Term · Apps & software
Chatbot
A chatbot is a program that communicates with people through a chat interface — a website widget, WhatsApp, Telegram, Instagram or another messenger — to answer questions, collect information or complete tasks such as booking or ordering.
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Explained
Types
- Scripted (rule-based) bots follow predefined flows with buttons and expected inputs. Predictable and precise.
- AI chatbots use language models to understand free text and generate answers, ideally grounded in the company's own data.
- Hybrid bots combine both: AI to understand, scripts to complete transactions.
See AI chatbot vs scripted bot.
Where chatbots help
- Answering frequent questions around the clock.
- Collecting enquiry details before a manager responds.
- Bookings, orders, order status.
- Notifications and reminders customers agreed to receive.
- Internal tasks for staff: requests, reports, alerts.
What makes a chatbot good
- A clear purpose and a well-designed main scenario. See designing chatbot scenarios.
- Easy access to a person, with conversation history passed on.
- Integration with the systems that hold the data — CRM, booking, orders.
- Honest about being a bot.
- Regular review of conversations and improvements.
In Azerbaijan
Messenger bots are especially relevant because many customers prefer WhatsApp and Telegram for contacting businesses. See Telegram bot development and WhatsApp chatbots.
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FAQ
Frequently asked questions
Will customers accept talking to a bot?
Yes, when it answers quickly and hands over easily. Frustration comes from bots that trap people.
Do we need AI for a chatbot?
Not always. Many useful bots are scripted; AI helps with open questions.