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A chatbot is an AI-powered application that runs within your live chat software and helps in interactively engaging your customers to better understand their issue. Using a conversational structure and Natural Language Processing, the chatbot asks a series of questions to an end-user and helps to zero-in on the issue.
A chatbot could either connect the customer to a Support Agent or point the end-user to relevant support resources, within your Support Centre. Chatbots are the fastest way to ensure that your customers receive the fastest support experience.