A chatbot is a software application that uses artificial intelligence (AI) natural language processing capabilities to converse with customers, usually through a chat program. Such conversations may appear convincingly real that you may not realize you are conversing with a machine and not with another person.

Chatbots can detect customer’s concerns and direct them to relevant links or persons who can resolve their issues quickly. In fact, when you chat online with customer service representatives for major brands chances are you are being engaged by chatbots.

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