Chatbots are software applications that use artificial intelligence & natural language processing to understand what a human wants, and guides them to their desired outcome with as little work for the end user as possible. Like a virtual assistant for your customer experience touchpoints.

A well designed & built chatbot will:

Use existing conversation data (if available) to understand the type of questions people ask.
Analyze correct answers to those questions through a ‘training’ period.
Use machine learning & NLP to learn context, and continually get better at answering those questions in the future.
The adoption of chatbots was accelerated.