We often use the terms Chatbot and Chatbox interchangeably when talking about website chat functionality. That’s because both of them act as automated conversational agents that interact with humans through text-based messaging platforms. However, you should take into consideration that Chatbot and Chatbox have distinct purposes in a chat experience.
Chatbox is a chat interface that pops out once you click the chat icon or bubble on a website. And that allows the user to interact with an AI chatbot or a live agent.
On the other hand, Chatbot is an AI-powered software application that conducts a conversation via text or voice interactions.
This blog will help you understand the contrast between chatbot and Chatbox, provide examples, and guide you in selecting the right one.
Difference between Chatbot and Chatbox
1. Functionality and purpose
Chatbox
Chatbox are designed to provide a means of communication between users and the chat application. It allows multiple users to communicate and collaborate in real-time. And when there are any new messages, Chatbox alerts or notifies the users. Not just that, Chatbox allows users to search for messages or content via chat history.
Chatbot
The main function of an AI chatbot is to initiate a natural conversation with users. They are mostly used by businesses to automate repetitive tasks and workflows and help customer support, sales, and marketing departments. They do so by responding to FAQs, troubleshooting issues, and providing useful information related to products and services. At the same time, engaging with users and providing product recommendations, and offering personalized offers and discounts.
2. User Experience
Chatbox
Users can quickly access assistance and support with the help of Chatbox. Irrespective of location and time zone, Chatbox enables real-time communication between users around the clock. Also, brands use Chatbox to offer multi-channel communication such as text, voice, and videos to users and communicate via a preferred medium.
Chatbot
Chatbot keeps track of customer behavior with the help of data collected from past conversations. The data is further used to analyze the taste and preferences of the customers and offer a personalized experience. Moreover, it offers users relevant information, like product details, company policies, general knowledge, etc in the language that customers prefer.
3. Integration with other technologies
Chatbox
Chatbox can be integrated with websites, mobile apps, and social media platforms. That makes it easier for businesses to offer flawless customer support or engage with visitors on the platform they choose. Visitors can quickly place their concerns and get instant responses at any hour of the day.
Likewise, the integration of Chatbox with CRM helps businesses view customers’ previous interactions, allowing them to provide more tailored support. Also help them with lead qualification, appointment scheduling, and order processing.
Chatbot
Integration of chatbot with other technologies enhances the functionality and capabilities of the solution. It becomes more capable and provides a more comprehensive and effective user experience.
For instance, integrating chatbots with websites and messaging platforms helps brands collect user information that can be used for marketing or customer support purposes.
Whereas chatbot integration with CRM helps brands offer customized customer experiences. Likewise, the chatbot integration with payment gateway and voice assistants takes customer experience to the whole next level.
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Examples of Chatbox Vs Chatbot
Chatbox
1. Chatbox for sales
Having an online chat attracts more traffic to websites, making way for more potential leads. You can then analyze your prospects’ activities, such as the pages they visited, the time spent on the page, and so on. And based on that, you can personalize the conversation and nurture the prospect, which in return encourages them to make a purchase.
2. Chatbox for customer support
Customers demand instant support and quick resolution for their concerns. Having a Chatbox allows the users to connect instantly with brands’ customer support. The support agents can have insights into the history of part conversation and have a meaningful conversation with customers.
3. Feedback
Chatbox allows you to use in-app campaigns to send out surveys to collect feedback and suggestions to make improvements in the overall customer experience.
Chatbot
1. Internal helpdesk support
Chatbot serves as internal help desk support by analyzing customers’ tastes and preferences and assisting agents in resolving shoppers’ queries. In the same way, Chatbot aids representatives by taking some of the questions off their plates. They do so by responding to FAQs or by offering the most relevant information with links to the knowledge base.
2. Customer engagement
Chatbots can engage customers by offering tailored messages containing promos, discounts, or recommendations. It uses various multimedia, like images, emojis, etc., to make the content visually appealing. That way, the customer remains interested and boosts engagement with your site.
3. Voice assistance
Voice bots facilitate customers to have a flawless experience on online stores, social media, or other messaging platforms. Artificial intelligence communication allows customers to make requests with voice commands without having to type anything. That becomes more favorable for users with disabilities as it enables them to easily access technology and perform tasks.
Choosing Between Chatbot and Chatbox
Chatbot and Chatbox are two different things, having individual features and purposes. So depending on your requirements, you can choose Chatbot or Chatbox.
For instance, Chatbot is designed to simulate natural conversations and respond to user input with the help of NLP and ML. Whereas, Chatbox is an interface that facilitates communication between individuals and groups.
Therefore, if you’re looking to create automated conversations with users, Chatbot would be a good choice. At the same time, if you need a platform to initiate conversation, Chatbox might be a better option.
Conclusion
Connecting with customers over email or phone calls is no longer a thing today. It limits the reach and target capabilities and is costly and time-consuming.
So incorporating modern tools like Chatbox and Chatbot becomes crucial to remain competitive.
These tools help your business deliver convenience by offering trackable, actionable, and secure interactions. They will transform the way you collaborate with customer support and sell in a conversational and mobile-friendly way, exchange real-time data, and take your business to the next level.
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