What is a chatbot?
A chatbot is a software program that holds a conversation with people through text or voice. Some follow scripted rules and menus, while others use AI language models to understand questions and write flexible, natural replies.
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Rule-based and AI chatbots
A rule-based chatbot follows a decision tree. It works well for simple, predictable questions but struggles when users phrase things in unexpected ways.
An AI chatbot uses a language model, so it can handle open-ended questions. It can also give wrong answers, so it needs good source material and limits.
How marketers use chatbots
Chatbots on websites can answer common questions, collect lead details, and book meetings. They can also hand a conversation to a person when the visitor needs more help.
The handoff matters. Visitors get frustrated when a bot can't help and offers no way to reach a human.
Setting one up well
Define what the bot should and shouldn't handle, connect it to accurate information, and test it with real questions. Review conversations after launch to find gaps.
Common questions
What's the difference between a chatbot and an AI agent?
A chatbot mainly answers messages. An AI agent can pursue a goal and take actions using tools, though the two overlap and many products blend the features.
Can a chatbot generate leads?
Yes. It can ask qualifying questions, collect contact details, and route interested visitors to your team or calendar.
Do AI chatbots make mistakes?
They can. Language models sometimes give wrong or invented answers, so ground the bot in approved content, set clear limits, and review its conversations.
Should a chatbot tell users it's not a person?
Yes, in many cases. The EU AI Act requires chatbots to tell people they're talking with AI unless it's obvious, and some US state laws, such as California's, require disclosure in sales settings. Being open about it is good practice everywhere.
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