Chatbot vs. conversational AI chatbot: which to choose
If you’re comparing options, the starting point is to understand what a conversational chatbot brings to the table. conversational chatbot versus a classic rule-based chatbot. At Glofera we differentiate between bots by predefined flows and conversational chatbots with AI that use PLN (natural language processing), context and omnichannel, as well as integrate with CRM and also function as voicebots when telephone support is needed.
What is a conversational AI chatbot
A conversational chatbot with AI is a digital assistant capable of understanding what the customer types or says, identifying the intent, managing the context of the conversation and responding with the brand tone. It does not limit itself to menus; it converses, asks for data only when necessary and continues the management without the person repeating information.
Key features that make the difference:
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- Natural Language (NLP): interprets real sentences without “magic words”.
- Context and useful memory: remember relevant data from the thread (name, preference, stage) so as not to cross-examine.
- Consistent brand tone: answers aligned with the way your company communicates.
- Task automation: capture data, launch reminders, open tickets or start campaigns.
- Native integrations: connection with CRM, calendars, documents and work tools.
- True omnichannel: web, WhatsApp, Instagram, Messenger, Telegram and voice (switchboard).
- Human referral: clear rules for passing the case to an agent when appropriate.
What is a conversational bot for?
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- 24/7 attention in the customer’s preferred channel.
- Order and traceability: all conversations and tasks are recorded and assigned.
- Faster response time and less burden on repetitive questions.
- Commercial accompaniment: qualify opportunities, send key information and coordinate next steps (e.g. appointments).
- Consistency: same discourse and service standard in all channels.
Direct comparison: rule-based chatbot vs. conversational with AI
| ASPECT | CHATBOT BY RULES | CONVERSATIONAL CHATBOT |
|---|---|---|
| How they work | Decision trees, buttons and keyword shortcuts. Predictable and easy to control, but rigid to out-of-script questions. | Understands intentions and entities, maintains context and generates natural responses. Accepts open-ended questions and resolves unanticipated variations. |
| Scope | FAQs, very standard queries, short forms, simple notifications. | Pre-qualification, recommendations, incidents with various conditions, automatic summaries and even voicebots for calls. |
| User experience | Correct if the user follows the intended path; can frustrate with ambiguous queries. | Natural conversation, less re-queries, more continuity between messages and channels. |
| Cost and implementation | Fast start-up with templates and very predictable cost; ideal for a first closed case. | Cost is associated with template consumption and volume, but scales better as use cases and channels grow. |
Integration and omni-channeling in practice
Our platform unifies web, WhatsApp, Instagram, Messenger, Telegram and voice conversations so the team doesn’t jump between tools. The conversational chatbot with AI connects with CRM (Zoho, HubSpot, Pipedrive, Bitrix24…), calendar, Sheets/Docs and OpenAI to keep data flowing: creating/updating contacts, opportunities, tasks and reminders with a single setup.
At Glofera we configure chatbots by rules and conversational chatbots with AI tailored to each SME. We define use cases, tone, templates, flows with memory, referral to human, campaigns and reports. We operate on a day-to-day basis with direct and unlimited support, and we propose monthly improvements based on data.
Do you want to see a conversational chatbot applied to your business? Ask for a personalized demo: in our agenda you can choose the day and time that best suits you, book HERE. You can also contact us at +34 900 600 300 or write us at hola@glofera.com
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