When you visit a website, sometimes there is a little chat window that you can click on and speak to a customer service agent, or sometimes you can go on Facebook messenger and speak directly to an agent. When you add some conversational AI behind this process, you get a ‘chatbot’ (sometimes called a Virtual Agent or Automated Concierge).

Speaking to an agent (either AI or a live agent) via the chat window is easier (for the customer) and less expensive (for the company) than a phone call. When you add conversational AI you make this even more efficient because you can use artificial intelligence to answer routine questions and fulfil routine tasks like collecting addresses, phone numbers or even taking orders.