What's the Difference between Chatbox and Chatbot?

by Monica Di Santi

August 16, 2024

In today’s competitive market place, being aware of how important it is to offer an exceptional customer service is a change gamer.

It’s not enough to guide customers through their buying journey and assist them whenever they need it but to create a highly emotional and unforgettable experience that remains present in their memory for a long time.

I’m sure you have already implemented many forms of pleasing your customers, but one that has gained great importance lately is to be able to start a conversation with customers as soon as they land on your page.

HubSpot reveals that 40% of customers don' the answers they need on the spot are answered by a human being or a bot as long as they get what they need to know soon.

50% of customers believe brands have to be available 24/7.

Wow! That's demanding.

And that's the reason why, 69 % of companies display chatboxes on their websites. They want to satisfy customers' demands and keep them engaged.

This mechanism lets you display a visual device that shouts "let's talk." The box generally turns up on the lower right corner of the website and it displays an item that has to be clicked if customers want to talk. When customers click, the box pops up and shows a welcome message.

Lately you've heard a big buzz about chat box, chat bot, artificial intelligence. Right?

But what do these terms stand for?

Let's see.

What's the Difference between "Chat box" and Chat bot"?

A chat box is a website interface that pops up when you visit a website. A slot in the lower part of the box allows you to write your message. This way you engage in a conversation with a human agent or a chat bot to answer your queries in real time.

A chat box is a great tool to make easily visual for visitors that they can talk to you. This way you satisfy your visitors ' curiosity or concern on the spot.Customers can ask questions, request or provide extra information. This way you offer great customer service and your business grows smoothly.

So many a times the words chat box and chat bot are used interchangeable but there’s a difference.

The chat box is what you see, a framed box popping up with a place for you to write your message.

On the other hand, a chat bot is what does the trick. The chat bot is a software that understands what you ask and answers you appropriately.

A chat bot is a software that works behind the chat box interface ( the box you actually see on the website). This software acts like a human being and engage in a virtual conversation with a human visitor via a chat box.

At a basic level, the chat bot relies on pre-programmed information kept in a database to answer inquiries. Once the software deciphers the question, look for a relevant answer in the database, and send it back to the human visitor via the chat box. Every time humans and chat bots interact, the chat bot repeats the same procedure.

This computer program operates automatically, creating quasi-natural interactions 24/7 between the customer and a brand. Bot chats are an effective messaging strategy to take your customer service to the next level.

Most platforms that offer you chatbots without using code, will let you integrate the chatbot code snippet into your website's HTML.

Types of Most Popular Bots according to Needs

Welcome Bot

This type of bot works as a concierge and offer contact information to visitors and also collects consumer information and send it via email so you can answer lately.

Lead Qualification Bot

This software can ask questions to visitors to determine what type of lead they are.

Schedule Bot

This robot guides visitors in the process of scheduling a meet according to availability.

Tickets Bot

This type of robot can open customer support tickets which will be resolved by staff later on.

Offline bot — Offer support to visitors when your team is away.

Types of Most Popular Chatbots according to Technology

Menu Chatbot

This type of computer program offers customers several options available at the beginning of the interaction. The linear set of instructions the chatbot has been programmed with, only repeats itself without any change. Generally users feel frustrated because the interaction is quite limited. This is a simple customer service.

An example of this type of chatbot has long been used by big companies phone service. When you reach them the first automatic answer is something like:

• press 1 to continue

• press 2 to leave a message

• press 3 to speak to an agent

Keyword Chatbot

This type of bot interacts with customers based on keywords.

This means that if the customer asks, “what products are on sale for Christmas?” The software can interpret the question based on the keyword “sale” and “Christmas and so sends the appropriate answer with that information.

They work well on simple tasks and clear and well-defined statement.

Rule-based Chatbot

This type of software is programmed with some rules and responses to questions, consistently. They are great tools to do simple tasks, and predictable workflows.

They don’t remember or recognize coming-back customers, creating the impression that the brand doesn’t care.

An example of rule-based chatbox usage is the chatbot behind an online travel ticket purchase. The chatbot uses questions to guide the buyer through choices such as destination, date, time, available seats and payment.

Voice Chatbots

Voice chatbots use spoken language to interact with humans, based on voice recognition methods. They create a friendly experience that avoid typing and let your hands completely free to go around while you talk to the bot.

An example of voice chatbot is Alexa, a software that recognizes human voice and respond to oral instructions and demands, such as playing your favorite movie, create a to-do list, turn on the lights and more.

Artificial Intelligence Chatbots

This software doesn’t answer users taking the answer from pre-programmed answers. This computer program has the ability to craft answers in real time, being able to work in complex situations and at the same time develop a friendly and natural conversation easily.

On the other hand, you have to exercise caution, as sometimes the answers are not reliable.

Chat GTP is an example of artificial intelligence chatbot. You can ask questions, instruct them to do tasks they can solve with the information they already had but can also add your own information. You have the chance to refine your questions based on the answers provided if they are not satisfactory in the first place.

Conclusion

Now that you've learnt the difference between "chat box" and "chat bot" their benefits and types available, you can make up your mind to use them in your company and take your customer level to the next level.

Last but not least, you'll see your company growing faster and higher ROI rolling in.