Bots (Chatbots) are primarily found in the fields of Artificial Intelligence, Digital Transformation, and eCommerce and Digital Commerce. They are programmes developed to communicate automatically with people, usually via text messages. We encounter bots, especially chatbots, in our daily lives, for example when online shopping, if someone enquires about our preferences in the chat window at the bottom right of the screen.
These clever helpers answer frequently asked questions, provide product information, or even process orders. They use artificial intelligence to recognise the user's intent and deliver suitable responses. This makes it easier for companies to be available around the clock and offer quick assistance without direct employee intervention.
A vivid example: you visit your energy provider's website. A chatbot automatically asks how it can help. You type in your question about your last bill, and the bot immediately provides you with the desired information or forwards you to the right contact person – simply, without a waiting queue and at any time of day. This is how bots (chatbots) make digital customer service faster and more efficient.
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