Contact center terms💡

    Chatbot

    What are chatbots and how are they used in contact centers? Find out more about it in this article.

    What are chatbots?

    A chatbot is a software-based, automated assistant that communicates with users via text or voice input. It can understand and respond to simple or complex queries, often using AI and Natural Language Processing (NLP).

    What types of chatbots are there?

    Depending on their technical design and area of application, chatbots can be divided into several categories:

    • Rule-based chatbots: Respond to predefined keywords or menu selections

    • AI-powered chatbots: Use machine learning and large language models (LLMs) to conduct contextual, human-like conversations

    • Hybrid chatbots: Combine predefined rules with AI for greater flexibility

    What are the benefits of chatbots?

    Chatbots are used in many areas – especially where similar questions or concerns arise frequently. The goal is to improve availability, automate standard inquiries, and ease the workload of customer service teams. Typical benefits of chatbots include:

    • 24/7 availability without the need for additional staff

    • Consistent and fast responses to frequently asked questions

    • Scalable customer communication, even during high inquiry volumes

    • Relief for human agents by handling routine tasks

    How are chatbots used in contact centers?

    In contact center environments, chatbots primarily handle recurring tasks to streamline processes and improve service quality:

    • Automated customer service (e.g., FAQs, order status, support)

    • Lead generation (e.g., by pre-qualifying inquiries)

    • Self-service options and appointment scheduling

    Modern chatbots not only enhance availability but also help reduce wait times and use resources more efficiently.

    However, while chatbots offer many benefits, they can reach their limits with complex or emotionally sensitive issues. In such cases, forwarding the conversation to a human agent is often the best way to ensure a personalized solution.

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