In reality, the Chatbot vs VAs debate cannot be reduced to a question of intelligence. Chatbots outperform VAs in some situations and vice versa.
Instead, it’s all about context. It’s about what you want your technology to do. Do you want a technology that automates complex, high-volume enquiries in a customer service setting? Chatbots are your best option. Want an application that can assist individuals with a wider range of simpler, day-to-day household tasks? A Virtual Agent is probably the answer.
Most organisations are looking to make savings by freeing up human agents to tackle more complex tasks, relieving pressure on the contact centre and providing 24/7 customer service. In this instance, a Chatbot is ideal. In contrast, VAs are typically developed by larger tech companies who have an interest in integrating their devices and applications into the everyday routines of individual consumers.