Basic Differences Between the Three AI Features

SmartWeb has three AI features with different purposes and users.

ItemAI ChatbotAI Response AssistAI Email Response Creation
Target UserCustomers (End Users)OperatorsOperators
PurposeAutomatically answer customer questionsText improvement, translation, adjustmentGenerate email reply drafts
Operation Timing24/7 automatic operationManual useManual use
InputCustomer questionsText created by operatorsCustomer emails and contact forms
OutputAutomatic replies to customersImproved textEmail reply drafts
Information SourceKnowledge Base (RAG)Input text onlyKnowledge Base (RAG)

What is AI Chatbot?

24-Hour Automated Response System for Customers

AI chatbot is a system installed on websites that automatically responds to customer inquiries 24 hours a day.

How It Works

  1. Customer enters question in chat
  2. AI searches for relevant information from knowledge base (FAQ, manuals, website) using RAG
  3. Generates optimal response based on search results
  4. Displays response directly to customer

Main Features

  • Automated Response: Responds instantly without human intervention
  • Multi-language Support: Automatically responds in approximately 100 languages
  • Escalation: Complex questions are transferred to human operators
  • Lead Generation: Guides users to contact forms

Suitable Scenarios

  • Responding to inquiries outside business hours
  • Instant answers to frequently asked questions
  • Multi-language inquiries from overseas
  • Initial response to large volumes of inquiries

What is AI Response Assist?

Text Improvement Tool for Operators

AI response assist is a feature that instantly helps AI improve text created by operators.

How It Works

  1. Operator creates response text
  2. Selects improvement mode in AI response assist
  3. AI improves and adjusts the text
  4. Operator reviews and edits before sending

Main Features

  • Text Improvement: Revises to clearer expressions
  • Expansion: Expands short answers with more detail
  • Simplification: Summarizes long text
  • Tone Adjustment: Adjusts writing style from casual to business
  • Translation: Multi-language translation support

Suitable Scenarios

  • Combining information from multiple sources into unified text
  • Rephrasing technical terms in understandable language
  • Email correspondence in foreign languages
  • Maintaining consistent response quality

What is AI Email Response Creation?

Automatic Draft Generation for Email and Contact Form Replies

AI email response creation is a feature that analyzes customer emails and contact forms and automatically generates reply drafts.

How It Works

  1. Receives email or contact form from customer
  2. AI analyzes content and understands question intent
  3. Searches for relevant information from knowledge base (RAG)
  4. Automatically generates email reply draft
  5. Operator reviews and edits before sending

Main Features

  • Intent Analysis: Automatically identifies question intent from customer emails
  • Draft Generation: Creates response proposals based on knowledge base
  • Multiple Question Support: Handles cases with multiple questions in one email
  • Tone Setting: Generates in writing style matching company brand

Suitable Scenarios

  • Efficiently processing large volumes of email inquiries
  • Maintaining response quality and consistency
  • Training and supporting new operators
  • Reducing response time for complex inquiries

Comparison of the Three Features

Differences in Information Sources (Knowledge Base)

FeatureInformation SourceRAG Technology
AI ChatbotKnowledge Base (FAQ, manuals, websites)✓ Used
AI Response AssistOnly text input by operators× Not used
AI Email Response CreationKnowledge Base (FAQ, manuals, websites)✓ Used

Key Point: AI chatbot and AI email response creation share the same knowledge base. Once knowledge is organized, consistent responses are possible for both chat and email.

Differences in Output Destinations

FeatureOutput Destination
AI ChatbotDirectly displayed to customers (automatic)
AI Response AssistOperator’s screen (sent after confirmation)
AI Email Response CreationOperator’s screen (sent after confirmation)

Human Involvement

FeatureHuman Involvement
AI ChatbotNot required (fully automatic)
AI Response AssistRequired (text creation → AI improvement → confirmation and sending)
AI Email Response CreationRequired (draft confirmation → editing → sending)

Which Feature Should You Use?

When AI Chatbot is Optimal

  • Want to achieve 24-hour support
  • Want to automate frequently asked questions
  • Want to filter inquiries that require human response
  • Want to improve customer satisfaction with instant responses

When AI Response Assist is Optimal

  • Want to improve operators’ text quality
  • Need translation or tone adjustment
  • Want to standardize response quality across staff
  • Have existing text that needs improvement

When AI Email Response Creation is Optimal

  • Efficiency in email and contact form responses is top priority
  • Need accurate responses based on knowledge base
  • Want to process large volumes of email
  • Want to maintain response consistency

Combining the Three Features

SmartWeb allows you to use all three AI features in combination.

Customer Inquiry
        ↓
   ┌────┴────┐
   ↓         ↓
 Chat      Email/Contact Form
   ↓         ↓
AI Chatbot   AI Email Response Creation
(Auto Reply)  (Draft Generation)
   ↓         ↓
Resolved?    Operator Confirmation
   ↓         ↓
  Yes → Complete  AI Response Assist Improvement
   ↓         ↓
  No → Escalation → Send
        ↓
   Operator Response
        ↓
   AI Response Assist for Response Creation
        ↓
      Send

Benefits of Knowledge Base Sharing

Since AI chatbot and AI email response creation use the same knowledge base:

  • Single setup for both: Register FAQ and manuals once to use for both chat and email
  • Response consistency: Provide same quality responses across all channels
  • Maintenance efficiency: Knowledge updates immediately reflect in both systems

Combined Effects

This combination can achieve the following effects:

  • 73% reduction in response time: Instant response through AI chatbot
  • 82% reduction in response tasks: Efficiency through automation and draft generation
  • Improved response quality: Text improvement through AI response assist
  • Ensured consistency: Responses based on shared knowledge base

Summary

FeatureIn One PhraseKnowledge Base
AI ChatbotAutomatically responds to customersShared (uses RAG)
AI Response AssistImproves operator textNot used
AI Email Response CreationCreates drafts for email repliesShared (uses RAG)

While each of the three features has different roles, they achieve maximum effectiveness when combined. Particularly, AI chatbot and AI email response creation share a knowledge base, enabling efficient operation.