Support Chatbot
Short definition
Support Chatbot: Software that automatically answers routine customer questions through text chat.
Meaning and how it works
A support bot can answer routine questions but should acknowledge uncertainty and offer human escalation. Web chat and related widgets shorten the path from a question to support or a callback. Service quality depends on agent availability and preserved conversation context.
Business applications
- Business scenario:
A bot explains payment steps and escalates unusual issues to a human agent.
What to check before implementation
Test mobile usability, response times, conversation privacy and escalation to a human when an automated workflow cannot help.