What's the difference between AI-powered chatbots?

There are two main types of chatbots: AI-enabled and non-ai-enabled. We will first explain the difference between the two.

1) What is a chatbot without AI?

The AI-based type, also called "artificial incompetence type," "rule-based type," or "scenario-based type," is a system that returns answers by referring to scenarios or FAQ data inputted in advance. It leads to a solution by following rules and branching scenarios.

While it can only respond within the framework of pre-prepared rules and scenarios, it is relatively inexpensive to implement and is suitable for customer support for products and services with limited inquiries or for initial responses to customers.

While it is possible to add routine questions and answers and FAQ data, it is not possible to automatically improve accuracy through the accumulation of response data. It also cannot handle complex or individual questions, limiting its suitability for a limited number of tasks.

Specifically, it is suited for inquiries with less than 50 FAQs, or routine questions such as instruction manuals or setting instructions. In these operations, questions are easy to assume and answers are fixed, so they can be handled even without AI. It can also be easily used for short release or limited time sites.

What is a chatbot with AI?

The AI-equipped type picks up keywords from the input conversation, and the AI guesses and understands the content of the questions. The system learns based on accumulated data and derives statistically optimal solutions.

The accuracy can be improved by learning from the conversation logs, and compared to the non-integrated type, the AI can handle a wide range of questions and answers with a higher degree of difficulty. The combination of natural language processing (NLP) and machine learning (ML) technologies enables human-like and natural conversation.

Although it can respond to typographical errors in query text, the response capability varies from product to product; if you want to take advantage of the strengths of AI, you should choose a chatbot with a high level of accuracy. It can handle a wide range of inquiry tasks in general and can respond to a large number of FAQs or irregular questions. Therefore, it can be used for help desk and customer service as well as for e-commerce sites that require suggestions and appeals.

AI-powered systems can be used in a wide variety of situations, making them a solution for business issues. By successfully incorporating chatbots into business tasks, they can be expected to make a significant contribution to improving efficiency.

Points to keep in mind when introducing chatbots

The following is an explanation of selection points when introducing chatbots.

(1) What is the need for AI?

If it is to be used for FAQs and inquiries, it is important to determine whether or not AI is necessary based on the number of questions and complexity of the questions.

Non-AI has the advantage of utilizing existing data and shortening the time until release, but it also has the disadvantage of not being able to reach an answer unless the branch is designed appropriately. However, there are also disadvantages such as not being able to reach the answer without properly designing the branch.

We will consider the necessity of AI implementation based on a thorough understanding of the merits and demerits of both sides.

2) Purpose of introduction and future prospects for use

The choice will also depend on whether the purpose of implementation is to replace existing FAQs or not. If the goal is to answer questions that cannot be solved by existing FAQs, or to subdivide and complicate the content of answers, the need for AI implementation will increase. In this way, in order to introduce a chatbot that is beneficial to your company, you need to carefully examine the details of the business to which it will be applied, and determine the objectives and desired effects of the chatbot introduction.

Also, the introduction of a chatbot is not the end of the process; it is important to update it to improve its accuracy. Therefore, we will decide which type of chatbot to choose after thoroughly examining its cost-effectiveness and considering future costs such as monthly fees, maintenance costs, and support costs after its introduction.

Comparison of Developing Chatbots In-House and Using External Services

There are two ways to implement chatbots: in-house development and service use. The advantages and disadvantages of each are explained below.

(1) Developing chatbots in-house

▶ Merit

The most significant merit of in-house development is the ability to create chatbots tailored to the needs of your business. when utilizing chatbots to respond to inquiries on the Web, you can design chatbots that are specific to the characteristics of users of your products and services. For example, a chatbot introduced by a securities company for its customers can not only explain investment-related terms and procedures, but can also read new investment intentions and offer guidance on financial products suitable for the customer.

In addition, if the system is developed in-house, there are people who understand the basic structure of the system and can respond to any problems in-house. Maintenance and the incorporation of new functions can also be handled quickly because the person in charge is in-house.

▶Disadvantages

On the other hand, developing a chatbot from scratch requires personnel with design and construction skills and a long development period. Even once it has been created, it takes even longer to actually put it into operation, as it needs to undergo a series of trial tests to determine whether its performance is good enough to be used in the field.

In reality, it would be difficult to develop a chatbot in-house unless the company is an IT technology company. In addition, companies that do not have a development department with expertise in chatbots are limited in the budget and human resources they can spend.

(2) Use of external chatbot services

▶ Advantages

The advantage of using an external service to implement chatbots is that no programming knowledge is required. Unlike in-house development, the implementation process is speedy and smooth. Troubleshooting and maintenance can be easily handled by following the specifications.

There are chatbot services that provide excellent operability so that companies can easily use them. Some products have functions that automatically display everything from usage analysis to suggestions for improvement, and allow users to grasp issues simply by viewing them on the management screen.

Furthermore, since you can select only the services you need, introduction and operation costs can be kept to a minimum. The attraction is that you can immediately start using a high-performing chatbot without spending a huge amount of money on development.

In addition, since you can compare products from various providers, you can choose a service that matches your company's needs. Chatbots provided by leading specialized companies can be equipped with state-of-the-art technologies, such as those that support shaky notation and enable smooth responses.

▶Disadvantages

Currently, there are many service providers offering chatbots, but some services may be tools for general tasks only. If customization for your company is limited, you may not be able to achieve the desired results even if you introduce a chatbot.

When choosing an external service for chatbots, it is important to make sure that you have a clear understanding of the degree of flexibility in customization.

Chatbot implementation to automate and improve efficiency in existing operations

Chatbots can be introduced to automate the process of responding to inquiries from external parties as well as search and confirmation tasks in internal operations. By selecting a chatbot with functions suited to your company's needs and situation, you will be able to achieve more than expected results.

HUE Chatbot" can be implemented quickly, and is equipped with one of the largest dictionaries in Japan, making it capable of handling a wide range of expressions. The AI-based administrator support is also an important factor directly related to the ease of operation. Please take a look at the following introductory materials.