Conversational AI is a tool that uses the process of machine learning to communicate. The technology “learns” and improves the more it’s used. It collects information from its own interactions. It then uses that information to improve itself and its conversational skills with customers as time goes by. A chatbot is a program that uses conversational ai to talk to customers. But it doesn’t always need it. Some chatbots are just simple function chatbots with buttons to click for FAQs, shipping information, or contact customer support.