Glossary · AI chatbot · website chatbot
Chatbot: definition
A chatbot is software that exchanges messages with a person, usually through a website or messaging service. It answers questions or guides an enquiry using prepared rules or artificial intelligence, within the information and functions available to it and the scope set by the business.
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How a chatbot works
A chatbot based on rules follows a prepared path, often using buttons and predefined answers. An AI chatbot can interpret questions written in different ways and compose replies using the information available. In both cases, useful answers depend on clear source material and a defined purpose for the conversation.
A small business might use a chatbot to explain its services, share opening hours or direct visitors to a contact page. Decide which questions it should handle and which need your team. A request for a tailored quote may need a conversation with a person before you can make a suitable proposal.
Chatbots, AI assistants and AI agents
A chatbot provides the conversation interface. An AI assistant can support your team inside its software, while an AI agent can carry out several steps towards a goal. These roles may overlap. A chat window alone does not tell you which business information the software can read or which actions it can take.
Start with common customer questions and information you can keep current. Include a clear way to contact your team when the answer is unavailable or the visitor needs a person. The aim is a useful next step for the customer, whether that is an explanation, a callback or a conversation about their needs.
Chatbots and AI assistance in Eazyclick
Eazyclick offers a Chatbot module for visitors to your website. Ziggy, Eazyclick's AI assistant, supports your team inside the business management software by finding useful information and suggesting actions for you to approve. The chatbot handles the website conversation, while the assistant helps you work in your management tools.
Related terms
- AI assistant An AI assistant is an artificial intelligence program you talk to in everyday language to get an answer, a text or an action.
- AI agent An AI agent is an artificial intelligence program that carries out several steps on its own to reach a goal (reading a request, looking up information, preparing a reply, proposing it), within limits set by the business.
- CRM A CRM (Customer Relationship Management) system is software that centralises a company's contacts, conversations and sales opportunities, so that every customer and prospect can be followed up.
Further reading
Questions about Chatbot
What is a chatbot?
A chatbot is a program that exchanges messages with a person to answer questions or guide them to a next step. On a business website, it might explain services or direct visitors to contact information. It can use prepared conversation paths, artificial intelligence or a combination of the two.
Do all chatbots use AI?
No. Some chatbots follow fixed rules and display answers written in advance. AI chatbots can interpret questions phrased in different ways and compose replies. The right approach depends on the questions you want to handle, the information available and how closely you need to control the wording of each answer.
Can a chatbot replace customer service staff?
A chatbot can handle some repeated questions and guide visitors, but unusual situations often need human attention. Provide a clear route to your team when someone needs an explanation or a decision. This lets the chatbot support initial contact while people remain available for complex or sensitive enquiries.
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