a chatbot is a computer program that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person.
Modern chatbots are typically online and use generative artificial intelligence systems that are capable of maintaining a conversation with a user in natural language and simulating the way a human would behave as a conversational partner.
A major area where chatbots have long been used is in customer service and support, with various sorts of virtual assistants.
Chatbots boost operational efficiency and bring cost savings to businesses while offering convenience and added services to internal employees and external customers.
With chatbots, a business can scale, personalize, and be proactive all at the same time—which is an important differentiator.
As chatbots work by predicting responses rather than knowing the meaning of their responses, this means they can produce coherent-sounding but inaccurate or fabricated content, referred to as ‘hallucinations.
Digitization is transforming society into a “mobile-first” population. As messaging applications grow in popularity, chatbots are increasingly playing an important role in this mobility-driven transformation.