A chatbot is a computer program that simulates conversation with
human users, especially over the internet. It uses natural language
processing (NLP) and generative AI to automate responses to
user inputs. Chatbots are frequently used by organizations to
provide 24-hour customer relationship management (CRM)
services. They can be voice-activated and used on mobile devices
and smart speakers. Chatbots can make it easy for users to find
information by instantaneously responding to questions and
requests -through text input, audio input, or both- without the need
for human intervention or manual research.
Chatbots have several benefits such as reducing costs, increasing
productivity and operational efficiency through automation,
delivering better customer experience, achieving higher customer
engagement and satisfaction, and providing a more personalized
and engaging experience by remembering customer preferences
and helping customers 24/7 when no human agents are around.