Customer Experience Platforms Vs. Conversational AI Platforms

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What is the Difference Between a Customer Experience (CX) Platform and a Conversational AI Platform?


In this article we’re going to be answering this question and discussing the basic differences between a conversational AI platform and a customer experience platform.

The proliferation of eCommerce over the last several years has led to a huge shift in how companies approach the support and assistance of their customers.

While some have chosen methods they feel provide more personal touches, such as call centers, many others have set their sights on modern automation solutions that leverage chatbots, automated ticket creation for off-hour issue resolution, and other valuable tools.

Terms like “conversational AI platform” or “customer experience platform” are becoming more ubiquitous with each passing month, but what exactly are these platforms?

While seemingly interchangeable, the truth is that there are vast differences between them.

Let’s first look at conversational AI platform;


What is a Conversational AI Platform?


what is a conversational ai platform


IBM defines conversational AI as technologies, like chatbots or virtual agents, which users can talk to. They use large volumes of data, machine learning, and natural language processing to help imitate human interactions, recognizing speech and text inputs and translating their meanings across various languages.

Thus, a conversational AI platform is: “A type of artificial intelligence technology that allows people to interact with computers in a way that mimics human conversation.”

Now, let’s take a look at customer experience platform;


What Is a Customer Experience (CX) Platform?


what is a customer experience platform-cx


A Customer Experience Platform: is a technology solution that enables organizations to measure, manage and improve digital customer experiences by collecting insightful analytics about individual customer’s interactions with the company.

By analyzing and interpreting this data, businesses can accurately predict outcomes and trends in consumer habits and tastes, and adjust their practices accordingly to deliver an experience that works best for their customers.

As they’ve become more familiar with online shopping, modern customers both expect and  demand the finest experience across all touchpoints – online and offline. A recent paper, Customers 2020: A Progress Report by Walker,  predicted that by 2024, customer experience will become the key brand differentiator, even over price and product.

As the expectations of customers have changed, so too has the approach of businesses toward their customer experience practices. Where once brands focused on questions like “what do we want to sell”, the pertinent question now is “what does the customer want to buy”.

Leveraging laser-sharp targeting of consumer habits has become the core goal for every company that wishes to remain competitive in this modern eCommerce era.

As customers give more preference to businesses and brands that are consistently improving their online experiences, organizations are investing more than ever in premier CX strategies that help them win and retain more customers.

According to research from PWC, 86% of buyers are willing to pay more for a great customer experience. Customer Experience will be the center focus as more and more brands embrace digital transformation.


Now is the Time for Businesses to Re-evaluate Their CX Strategy.


evaluate your customer experience strategy


  1. Are you doing all that you can to deliver the best experiences for your customers?
  2. Are you able to provide personalized, effective one and two-way communication through the conversational channels your customers are using?
  3. Are you able to drive revenue and retain customers?
  4. Are you able to eliminate barriers throughout the entire buying process?

If you’re unsure about any of these, it may be time to look into a Customer Experience automation solution, such as Linc.

Linc is the premier CX Automation solution, purpose-built for brands and retailers to easily and rapidly automate over 85% of their customer assistance across support and self-service channels with zero additional lift from their customer support teams.

To learn more about what Linc can do for your business, we invite you to learn more at Or if you would like to schedule a demo one of our customer experience automation specialists will be happy to answer your questions!


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