Though Chatbots and Digital Agents are certainly different and the terms should not be used interchangeably, they do share several common characteristics and features.
First and foremost, both tools are powered by Artificial Intelligence (AI). This allows them to respond to user inputs in an ‘intelligent’ manner, with the nature of their response largely determined by the parameters set by their designers and the data fed into the AI. The more data fed into a particular AI application, the better it’s able to analyse it for trends and patterns and the more intelligently it is able to act.
Both Chatbots and Digital Agents are also designed to engage and communicate with human users. This means that both are built with a focus on understanding, analysing and using human language.
Additionally, both technologies are orientated towards productivity. One of their key functions is to make the users’ life easier by streamlining certain tasks. This is in contrast to other AI applications that may prioritise other functions. For instance, AI is currently being developed to provide medical care. There are also AI tools designed to offer companionship and play a social role. These differ significantly from contemporary Chatbots and Digital Agents.
Beyond these factors, there are a number of other minor characteristics shared by both technologies. These include:
- The ability to provide a 24/7/365 service
- Their ability to grow, improve and develop as they’re used more frequently
- Their reliance on sophisticated AI tools, such as Natural Language Processing (NLP) and Sentiment Analysis