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Customer Service vocabulary · Support Tools & Self-Service

Chatbot

Meaning in customer service, with examples

/ˈtʃætbɒt/nounCore term

In customer service, chatbot means: A computer program that answers customer messages automatically, often on a website or messaging app, before or instead of a human agent.

In Turkish: sohbet botu, chatbot, sanal asistan

How it is used

Chatbots answer simple questions, collect details and hand complex chats over to a human agent. Customers often type "agent" or "human" to leave the chatbot. Many modern chatbots use AI to understand free text.

Example sentences

  1. The chatbot handles order tracking, so agents can focus on harder cases.

  2. The customer got stuck in a loop with the chatbot and couldn't reach a person.

Common collocations

  • chatbot conversation
  • hand over from the chatbot
  • AI chatbot
  • chatbot flow
  • live chatA support channel where customers type messages and get answers from an agent in real time, usually in a window on a website or app.
  • self-serviceWays for customers to find answers and complete tasks on their own, without contacting an agent, such as FAQs, help centres and online forms.
  • FAQFrequently asked questions: a list of common customer questions with short answers, usually published on a website or in an app.
  • omnichannelDescribing a service that connects all channels, such as phone, chat, email and social media, so customers can move between them without repeating information.

More terms: Support Tools & Self-Service

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