How Intelligent Workflows Are Redefining Conversations

By Nitin Seth, CEO & Co-Founder, Conversive

Not too long ago, chatbots were seen as the future of customer engagement. They could answer basic FAQs, reduce wait times, and keep conversations going even after office hours. For a while, that was more than enough.

But customer expectations quickly evolved. People wanted answers in their own language, on whichever channel they chose, and they expected systems to “remember” past conversations. More importantly, they wanted all of this instantly without losing the human touch.

That’s when the limitations of traditional chatbots started to show.

Most bots were built on rigid, pre-programmed scripts. If a query strayed from that script, the bot struggled. There was no real memory of past interactions beyond the current chat window. Moving from a website bot to WhatsApp or email often meant starting from scratch, losing all context. In everyday, low-stakes conversations, this might ...