A chatbot is a computer program that simulates human conversation through text or voice interactions. Chatbots can be used to interact with digital devices as if they were human, and they are often used in customer contact centers to manage incoming communications and direct customers to the appropriate resource. They can also be used for internal purposes, such as onboarding new employees and helping all employees with routine activities including vacation scheduling, training, ordering computers and business supplies, and other self-service activities that don’t require human intervention. Chatbots can be found across any nearly any communication channel, from phone trees to social media to specific apps and websites. Modern chatbots use artificial intelligence (AI) systems that are capable of maintaining a conversation with a user in natural language and simulating the way a human would behave as a conversational partner. They can handle routine queries efficiently and collect feedback from each interaction to help businesses improve their services and products or optimize their websites.