In developing customer support systems, a significant distinction between Chatbot AI and Conversational AI lies in their interaction methodologies and adaptability. Chatbot AI primarily relies on predefined scripts, meaning it operates within the constraints of preprogrammed responses. This rigidity can severely limit its capacity to manage unexpected questions or scenarios, thereby necessitating frequent updates and maintenance to accommodate a broader scope of inquiries. As such, Chatbot AI is often best suited for environments where the nature of customer queries is relatively predictable and limited in scope, such as FAQ handling. Conversational AI, on the other hand, is built on sophisticated language understanding technologies, such as advanced language models. These models endow the system with the capability to comprehend and process the nuances of natural language, allowing it to engage with customers in a more interactive and flexible manner. This ability to interpret context and intent with high precision empowers Conversational AI to tackle spontaneous or complex questions proficiently, catering to a dynamic range of customer interactions with greater efficiency . Thus, while Chatbot AI suits scenarios with routine and straightforward queries, Conversational AI excels in environments where a rich, context-aware interaction is essential, providing developers with powerful tools to create more personalized and human-like customer support experiences.