Chatbot
A chatbot is software that answers questions and completes simple tasks through chat, on a website, WhatsApp or an internal tool. Modern AI chatbots answer from your own documents and data, and hand the conversation to a person when they are unsure or the customer asks.
Key Facts
| Types | Rule-based menus, AI chatbots answering from documents (RAG), and AI agents that also take actions |
|---|---|
| Channels | Website widget, WhatsApp, Microsoft Teams, internal portals |
| Typical first use | Answering routine questions about orders, policies, admissions or products |
| Must-have | A clear route to a human and logs of every conversation |
Rule-based or AI
Rule-based bots follow fixed menus: predictable but rigid. AI chatbots understand free text and answer from your material, which handles far more questions but needs grounding and testing. See how to build an AI chatbot trained on your company documents.
Measuring success
Track questions resolved without a person, handover rate, wrong answers found in review, and customer satisfaction.
Frequently Asked Questions
Will a chatbot annoy customers?
Not if it answers quickly, admits what it does not know and hands over to a person easily.
Can a chatbot answer in Hindi?
Yes. AI chatbots can handle Hindi and mixed Hindi-English, though you should test with your real customer questions.
Related Glossary
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