GLOSSARY

What is conversational AI?

Conversational AI is software that understands and responds in natural language, by text or voice, so it can hold a back and forth with a person instead of following a fixed menu. Modern versions use large language models, which lets them handle questions phrased in many ways rather than only exact keywords.

Older chatbots followed rigid decision trees and broke the moment someone phrased a question differently. Conversational AI interprets intent, so a visitor can ask in their own words and still get a useful answer.

For lead work, this matters because a conversation can do what a form cannot: ask a follow up question, qualify on the spot, answer objections, and book a call while the person is still interested.

Conversational AI covers both chat and voice. A voice agent that answers calls and a chat assistant on your website are the same idea applied to different channels.

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