A chatbot is a computer program designed to simulate conversation with human users, especially over the internet. Chatbots are also referred to as virtual assistants, as they are designed to interact with users in a conversational manner to provide assistance and information, as needed.
Chatbots are commonly used in customer service settings, particularly in contact centres, to provide a more efficient and effective way to answer customer questions and resolve issues. Chatbots are often integrated into contact centre software, enabling them to interact with customers through chat or messaging channels.
Chatbots can be programmed to answer a wide range of questions and provide assistance on a variety of topics. Chatbots can also be designed to recognise and respond to natural language inputs, using machine learning algorithms to improve accuracy and effectiveness over time.
One of the primary benefits of chatbots is the ability to provide faster, more efficient customer service. By automating routine tasks and answering frequently asked questions, chatbots can help reduce wait times and free up human agents to handle more complex inquiries. Chatbots can also provide 24/7 support, enabling customers to get assistance at any time of day or night.
Overall, chatbots are a valuable tool for businesses looking to improve their customer service and optimise their contact centre operations. By leveraging machine learning and natural language processing technologies, chatbots can provide personalised and efficient support, enhance the customer experience, and drive growth and success.
