{"id":212761,"date":"2025-03-05T14:10:56","date_gmt":"2025-03-05T13:10:56","guid":{"rendered":"https:\/\/easy-software.com\/?post_type=glossar&#038;p=212761"},"modified":"2025-06-06T09:12:51","modified_gmt":"2025-06-06T07:12:51","slug":"chatbots","status":"publish","type":"glossar","link":"https:\/\/easy-software.com\/en\/glossary\/chatbots\/","title":{"rendered":"Chatbots"},"content":{"rendered":"<div class=\"gb-container gb-container-bff3e728\">\n<div class=\"gb-container gb-container-21f239a0\">\n<div class=\"gb-grid-wrapper gb-grid-wrapper-21d3b66e\">\n<div class=\"gb-grid-column gb-grid-column-8f04805b\"><div class=\"gb-container gb-container-8f04805b\">\n\n<p>The <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">emerging<\/mark> of <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">Large Language Models <\/mark>(LLMs) in the last three years in particular has significantly <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">improved<\/mark> the <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">capabilities<\/mark> of chatbots. These advanced models, such as GPT-4, have revolutionized the way chatbots communicate and interact.<\/p>\n\n\n\n<h2 class=\"gb-headline gb-headline-5daa93c7 gb-headline-text gb-headline-medium\">What are chatbots in customer service?<\/h2>\n\n\n\n<p>A bot for <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">customer service<\/mark> is AI-supported software that <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">answers customer queries automatically<\/mark>. Chatbots support customers in real time via websites, messenger services or company portals &#8211; 24\/7, efficiently and scalably.<\/p>\n\n\n\n<h3 class=\"gb-headline gb-headline-ae63a541 gb-headline-text gb-headline-medium\">How do they work?<\/h3>\n\n\n\n<p>Modern customer service chatbots are based on artificial intelligence (AI) and natural language processing (NLP). They analyze and understand customer queries and immediately provide suitable answers or forward users to the right contact person.<\/p>\n\n\n\n<h3 class=\"gb-headline gb-headline-d9dc7948 gb-headline-text gb-headline-small\">There are two main types of bots<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rule-based chatbots: follow predefined scripts and offer fixed response options.<\/li>\n\n\n\n<li>AI-supported bots: Learn from interactions and continuously improve their responses.<\/li>\n<\/ul>\n\n\n<div class=\"gb-container gb-container-b860e3f3\">\n\n<p class=\"gb-headline gb-headline-dabaf045 gb-headline-small\"><span class=\"gb-icon\"><svg xml:space=\"preserve\" viewBox=\"0 0 400 400\" y=\"0px\" x=\"0px\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" id=\"Ebene_1\" version=\"1.1\">\n<g>\n\t<g>\n\t\t<g>\n\t\t\t<path 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d=\"M132,83.8c1.4,1.7,2.7,3.4,4,5c0,0,0,0,0,0c0.1,0.2,0.2,0.3,0.4,0.5c0.2,0.3,0.4,0.6,0.6,0.9\n\t\t\tc0.3,0.4,0.6,0.9,0.9,1.4c0.9,1.5,2.9,2.1,4.4,1.2c1.5-0.9,2.1-2.9,1.2-4.4c-1.7-2.7-3.8-5.1-5.8-7.6c-3.2-4-6.5-7.9-9.7-11.8\n\t\t\tc-7.2-8.6-14.5-17.1-21.7-25.7c-2.4-2.9-4.9-5.7-7.2-8.6c-1.1-1.4-3.5-1.1-4.6,0c-1.4,1.4-1.1,3.2,0,4.6\n\t\t\tc5.1,6.5,10.7,12.8,16,19.1C117.8,66.7,125,75.2,132,83.8z\" fill=\"#1D1D1B\"><\/path>\n\t\t<path d=\"M26.4,117.2c14.9,7.8,30.2,14.8,45.9,20.9c4.5,1.8,8.9,3.4,13.4,5.1c1.6,0.6,3.6-0.6,4-2.3\n\t\t\tc0.4-1.8-0.6-3.4-2.3-4C72,131.3,57,125,42.2,117.8c-4.2-2-8.3-4.1-12.5-6.3c-1.6-0.8-3.5-0.4-4.4,1.2\n\t\t\tC24.4,114.2,24.9,116.3,26.4,117.2z\" fill=\"#1D1D1B\"><\/path>\n\t\t<path d=\"M17.3,216.2C17.3,216.2,17.3,216.2,17.3,216.2C17.3,216.2,17.3,216.2,17.3,216.2\n\t\t\tC17.3,216.2,17.3,216.2,17.3,216.2z\" fill=\"#1D1D1B\"><\/path>\n\t\t<path d=\"M86.7,202.7c-8.2,1.7-16.4,3.4-24.7,5.1c-11.8,2.4-23.7,4.8-35.6,6.9c-2.4,0.4-4.8,0.8-7.2,1.2\n\t\t\tc-0.5,0.1-1,0.1-1.5,0.2c-0.1,0-0.3,0-0.4,0.1c0.2,0,0.3,0,0,0c-0.1,0-0.2,0-0.3,0c0.1,0,0.2,0,0.3,0c0,0-0.1,0-0.1,0\n\t\t\tc-0.7,0.1-1.3,0.2-2,0.2c-1.7,0.1-3.3,1.4-3.2,3.2c0.1,1.7,1.4,3.4,3.2,3.2c3.7-0.3,7.3-1,10.9-1.6c5.5-1,11.1-2,16.6-3.1\n\t\t\tc11.7-2.3,23.4-4.7,35.1-7.1c3.5-0.7,7.1-1.5,10.6-2.2c1.7-0.4,2.7-2.4,2.3-4C90.2,203.2,88.4,202.3,86.7,202.7z\" fill=\"#1D1D1B\"><\/path>\n\t<\/g>\n<\/g>\n<\/svg>\n<\/span><\/p>\n\n\n\n<h3 class=\"gb-headline gb-headline-ee18a451 gb-headline-text gb-headline-small\">advantages of chatbots for customer service<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">Faster response times<\/mark> &#8211; Immediate responses around the clock.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">Cost efficiency<\/mark> &#8211; Reduces the need for large support teams.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">Automated processes<\/mark> &#8211; Answers common questions and reduces the burden on customer service.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">Seamless integration<\/mark> &#8211; Link with ECM systems, CRM platforms and knowledge bases for better service.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-marker-text-color\">Improved customer satisfaction<\/mark> &#8211; Personalised, immediately available help.<\/li>\n<\/ul>\n\n<\/div>\n\n\n<h3 class=\"gb-headline gb-headline-7b70efa1 gb-headline-text gb-headline-medium\">Chatbots &amp; Enterprise Content Management<\/h3>\n\n\n\n<p>They are particularly valuable in ECM Sytems (Enterprise Content Management). They enable quick access to company documents, contract data or service tickets and improve <a href=\"https:\/\/easy-software.com\/en\/newsroom\/why-self-service-opens-up-new-opportunities-for-interaction-with-business-partners-and-employees\/\">self-service<\/a> for customers and employees.<\/p>\n\n\n\n<p>Chatbots for customer service increase efficiency, reduce costs and improve the customer experience through automated, smart communication. Companies that integrate bots into their ECM and CRM systems benefit from future-proof, scalable customer interaction.<\/p>\n\n\n\n<div style=\"height:70px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"gb-headline gb-headline-213ffa1c gb-headline-text gb-headline-medium\">FAQ on chatbots<\/h2>\n\n\n<div class=\"gb-container gb-container-1be7b817 gb-accordion\" data-accordion-multiple-open>\n<div class=\"gb-container gb-container-950a0758 gb-accordion__item gb-accordion__item-open\" data-transition=\"slide\">\n<div class=\"gb-container gb-container-041e55d8 gb-accordion__toggle gb-block-is-current\" id=\"gb-accordion-toggle-041e55d8\" role=\"button\" tabindex=\"0\">\n\n<h3 class=\"gb-headline gb-headline-df6d8a2f gb-headline-x-small\"><span class=\"gb-icon\"><svg class=\"gb-accordion__icon\" height=\"1em\" width=\"1em\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path fill=\"currentColor\" d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><svg class=\"gb-accordion__icon-open\" height=\"1em\" width=\"1em\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path fill=\"currentColor\" d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span><span class=\"gb-headline-text\">Is Chatgpt a chatbot?<\/span><\/h3>\n\n<\/div>\n\n<div id=\"gb-accordion-content-fa4de532\" class=\"gb-accordion__content\"><div class=\"gb-container gb-container-fa4de532\">\n\n<p>ChatGPT is a Large Language Model (LLM) and works in a dialog-oriented, almost human-like way. In this respect: Yes, ChatGPT can be used to create advanced dialog-systems.<\/p>\n\n<\/div><\/div>\n<\/div>\n\n<div class=\"gb-container gb-container-5f80bc50 gb-accordion__item\" data-transition=\"slide\">\n<div class=\"gb-container gb-container-5eac59d8 gb-accordion__toggle\" id=\"gb-accordion-toggle-5eac59d8\" role=\"button\" tabindex=\"0\">\n\n<h3 class=\"gb-headline gb-headline-960f94ed gb-headline-x-small\"><span class=\"gb-icon\"><svg class=\"gb-accordion__icon\" height=\"1em\" width=\"1em\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path fill=\"currentColor\" d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><svg class=\"gb-accordion__icon-open\" height=\"1em\" width=\"1em\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path fill=\"currentColor\" d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span><span class=\"gb-headline-text\">When is a bot useful?<\/span><\/h3>\n\n<\/div>\n\n<div id=\"gb-accordion-content-6c2b8ff8\" class=\"gb-accordion__content\"><div class=\"gb-container gb-container-6c2b8ff8\">\n\n<p>Yes, AI chatbots make sense when it comes to increasing efficiency. Why this is the case can be seen from the characteristics of a chatbot:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Round-the-clock customer support: the chatbot can be available 24\/7 and answer customer queries immediately. This is particularly useful for companies that operate internationally or have customers in different time zones.<\/li>\n\n\n\n<li>Focus on Automation for simple tasks: Chatbots are suitable for answering frequently asked questions (FAQs), providing information or making bookings. This relieves human employees and allows them to concentrate on more complex tasks.<\/li>\n\n\n\n<li>Scalability: In times of high demand, e.g. during sales promotions or sudden requests, chatbots can serve a large number of users simultaneously without compromising the quality of the interaction.<\/li>\n<\/ul>\n\n<\/div><\/div>\n<\/div>\n\n<div class=\"gb-container gb-container-480937f1 gb-accordion__item\" data-transition=\"slide\">\n<div class=\"gb-container gb-container-631081bd gb-accordion__toggle\" id=\"gb-accordion-toggle-631081bd\" role=\"button\" tabindex=\"0\">\n\n<h3 class=\"gb-headline gb-headline-dd3ba0c9 gb-headline-x-small\"><span class=\"gb-icon\"><svg class=\"gb-accordion__icon\" height=\"1em\" width=\"1em\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path fill=\"currentColor\" d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><svg class=\"gb-accordion__icon-open\" height=\"1em\" width=\"1em\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path fill=\"currentColor\" d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span><span class=\"gb-headline-text\">Where are chatbots used?<\/span><\/h3>\n\n<\/div>\n\n<div id=\"gb-accordion-content-3f7fe8ba\" class=\"gb-accordion__content\"><div class=\"gb-container gb-container-3f7fe8ba\">\n\n<p>They are used in a variety of industries and application areas. Here are some of the most important areas of application:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>E-commerce (product advice, order status, returns, etc.)<\/li>\n\n\n\n<li>Healthcare (booking and managing appointments; symptom checker: obtaining initial assessments of complaints, etc.)<\/li>\n\n\n\n<li>Financial sector (account management, retrieving account information, etc.)<\/li>\n\n\n\n<li>Education (virtual tutors support students with tasks and provide answers to many questions)<\/li>\n\n\n\n<li><a href=\"https:\/\/easy-software.com\/en\/easy-hr\/\">HR Management <\/a>(Applicant administration: bots support the HR team during the pre-selection of applicants)<\/li>\n<\/ul>\n\n\n\n<p>Chatbots are therefore versatile tools that can be used in many areas to automate processes, increase efficiency and improve the user experience. Their ability to be available around the clock and provide personalized support makes them a valuable addition to many companies and organizations.<\/p>\n\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Chatbots are digital assistants that are based on artificial intelligence (AI) and are able to conduct human-like conversations.<\/p>\n","protected":false},"author":64,"featured_media":0,"parent":0,"menu_order":0,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-212761","glossar","type-glossar","status-publish","format-standard","hentry","no-featured-image-padding"],"acf":[],"_links":{"self":[{"href":"https:\/\/easy-software.com\/en\/wp-json\/wp\/v2\/glossar\/212761","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/easy-software.com\/en\/wp-json\/wp\/v2\/glossar"}],"about":[{"href":"https:\/\/easy-software.com\/en\/wp-json\/wp\/v2\/types\/glossar"}],"author":[{"embeddable":true,"href":"https:\/\/easy-software.com\/en\/wp-json\/wp\/v2\/users\/64"}],"version-history":[{"count":0,"href":"https:\/\/easy-software.com\/en\/wp-json\/wp\/v2\/glossar\/212761\/revisions"}],"wp:attachment":[{"href":"https:\/\/easy-software.com\/en\/wp-json\/wp\/v2\/media?parent=212761"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}