A conversational AI system understands intent, maintains context across a conversation, handles varied phrasing of the same question, and can take actions based on user input. A simple FAQ bot only matches keywords to pre-set answers and fails when queries fall outside its script.

Yes. Many companies use conversational AI internally for HR queries, IT helpdesks, knowledge management, onboarding assistants, and internal search tools. These internal systems can dramatically reduce the time employees spend looking for information.

Regular maintenance involves reviewing conversation logs to identify gaps, adding new knowledge as your products or policies change, monitoring performance metrics like resolution rate and fallback frequency, and retraining or updating the model as needed.