Chatbot

A chatbot is software that takes inputs via a chat interface and answers them automatically. The spectrum spans from rule based bots with fixed question answer trees through to language model driven systems that understand free form input and respond in context.

How chatbots work technically

Rule based bots use decision trees or keyword detection. Modern bots build on large language models and can tap internal knowledge bases, often through retrieval augmented generation. They are commonly embedded in websites, messengers such as WhatsApp or Slack, or in voice assistants. A well curated knowledge base usually matters more than the chosen model.

What chatbots are used for

Typical use cases are first level support, appointment booking, lead qualification, FAQ answers and order status queries. Well built bots catch the most common standard requests and free service teams for complex cases. Poorly built bots frustrate customers when they lead into dead ends or make escalation to a human difficult.

Practice notes

A clean handover to a human is mandatory whenever the bot hits its limits. Answer quality improves through consistent logging and regular review of unanswered queries. Data protection and transparency matter, the user must know they are speaking with a machine. For sensitive topics such as health or law, bots are not suitable as a sole source.