Capterra Glossary
Chatbot
A chatbot is an AI-enabled program that can simulate human conversations through a chat interface. Chatbots usually appear on customer-facing portals—most commonly on websites and mobile apps. They simulate the experience of customers talking to sales reps. However, chatbots are simply responding to a script. They use the script to determine how to assist a customer in need best. Even as recently as a decade ago, chatbots were considered a relatively advanced feature, but today, their use has become widely popularized.
What Small and Midsize Businesses Need to Know About Chatbot
Chatbots have become affordable, even for smaller businesses, and can be purchased, deployed, and customized for small businesses' needs. Chatbots can answer customer support questions or help potential customers learn more about a product offering or service. An AI chatbot can be especially beneficial because it can answer common questions automatically, so you don't have to dedicate as much time and attention to live chatting with customers.
Related Terms
- Customer Relationship Management (CRM)
- Go-to-Market (GTM) Strategy
- Customer Information File (CIF)
- Customer Experience
- Best-in-class
- RM (Relationship Manager)
- CSS (Customer Service and Support)
- Electronic Customer Relationship Management (e-CRM)
- Customer Experience Management (CXM)
- Best-of-breed
- Business Development Representative (BDR)