Glossary / AI & data

Chatbot (AI assistant)

A chatbot is a conversational interface to software — from scripted menu bots to LLM-powered assistants that understand free text. The good ones are judged by resolution rate, not conversation quality: did the customer get the answer, book the slot, solve the problem without waiting for a human? The essential engineering is the escalation path — knowing when to hand off to a person, gracefully.