What is a Chatbot?
A chatbot is a software application designed to simulate human-like conversations, typically through text or voice interactions. These programs leverage natural language processing (NLP) and machine learning to understand and respond to user queries, mimicking real-time communication. Chatbots are commonly integrated into websites, mobile apps, and messaging platforms, enabling businesses to assist users efficiently without requiring human intervention for every interaction.
Chatbots can be broadly categorized into two types:
- Rule-Based Chatbots: These operate on predefined scripts and respond to specific commands or keywords. While straightforward to implement, their responses are limited to the scenarios they have been explicitly programmed to handle.
- AI-Powered Chatbots: Leveraging artificial intelligence, these chatbots can understand context and intent, allowing them to manage more complex and varied conversations. They learn from interactions over time, continually improving their performance.
In eCommerce, chatbots have become essential tools for improving customer experience, assisting with product discovery, answering frequently asked questions, and streamlining support processes. They reduce the need for extensive customer service teams while enabling businesses to engage with shoppers 24/7.
Rep AI’s approach exemplifies how chatbots can evolve beyond traditional roles. Through AI-driven capabilities, such as behavioral insights and proactive engagement, chatbots are no longer limited to reactive responses. Instead, they are becoming integral to guiding shoppers, offering tailored assistance, and bridging the gap between automated efficiency and personalized customer experience. This evolution marks a shift in how chatbots contribute to the broader eCommerce ecosystem, supporting merchants in achieving both sales and support goals.
