Short summary from article by Infosys
Customers are hyper connected across mobiles, tablets, social, and even non-digital avenues. This is changing the way enterprises do business, and has created a need to create and offer products, services, and solutions that resonate with customers personally. A Chatbot is one such development in technology that can really enable faster and better customer service, with being a round-the-clock agent. Chatbots are a major innovation in the field of AI – a highly responsive, interactive and engaging personality which emulates human conversations using AI techniques. Based on the situation, Chatbots can learn from utterances in a conversation and further personalize the responses.
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https://www.infosys.com/services/microsoft-dynamics/documents/ai-automation-chatbots-web.pdf