Nowadays, talking to an actual human can sometimes seem like an outdated form of communication. Of course, there are still plenty of benefits of having a phone conversation, but it’s much easier to text or web chat with someone. The problem is too many people confuse chatbots with conversational AI. When it comes to the title industry, conversational AI is essential since a wide range of questions may be asked by clients and real estate agents. Here are the main differences you should know between conversational AI and chatbots.
Chatbots Often Don’t Provide Smooth Interactions
Title companies don’t usually find chatbots to be the title technology they need because they are too scripted. Chatbots require the human on the other end to ask questions they can understand since they rely on predetermined words. In other words, the chatbot is in control of the conversation rather than the human. This is exactly why web chat services get a bad name and are often compared to automated phone systems. Chatbots make it difficult for clients and real estate agents to get the answers they need and they likely end up needing to call or email.
Conversational AI Utilizes Natural Language Processing
Natural language processing (NLP) puts the human in control of the conversation and allows them to ask any type of questions they want. None of the answers are scripted and the questions can be general or file-base specific. The last thing you want to happen with a client is having a chatbot give incorrect information, but that’s not an issue with conversational AI. And sometimes clients simply want to talk to a human, so the web chat can be transitioned easily to a text message conversation or a phone call.
Title Companies Need Consistent Interactions With Clients
Have you ever talked to someone at a company about a problem, had to be transferred to another person, and then explain the issue again from the beginning? There’s nothing more frustrating than this for your clients. The reality is it happens too often with chatbots. But with conversational AI and NLP, clients can have a consistent interaction with an assistant even if the conversation has to shift to a different platform. This way, no one’s time is wasted and closing day will be much smoother as a result.
Alanna.ai is the developer of the title industry’s only conversational AI technology capable of holding complex conversations with clients via SMS text or web chat. Learn more about how conversations with clients and real estate agents can be much smoother.