Definition:
A chatbot is a computer program that simulates human conversation, or chat, through artificial intelligence. Normally, a chatbot will communicate with a real person, but applications are being developed in which two chat robots can communicate with each other.
What chatbots are for?
Chatbots are used in applications such as e-commerce customer service, call centers, and Internet gaming. Chatbots used for these purposes are typically limited to conversations regarding a specialized purpose and not for the full range of human communication. Currently there are also voicebots, that is, chatbots that have been equipped with voice for oral communication tasks with customers, usually through telephone calls.
Chatbots in digital marketing
Chatbots have become a very interesting option within digital marketing since it can supply certain activities that a human being would perform. Undoubtedly one of the main advantages is the improvement in the image of our brand, since thanks to chatbots we manage to have a service 24 hours a day to serve the customer so that he does not have the feeling that he is being ignored. In addition, chatbots allow us to collect information from our users in an efficient and friendly way.
Disadvantages of chatbots
However, not all are advantages when using chatbots, since these will never replace 100% of the tasks that a person can perform, and for those queries that have a greater degree of complexity it will not be useful. It is also important to know that for certain types of business chatbots are not a recommended option since they can harm the image of the company.