Developers
September 2, 2020

Rule-based Bots vs AI bots: Which One is Right For You

How do you choose between rule-based bots and AI bots for your applications? Let’s evaluate the pros and cons of each.

Did you know 56% of people prefer contacting customer service by messaging rather than calling? One must think calling is easier or faster, but in reality, it’s already proven that it’s not. Born out of this situation: the Chatbots.

In the past, the only option was calling customer support, then the email was added, and now real-time chatbots that either answer you with predetermined answers or connect you with a customer service representative, are the norm.

Bots were seen as something to pass for the last couple of years. This happened to change once the big companies put their eye on it. Facebook, Amazon, Microsoft, they all deployed systems with the use of bots.

Today we won’t focus on whether bots are useful or not, the market has already been validated. We will focus on which kind of bots are more convenient and why. There are two types of bots, rule-based bots and AI bots.

So that you can take an informed decision on the subject, today we will talk about the pros and cons of both, rule-based bots and AI bots.  

Pros of rule-based bots 

As rule-based bots are built based on a predefined set of rules, it is much easier to build rule-based bots than building AI bots. On top of that, they are much faster to train. All rule-based bots are built on the conditionals if and then. The easy training of the bots leads to lower implementation costs and high efficiency.

Rule-based bots are considered safe and secure. The bots learn on their own and provide predetermined answers to the users. Rule-based bots don’t learn, they don’t have the intelligence of their own. In some cases, this is beneficial, for example, if you want support to be fixed and stable without variations.

Rule-based bots tend to hand over the conversation to a human agent, ensuring that no extra or not needed information is given to the customer.

The rule-based bot enables faster implementation as there’s no need to make the bot analyze information and gather it. This process can take months or years. Rule-based bots can be easily implemented. 

Cons of rule-based bots

Rule-based bots are predefined bots. If something escapes their predetermination, then they hand the conversation over to a customer service representative. Rule-based bots cannot operate fully on their own.

They are considered introductory bots, as most of the time they end up handing over the conversation to a representative. The only time where the customer service representative doesn’t hand over the conversation is when the question asked matches a predetermination.

Even if there’s a predetermination but the bot doesn’t have the ability to understand it in other words, then it will also pass the conversation to a customer service representative. Some customers prefer to be passed on to a customer service representative, but the majority tend to interpret it as a bot that is not efficient enough.

Pros of AI bots

AI bots have the ability to self-learn. They are programmed with Natural Language Processing and Machine Learning. It takes a long time to train and build an AI bot, but it’s worth it. In the long run, the company using an AI bot saves a lot of time and money.

They are specifically used by companies that have a lot of data, with the need for an AI agent to be able to learn from the data. The self-learning ability that AI bots have, enables the capacity to learn from mistakes and from rewards too.

Some advanced bots are even being trained to read the emotions of the customer. Don’t worry, nobody is scanning your body through the internet. But by the way, you talk, time to answer, among other factors, the bot can identify your current mood.

Cons of AI bots

AI bots communicate with everybody in the same way. They don’t discern between age, gender, or any other factor so that they can talk in a way that fits the scenario. AI bots are smart but they cannot understand the context of human interactions.

AI bots are helpful for businesses but they count with some negative qualities too. AI bots don’t know how to take accurate decision-making qualities. They end up learning things they are not supposed to, or they are not specifically trained for. This means that they use their intelligence and power to learn, but sometimes they lack discernment.

In conclusion, the answer to the question is: whether you have to choose between rule-based bots and AI bots depends on your needs and not on any of the two types. They are both useful and fit different scenarios. One is predetermined and one learns from itself and from the situation. Both have pros and cons, so one must make sure that the choice that is being taken is based on a balance between the pros and cons.

TagsAIChatbotsRule-based BotsAI Bots
Lucas Bonder
Technical Writer
Lucas is an Entrepreneur, Web Developer, and Article Writer about Technology.

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DevelopersSeptember 2, 2020
Rule-based Bots vs AI bots: Which One is Right For You
How do you choose between rule-based bots and AI bots for your applications? Let’s evaluate the pros and cons of each.

Did you know 56% of people prefer contacting customer service by messaging rather than calling? One must think calling is easier or faster, but in reality, it’s already proven that it’s not. Born out of this situation: the Chatbots.

In the past, the only option was calling customer support, then the email was added, and now real-time chatbots that either answer you with predetermined answers or connect you with a customer service representative, are the norm.

Bots were seen as something to pass for the last couple of years. This happened to change once the big companies put their eye on it. Facebook, Amazon, Microsoft, they all deployed systems with the use of bots.

Today we won’t focus on whether bots are useful or not, the market has already been validated. We will focus on which kind of bots are more convenient and why. There are two types of bots, rule-based bots and AI bots.

So that you can take an informed decision on the subject, today we will talk about the pros and cons of both, rule-based bots and AI bots.  

Pros of rule-based bots 

As rule-based bots are built based on a predefined set of rules, it is much easier to build rule-based bots than building AI bots. On top of that, they are much faster to train. All rule-based bots are built on the conditionals if and then. The easy training of the bots leads to lower implementation costs and high efficiency.

Rule-based bots are considered safe and secure. The bots learn on their own and provide predetermined answers to the users. Rule-based bots don’t learn, they don’t have the intelligence of their own. In some cases, this is beneficial, for example, if you want support to be fixed and stable without variations.

Rule-based bots tend to hand over the conversation to a human agent, ensuring that no extra or not needed information is given to the customer.

The rule-based bot enables faster implementation as there’s no need to make the bot analyze information and gather it. This process can take months or years. Rule-based bots can be easily implemented. 

Cons of rule-based bots

Rule-based bots are predefined bots. If something escapes their predetermination, then they hand the conversation over to a customer service representative. Rule-based bots cannot operate fully on their own.

They are considered introductory bots, as most of the time they end up handing over the conversation to a representative. The only time where the customer service representative doesn’t hand over the conversation is when the question asked matches a predetermination.

Even if there’s a predetermination but the bot doesn’t have the ability to understand it in other words, then it will also pass the conversation to a customer service representative. Some customers prefer to be passed on to a customer service representative, but the majority tend to interpret it as a bot that is not efficient enough.

Pros of AI bots

AI bots have the ability to self-learn. They are programmed with Natural Language Processing and Machine Learning. It takes a long time to train and build an AI bot, but it’s worth it. In the long run, the company using an AI bot saves a lot of time and money.

They are specifically used by companies that have a lot of data, with the need for an AI agent to be able to learn from the data. The self-learning ability that AI bots have, enables the capacity to learn from mistakes and from rewards too.

Some advanced bots are even being trained to read the emotions of the customer. Don’t worry, nobody is scanning your body through the internet. But by the way, you talk, time to answer, among other factors, the bot can identify your current mood.

Cons of AI bots

AI bots communicate with everybody in the same way. They don’t discern between age, gender, or any other factor so that they can talk in a way that fits the scenario. AI bots are smart but they cannot understand the context of human interactions.

AI bots are helpful for businesses but they count with some negative qualities too. AI bots don’t know how to take accurate decision-making qualities. They end up learning things they are not supposed to, or they are not specifically trained for. This means that they use their intelligence and power to learn, but sometimes they lack discernment.

In conclusion, the answer to the question is: whether you have to choose between rule-based bots and AI bots depends on your needs and not on any of the two types. They are both useful and fit different scenarios. One is predetermined and one learns from itself and from the situation. Both have pros and cons, so one must make sure that the choice that is being taken is based on a balance between the pros and cons.

AI
Chatbots
Rule-based Bots
AI Bots
About the author
Lucas Bonder -Technical Writer
Lucas is an Entrepreneur, Web Developer, and Article Writer about Technology.

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