While there are several AI tools that can help you optimize business processes, do you know what is best for your case? According to McKinsey (2020), the subsequent uses of AI tools are focused on product and/or service development, service operations, and marketing and sales. Out of these tools, chatbot online and robotic process automation emerge as new technologies to gain data and execute more agile operations. These may look similar, but there are certain differences that can imply advantages for your market performance and customer experience. 

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What Are Chatbot Automation and Robotic Process Automation?

On one hand, chatbot automation is a software application that works as a virtual assistant for easing and rushing a customer through automated actions. This tool contextualizes exciting conversations with clients, analyzes customer requests, and answers them by learning to come up with better-predicted responses each time. In fact, Gartner (2019) forecasts that by 2021, more than 50% of enterprises will spend more per year on bots and chatbot creation than traditional mobile app development. 

On the other hand, robotic process automation or RPA is a technology application that automates business processes and includes the configuration of the software to interpret and manage data. This means automatic response via structured input like a virtual assistant to offload repetitive tasks. By 2022, Gartner (2020) forecasts that 90% of organizations globally will have adopted RPA as they “look to digitally empower critical business processes through resilience and scalability”.

What Are the Main Differences between Chatbot Automation and Robotic Process Automation?

Both chatbot online and RPA encompass a series of technologies such as artificial intelligence (AI), machine learning (ML), intelligent automation (IA), and inputs. But there are certain differences in their structures, procedures, and most profitable uses. 

While the AI chatbot uses natural language processing (NLP), for human and machine interaction, and unstructured inputs to develop its own logic and improvise actions, RPA uses structured logic and inputs to operate from simple to complex business tasks. However, robotic automation allows AI and ML tools to make more complex decisions such as making evaluations and judgments about the output of a given task. 

In the case of a chatbot online, these processes include learning, reasoning, and self-correction. Instead, RPA analyzes data and acts according to its programming requirements. Thus, a chatbot is often used for external business purposes like marketing and customer service; in contrast, RPA is commonly used for internal organization purposes such as task assignment and repetitive processes that can be automated. 

Speaking of prices, a robotic process automation implementation is cheaper than a chatbot one because the first uses the existing IT infrastructure of the system and the second requires a whole software development team to work on it. 

For us, the strategy to follow in the long term is to integrate RPA and chatbot online to bring out the best in both worlds. In the short and medium-term, the most important thing is setting goals related to IT transformation and fulfilling those tasks according to your budget and an internal or external approach; so, you should decide between AI chatbot or robotic automation processor first, and then build a bot that can do the tasks you want to do.

Why Implement Chatbot Automation and Robotic Process Automation in your Business?

Knowing all the aforementioned characteristics, here are the pros of taking advantage of chatbot online and robotic process automation characteristics. 

Considering customer attention, the AI chatbot is perfect for managing high-volume requests for common questions, support inquiries, payment procedures, and more. This can reduce human data management and processing while the responses will be faster; as more accurate the answers will be each time, the business can reduce and avoid customer frustration and queries over time and provide a more useful response. This will be particularly important for large, B2C, and B2B businesses with complex processes. 

Whether you decide between rules-based chatbots, AI chatbots, live chats, or hybrid chatbots, you can make decisions that add value to your business. These include scripted conversations; high support for sales, marketing, and service departments; high conversion rates for visiting the webpage; or purchasing products and services. 

Using an online chatbot also reduces costs by reassigning staff resources in other areas and gains insights from customers. This can lead to new experiences, products, and services; improve businesses’ value and customer engagement; enhance brand personality through customized features; collect regular feedback; and increase business productivity. 

On its part, robotic process automation eases certain tasks and processes without increasing costs given that you don’t need to count on additional staff or complex technical implementation. RPA, whether configured as programmable or intelligent bots, also decreases human error rates, which can be particularly important in complex industries. 

Thus, both chatbot online and robotic automation represent low-cost and practical ways to implement bots that meet the challenges that more customized software and system integration requires, depending on businesses’ needs. 

According to Gartner, by 2025, 70% of organizations will be forced to switch their focus from big to small with the data providing more context for analytics. This can be seen as an opportunity to integrate chatbot and RPA technologies that provide you with more specific information about your company and customers. 

Now that you know what AI chatbot and robotic process automation can do for you, it is time to have the best allies in your business to implement these AI technologies. Advancio not only offers you these IT solutions, but also gives you expert and customized advice throughout the entire process to create your chatbot online