Glossary What is a Chatbot?

A chatbot is an artificial intelligence-enabled software application that can hold natural language conversations with users to assist their needs. They can be programmed to answer simple user requests, complete tasks or serve as a digital assistant.

Chatbots, or virtual assistants, are often used as an organization’s first point of contact for customer service or IT help desk resources. By using machine learning, chatbots can learn from each user interaction and improve its responses. Adopting a chatbot helps an organization improve user experiences, reduce costs and increase response times.

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