GENESYS：2024年客户参与和个性化内圈指南报告（英文版）

Traditional,rule-based chatbots are trained to answer only a pre-programmed, specificset of questions, and while they can be extremely useful, are not seen as part of theconversational Al world. They cannot handle queries outside of their programmed scope,and do not use machine learning to improve their responses. Any changes to their outputor flow needs to be done manually.Conversational Al chatbots/voicebots use natural language processing-which includesspeech to text transcription, allowin