Chatbot
Software that talks with users in writing or by voice, answers questions or guides them through tasks; it can be rule-based or AI-powered.
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Why it matters
A well-built chatbot answers frequently asked questions instantly at any hour and reduces the load on the support team. When it cannot solve something it should be able to hand the user over to a person, and it must not make up information on topics such as prices, contracts or health. Users should be told clearly that they are talking to software.
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Example
A clinic's chatbot answers questions about opening hours and takes bookings; when a medical question comes in, it refers the person to clinic staff instead of answering.
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Common mistake
Giving the bot no way to reach a person. Users whose problem is not solved go round in circles of the same replies and leave angry.
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Related terms
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