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What's the Difference Between AI Email Response Generation and AI Chatbots?
Differences Between AI Email Response Generation and AI Chatbots
SmartWeb provides two AI features: AI Email Response Generation (AI Answer Composer) and AI Chatbots. This article explains the characteristics and use cases for each.
Comparison Table
| Item | AI Email Response Generation | AI Chatbot |
|---|---|---|
| Supported Channels | Email・Inquiry Forms | Website Chat |
| Output Method | Displays draft for staff | Responds directly to customers |
| Review Process | Staff reviews before sending | Automatic immediate response |
| Final Responsibility | Staff member | AI (with escalation option) |
| Response Speed | After staff review | Real-time |
| Operating Hours | Staff working hours | 24/7/365 |
Features of AI Email Response Generation
Staff-Led Response
AI creates drafts, and staff members review and edit before sending. Staff members have final control over response content.
Suitable Scenarios
- Complex inquiries
- Content requiring high accuracy
- Complaint and grievance handling
- Inquiries involving contracts or legal content
- Cases requiring individual attention
Features of AI Chatbots
Fully Automated Response
AI responds to customer questions 24/7/365 in real-time. Response is completed without staff intervention.
Suitable Scenarios
- Frequently asked questions (FAQ)
- Product information inquiries
- After-hours support
- Multilingual support
- Handling large volumes of inquiries
Key Points for Use Case Selection
When Immediacy is Important → AI Chatbot
For real-time questions from website visitors, AI chatbots are most suitable.
When Accuracy and Caution are Important → AI Email Response Generation
When you want staff to review content before sending, AI email response generation is most suitable.
Combining Both
Many companies use both AI features together.
Example:
- Website inquiries → AI chatbot responds
- Email inquiries → AI email response generation creates draft, staff reviews and sends
- When AI chatbot cannot resolve → Escalate and handle with AI email response generation
Related Information
For details about AI chatbots, please see the AI Chatbot section.
