Chatbot Definition

The definition of a chatbot is a computer program or application that is designed to interact with users, typically over the internet. A chatbot’s definition includes artificial intelligence. Chatbots mimic human interaction, but they’re actually just computer programs. 

What is a Chatbot?

A chatbot may engage with users to answer product questions or direct users to information. Thus, a chatbot’s business definition is to engage with customers online at any hour of the day. This is particularly useful to businesses that can’t pay customer service representatives to work 24/7.

A chatbot’s meaning is to assist users through a computer program. Chatbots can be embedded on websites as pop-up boxes that answer basic questions. The chatbot may also ask the user to type in a question or will direct them to click on a listed topic for more information. If you ask a question that the chatbot doesn’t recognize, it may redirect you to a human representative.

Some types of chatbots engage verbally with a human. A human can verbally ask a chatbot a question, and the chatbot will reply verbally. Your tablet, smartphone, or computer may have these types of verbal interaction chatbots.

Chatbot Benefits

One of the benefits of a chatbot is that it can engage with a user at any time of the day or night. A chatbot is basically like a 24/7 customer service representative. A business owner can use a chatbot on their website to help customers answer common questions when no human is available. This can save a business owner in customer service costs and can help facilitate sales at any hour of the day. 

Chatbot Considerations

One of the disadvantages of a chatbot is that its abilities are limited. A chatbot isn’t a complete replacement for human interaction. For example, let’s say you have a question specific to your circumstances that the chatbot can’t answer because of its programming. A chatbot, by definition, is a computer program whose programming limits its responses. Thus, chatbots typically can’t respond to complex questions requiring a decision. A human conversation can discuss details and answer questions outside the chatbot’s scope.

Perhaps the chatbot doesn’t understand the way you formulate your questions. If a business relies on a chatbot as their front line of customer service, a chatbot may frustrate a customer who feels they can’t adequately explain their question. A human conversation, however, can clear up any misunderstandings. The customer may also feel they have to jump through hoops to speak to a human.

Other Names for a Chatbot

A chatbot may also be called a “chatterbot,” “bot,” “talkbot,” or “IM bot.” A business website may refer to its chatbot as a “virtual assistant.”

Chatbot Examples

You may still be wondering what a chatbot is. There are many chatbot examples in your daily life. Examples of chatbots that engage in verbal interactions with users include Amazon’s Alexa and Apple’s Siri. Messaging-type chatbot examples include a message box that pops up when you visit your bank’s website. Your phone company may have a chatbot respond to you when you text their helpline. Even the U.S. Department of Education’s federal student aid website uses a virtual assistant.

Summary

A chatbot is a computer program that interacts with users via messaging or verbally. A chatbot replicates human interaction and is a form of artificial intelligence.

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