Chatbot
FoundationsApplications and Capabilities
Also called: Conversational AI
A chatbot is a software application designed to simulate human conversation through text or voice. Modern chatbots use deep learning and foundation models to interpret what is being asked, answer complex questions and carry out simple administrative actions. They sit inside customer service portals and internal knowledge platforms.
In practice
A chatbot answers; an agent acts. That line decides the business case: deflecting contact-centre volume is a cost saving with a measurable baseline, whereas a system completing transactions carries a different risk profile and needs different controls. Establish which one a supplier is actually selling before pricing the benefit.