What is a chatbot?
A chatbot is a computer program that simulates conversation with people through text or voice, answering questions or completing simple tasks. Rule-based chatbots follow scripts and buttons, while AI chatbots use natural language processing and large language models to understand free-form messages and generate replies.
Types
| Type | How it works | Example |
|---|---|---|
| Rule-based | Decision trees, keywords | "Press 1 for billing" in chat |
| AI chatbot | Language models | Answers rephrased questions |
| AI agent | AI plus tools | Processes a return |
Example of a chatbot
A customer types "Where is my order?" The chatbot asks for the order number, looks it up and replies with the delivery date.
Primary function
To give fast answers to common questions and route the rest to people.
