Definition
Chatbot
A chatbot is a software program that simulates conversation with users, ranging from simple scripted flows to AI-powered systems that understand natural language.
Older chatbots followed rigid, scripted decision trees that broke as soon as a user phrased something unexpectedly. Modern AI-powered chatbots, built on large language models, can understand varied phrasing and hold more natural conversations — though the best ones are still constrained to answer only from a verified knowledge base (see RAG), rather than generating unchecked responses.
Chatbot in practice
A dental clinic's website chatbot answers questions about opening hours, prices and insurance at any time of day, asks visitors which treatment they're interested in, offers available appointment slots, and passes anything medical or complicated to the reception team with the conversation attached.
Related terms
Common questions about Chatbot
What's the difference between a rule-based and an AI chatbot?
A rule-based chatbot follows fixed menus and scripts, so it breaks on unexpected questions. An AI chatbot uses a language model to understand free-text questions and can answer from your own content.
Can a chatbot answer from my business's own information?
Yes. Using retrieval (RAG), an AI chatbot can answer from your services, prices, FAQs and policies, and hand the conversation to a person when it isn't sure.
Where can chatbots be deployed?
On your website, WhatsApp, Facebook Messenger and Instagram direct messages, usually with conversations and captured leads saved to a CRM.
How long does it take to set up a chatbot?
A simple chatbot that answers common questions and captures leads can be ready within a couple of weeks. Bots connected to booking systems, CRMs or large knowledge bases take longer, depending on the integrations.
