| What is? | The chatbot provides a selection of search results (keywords) that are presented in the chat and can then be selected by the user to jump into the different experiences. | Automated responses or redirection after free text input from customers by training the algorithm. |
| Implementation efforts | Low, entering the searchable tags in respective chat experience. | Very high, creation of training data (at least 15 examples per intent) plus default answer for unrecognized questions, regular adaptation to real customer requests after go-live and ongoing evaluation of answers in NLU area. |
| Costs | Basic Edition; no extra costs | Pro Edition; possibly additional support costs due to independent project |
| Recommended Use Cases | Product recommendation chat with limited number of products that can be accessed by answering questions or directly through Smart Search. | Help chatbot by asking customers to make any requests and being redirected to different help areas or separate processes. |
| Advantages | more target-oriented, much less potential for error and much less effort | Pro: Customer inquiries can also be formulated as sentences/continuous text, more different options, NLU can also recognize synonyms |
| Limitations | Con: customers can only enter/select targeted keywords, no formulated texts/questions are recognized | Con: high error potential, very high effort, longer sentences/requests from customers can lead to false positives |