Chatbot Smarts: How to Choose Between Rules-Based and AI

Chatbots are a very helpful technology. They reduce the time a support team has to spend on answering questions. There are other uses for them as well. However, chatbots are also an investment and may require updates and maintenance. As a result, it is important to choose the right type of chatbot. Do you need one based on rules or AI? Let’s find out.

Rules-Based Chatbot

To put it simply, rules-based chatbots (RBCs) have predetermined answers. They use if-then logic. RBCs search for keywords in the text that users send and return fixed answers based on scripts. Often, RBCs offer buttons to a user, which also lead to specific replies. 

RBCs are relatively easy to make. Their development takes up less time and resources, and it does not require a lot of expertise. However, RBCs have a lot of limitations.

• RBCs do not “remember” chat history.
• Any new script should be added manually.
• RBCs cannot respond to questions that are different from what they have been programmed with. If they do not “understand” a question, they cannot do anything to “understand” it better.

Fortunately, RBCs often can redirec their user to a human. As a result, RBCs automate repetitive conversations, leaving a company’s team to deal with more complicated queries. 

The AI Chatbot

AI chatbots (AICs) are much more complex than RBCs. 

• AICs use Natural Language Processing to “understand” what a user means based on factors like semantics and sentence structure. 
• Machine Learning (ML) enables AICs to improve over time by “learning” from each interaction.
• AICs “remember” the history of interactions and react accordingly, taking into account what they already know about the user.
• These chatbots can integrate with various software, including customer relationship management systems. 
• AICs can ask clarifying questions when they do not “understand” the client’s words. 

All of that results in personalized communication with the user. Additionally, AICs can initiate conversations. They can also be multi-lingual. 

The primary disadvantage of AICs is the fact that they require a lot of time, resources and expertise to be created and fine-tuned. Still, due to ML, AICs are capable of improving on their own over time. However, AICs can misunderstand users. In such instances, it is a good idea for AICs to redirect questions to humans. 

Which Chatbot to Use?

Chatbots are important digital touchpoints and essential to an organization’s digitalization journey.

Taru Jussila

Both types of chatbots can be useful for their own purposes. You just need to take into account their respective strengths and weaknesses to determine how to use them.

RBC

• For small companies and start-ups, RBCs can be the better choice due to their relative simplicity. RBCs are easier to create, so if you do not have the funds or other resources for AICs, RBCs are a good idea.
• If a chatbot solution is needed as soon as possible, RBCs can also be a good decision, especially as a temporary option.
• If you need to automate something simple, for example, the Frequently Asked Questions (FAQs), it is better to use RBCs. After all, AICs are complex projects that would be wasted on such a task. Just make sure to program your chatbot to redirect the conversation to a human if needed.

AIC

• If your goal is to automate a significant number of functions, it is better to develop AICs. RBCs are too limited to try and replace a human team.
• If you have the resources to create an AIC, it may be a good investment. After all, a well-trained AIC can save a lot of time and effort. It can also allow making the team smaller, saving money.
• For a big company with a lot of users, it may be a good idea to create an AIC to lessen the workload of the human team.
• If you need support in multiple languages, AICs are the solution.
• If it is important for you to have a chatbot with awareness of sentiment and memory of previous interactions, you need an AIC.

Additionally, think about your client. Do you think they would prefer to simply choose a button or explain their issue to a chatbot? If your client has a preference or is more likely to need an RBC or AIC, make the decision accordingly. 

Examples of Tasks for Different Chatbots

RBCs are best at FAQs, booking appointments, or checking an order status. They do not have to be limited to client interactions; they can be useful for employees as well. For example, an RBC can help in employee onboarding with the same FAQ approach.

AICs are best used when it is important to “understand” what a user says and feels. AICs offer support with unusual requests and multi-language conversations. If you cannot script an interaction, AICs are probably the better idea.

Overall, both options can be useful, but AICs are a more robust solution, which becomes better over time.

In Conclusion

RBCs and AICs are two chatbot options that can be useful in specific situations. RBCs are only capable of replying in ways that have been programmed into them in response to predetermined keywords. AICs are more flexible and can “understand” complex queries. However, RBCs are much easier to create, which is why they can be especially useful for small companies. AICs require a lot of work, but they are capable of “learning” and becoming better at supporting users.