Identifying the Differences Between a Scripted Chatbot and an NLP Empowered Chat Interaction

Scripted Chatbot vs NLP Empowered Chat Interaction

Chatbots and virtual assistants have undoubtedly transformed the way businesses interact with their client base. This has had a huge impact on the customer support industry. Organizations can provide 24/7 service so their clients can find solutions to issues and receive valuable information regarding everything from products to contracts. In recent years, this technology has evolved even more. 

Natural language processing (NLP) is now allowing for more dynamic interactions between businesses and clients. This technology gives chatbots and virtual assistants the ability to interpret human language and alter their responses based on the conversation. One industry that can benefit from this functionality is real estate. If you own a title company, both your agents and clients will notice a difference when having an NPL-based interaction instead of the traditional scripted chatbot experience. Let’s go over some differences between the two.  

The Pace of the Interaction 

For a chatbot interaction to be successful, it needs to flow well. Unfortunately, this tends to be a problem when scripted chatbots are in place. Because they rely on pre-determined dialog, interaction often fails when the chatbot can’t interpret the context. This means the flow of the conversation is controlled by the chatbot, not the human. The client or agent has nowhere to turn when communication breaks down. WIth NLP empowered chat in place, this isn’t a problem. A virtual assistant can interpret the agent or client’s intent and adapt to the information being provided. This makes for a much smoother interaction where mistakes or incorrect information are rare. 

A Difference in Understanding 

For a title company, errors and misinformation can have major backlash. When a closing is approaching, agents and clients need to be able to get vital information and documents at any hour. Getting this service from a scripted chatbot can present a real problem. Because they don’t understand the verbiage and procedures used in the title industry, they’ll have a hard time fulfilling people’s needs. On the other hand, a virtual assistant with natural language processing that’s specific to the title industry can provide accurate assistance every time. They also have the ability to interpret when a person requests live assistance. This allows agents to jump in to help clients when needed. 

Consistency 

Sometimes a chat interaction needs to spill over into other channels like text or email. For example, if a client is requesting information concerning their file status, a chatbot or virtual assistant may need to request verification via email. This presents a huge problem for scripted chatbots. Once a new channel enters the picture, the chat session comes to a hard stop. The client will then need to start over once they get a verification code. This isn’t the case with NLP-powered virtual assistants. They’re able to verify a client’s identity through other channels and continue the interaction seamlessly once verification takes place. 

Make NLP Part of Your Operation  

While scripted chatbots are fine for simple, retail customer service requests, they won’t cut it in the fast-paced real estate industry. A title company is better off using a virtual agent with natural language processing capabilities. 

Alanna.ai provides AI-powered products that aid in operational efficiency and flexibility within the real estate title industry. To find out more, request a demo today.