Definition: Conversational AI
Conversational AI is technology that enables natural conversations between humans and machines – the foundation of modern AI chatbots and voice assistants.
The building blocks
Conversational AI combines natural language understanding, language models and a knowledge base. It recognises the intent behind a message and formulates a fitting answer in natural language – and, unlike rigid scripts, generalises to new phrasings.
Conversational AI in customer service
In service, conversational AI answers recurring questions automatically, pre-qualifies enquiries and hands over to a human when needed. That cuts wait times and cost without losing quality. HeroChat runs it GDPR-compliant with EU hosting.
Related terms
AI chatbot
An AI chatbot is a computer program that uses artificial intelligence to understand natural language and answe…
Read more DefinitionChatbot
A chatbot is a program that communicates automatically with people in a chat – from simple rule-based replies…
Read more DefinitionKnowledge base
A knowledge base is the structured collection of information an AI chatbot draws its answers from – such as FA…
Read more DefinitionConversational commerce
Conversational commerce is selling and advising over chat and messaging channels such as WhatsApp – customers…
Read moreFrequently asked questions
What is the difference between conversational AI and a chatbot?
Does conversational AI need a lot of training data?
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