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Add the Chat to Chatbots with Conversational AI
"Sorry, I didn’t understand. Please try again." Sound familiar? Legacy chatbots waste time and anger customers whereas Conversational AI leverages Large Language Models to deliver human-like understanding, resolving 80%+ queries without escalation, and transform customer experiences.
The Chatbot vs. Conversational AI Divide
What is a Chatbot?
A chatbot is a tool that should enable customers to get quick answers to simple questions. It usually appears as a chat window on a website, offering instant support with prompts like "How can I help?"
Chatbots are designed to improve self-service. Using rules-based logic, they scan for keywords in a customer's question and respond with scripted, pre-canned responses.
What is Conversational AI?
The LLM advantage. No more key word bingo, Conversational AI uses natural language processing and machine learning to understand questions, multiple intents and context in order to respond in a more accurate, and natural, conversational way.
Unlike a rules-based chatbot, conversational AI recognises intent and nuance. It can generate more accurate, personalised responses using content and data you already have, dynamically. That means, it's easier to configure and manage, helping organisations deliver smarter digital interactions without increasing overhead.
How is a Modern AI Chatbot Different?
Modern AI chatbots combine the speed of traditional chatbots with the intelligence of conversational AI. They don’t just follow scripts or match keywords, they understand intent, learn from interactions, and improve over time.
These chatbots can handle more complex queries, ask follow-up questions, and offer context-aware responses that feel natural and human. They draw on your existing knowledge base, but they’re not limited to pre-set answers. Instead, they use your content to generate personalised, accurate replies that adapt to the conversation.
The result is faster resolution, reduced pressure on contact centre teams, and a better overall experience for customers.
Why Work with FourNet?
Unparalleled Technology Knowledge
We've tested the market, so you don't have to. As part of major deployments with customers, we've reviewed every leading Conversational AI platform, including Gartner Magic Quadrant leaders and fast-moving new entrants. Our evaluation criteria cover everything from language capability and integration to security and cost.
Technical & Sector Experience
We bring deep experience across sectors, so we understand the specific challenges your organisation faces, whether that's high contact volumes, regulatory pressure or rising customer expectations. Our technical teams have been working with Conversational AI platforms long before they hit the mainstream, giving us a head start in what works, what doesn't, and how to integrate it seamlessly into your environment.
Driving Value on Investment
But more than that, we help you identify where Conversational AI can have the biggest impact. We focus on use cases that align with your goals, whether that's reducing cost, improving service or freeing up frontline teams, so your investment delivers real, measurable outcomes.
Benefits of Conversational AI
Significant Cost Reduction
Imagine the cost savings if you could reduce a significant proportion of the inbound calls or enquiries to your Contact Centre. As well as improving customer satisfaction, organisations implementing Conversational AI are seeing payback periods within months by successfully enabling customers to self-serve for simple queries.
Guide Customers to What They Need
Unlike traditional Chatbots, Conversational AI is able to assess all of the information available to it in order to provide the best response. This means that they are significantly more accurate, without human intervention. This also means that organisations need to spend less time programming responses, and trying to plan for as many queries as possible.
Give Fast and Personalised Responses to Customer Queries
As the name suggests, Conversational AI interacts with customers in a human-like, conversational manner. This means that customers aren’t immediately aware that they are dealing with a machine, and therefore don’t have to change their responses to fit. But Conversational AI can be available 24/7, providing customers with quick responses when they need them.
Connect Customers to the Right Agent When Needed
Unlike traditional Chatbot technology that can send customers in circles when the Chatbot hasn’t been programmed to deliver the correct response. Conversational AI will know when it doesn’t have the tools and information it needs to answer the customer. At this point the AI can identify it’s limitation and connect the customer with the right human agent to provide a response.
Convenience is the New Loyalty
Automate customer service interactions and deliver a faster, more effortless personalised experience than ever before. Conversational AI empowers customers to easily interact with organisations via speech, messaging and visual interfaces. By being available to customers on the channels they prefer, means that engaging with you will be more convenient and will help to build relationships and loyalty.
Customers Prefer to Help Themselves
81% of customers try to resolve their issue before speaking to someone. Conversational AI gives them the tools to do it; quickly, easily, and without waiting in a queue. By enabling customers to self-serve through intelligent chat, you reduce the need for live agent support while improving the experience.
How a Conversational AI Project Works
Delivering Conversational AI isn’t just about installing a piece of software. It’s about building a solution that reflects your services, brand and standards from day one.
Configuration and Setup
Every project begins with a clear understanding of your goals, channels and use cases. We work with you to define the customer journeys that matter and identify where AI can make the biggest impact, whether that’s reducing contact volumes, speeding up responses or improving digital service.
Preparing Your Knowledge Bases
We have all heard the saying of ‘rubbish in, rubbish out’ and the same is true when it comes to Conversational AI. These AI tools rely on quality content and we help organisations review and structure your existing resources, from customer databases, FAQs, support articles, guides and policies to ensure the AI can use them effectively.
Data Security by Design
FourNet are experts in data security and this is a key consideration from the get go. All data handling is designed to meet regulatory standards, with strong protections in place for customer information. We follow best practices for identity management, access control, encryption and audit logging, so you remain fully in control.
Training the AI to Sound Like You
Just because you are removing the human interaction from many engagements, you are not losing the human feel. We train AI powered Chatbots to use your tone of voice, brand language and preferred terminology. This ensures every interaction feels like it comes from your organisation, not a generic machine.
Control, Governance and Guardrails
We put clear boundaries in place around what the AI can and cannot say. That includes restricting certain topics, preventing inappropriate prompts, and ensuring a smooth handoff to human agents whenever needed.
Get Started Today with FourNet
FourNet work with the leading providers of Conversational AI Chatbot providers, putting us in the unique position to provide the tool that is best for your organisation. We start by assessing your business objectives and readiness for this tool and then provide recommendations.
We also offer consultative services to help you get more from your AI investments, whether its prompt engineers or database clean up.
Sector-Specific Applications of Conversational AI Chatbots
Business Process Outsourcing (BPO): Enhancing Efficiency and Scalability
BPO providers manage a wide range of client needs, often requiring customer service to scale quickly. Conversational AI chatbots enable BPOs to handle high volumes of customer interactions efficiently, delivering consistent and accurate responses across multiple client accounts. By automating routine queries, organisations can reduce reliance on human agents, lower operating costs, and allow staff to focus on more complex queries. AI chatbots can also be rapidly configured to meet different client requirements, increasing agility and service quality.
Housing: Streamlining Tenant Communication
Housing associations face ongoing pressure to respond to queries around maintenance, rent payments and tenancy policies. Conversational AI gives tenants 24/7 access to help, allowing them to check account details, request repairs or find policy information without needing to speak to a person. That means fewer inbound calls and emails for busy housing teams, and a faster, more convenient experience for tenants.
Local Government: Improving Citizen Engagement
Councils are under pressure to do more with less, while still delivering timely, accessible services. Conversational AI can help by handling frequently asked questions, assisting with forms and applications, and offering instant updates on council services, events or disruptions. By automating these interactions, local authorities can improve service for residents and free up staff time for complex cases and frontline support.
Financial Services: Personalising Customer Interactions
Banks, building societies and insurers deal with a huge range of customer needs, from balance checks to fraud alerts and mortgage applications. Conversational AI can manage these conversations securely and at scale, providing accurate, personalised responses 24/7. It supports faster resolution, improves compliance, and builds trust by offering a consistent, always-on service across digital channels. For example, Commonwealth Bank’s use of AI now handles around 50,000 customer queries every day.
Utilities: Improving Customer Service and Operational Efficiency
From billing to outage updates, utility providers receive high volumes of customer contact. Conversational AI chatbots can support customers with account management, payment issues, and service interruptions, without the need to wait in a queue. This improves customer satisfaction while reducing pressure on contact centre staff. AI also supports better use of internal resources, helping providers deliver a more reliable service overall.