Paper Details

Name: Jessica Fernandes, Vidya Hattangadi
Country: India

Year: 2025
Volume: Special Issue: Volume-12, Issue-1, Year: 2025 (January-June)
Page Number: 78-86
DOI: https://doi.org/10.5281/zenodo.15356752

In today's digital landscape, businesses are increasingly leveraging chatbots to enhance
customer service, streamline operations, and improve engagement. While rule-based chatbots
have been widely used for handling structured interactions, the emergence of conversational
AI chatbots is transforming customer experiences through natural language processing (NLP)
and machine learning. This study explores the fundamental differences between rule-based
and conversational AI chatbots, analysing their capabilities, limitations, and business
applications. Furthermore, it examines the role of chatbots in industries such as education and
travel, highlighting their advantages and challenges. The findings indicate that conversational
AI chatbots offer superior adaptability and personalization, making them an asset for
businesses aiming to enhance user experience and operational efficiency.
Keywords: Chatbots, Conversational AI, Rule Based Chatbots, Customer Engagement