Plain English
Chatbot
A program you talk to in everyday language, which replies in conversation.
A program that holds a conversation in everyday language. Today’s AI chatbots run on large language models, so they can handle open-ended questions instead of picking from a fixed script.
Why it matters
A chatbot on your site speaks for your business. Label it clearly as AI, base its answers on your own information and make it easy to reach a person.
At work
A chat widget on your website answers questions about opening hours, delivery and returns, and hands anything else to a person.
Think of it like a well-read receptionist: quick with answers and directions, but it doesn’t go and do the job for you.
Related terms
Where it appears