What is a chatbot?

A chatbot is software that answers customer questions automatically through a chat interface — using either fixed decision-tree flows or, increasingly, AI trained on your content. It responds instantly, handles unlimited conversations at once, and runs around the clock, making it a core tool for deflecting repetitive support questions.

Rule-based vs AI chatbots

Rule-based chatbots follow scripted flows and buttons — predictable but limited to what they're programmed for. AI chatbots (AI agents) understand natural language and answer from your knowledge base, handling far more variety. The modern standard is an AI agent that resolves documented questions and hands off to a human when it isn't confident.

Chatbots in support

In support, a chatbot's job is to answer the common, well-documented questions instantly so they never reach an agent, and to escalate the rest cleanly. Done well it improves both speed (instant answers) and cost (deflection); done badly (dead-end scripts) it frustrates. Accuracy and an easy path to a human are what separate the two.

Selvo AI Agent

Answer the repetitive questions automatically

Selvo's AI agent learns your help center and resolves common questions on its own, citing its sources and handing off to a human when it isn't sure — so your team measures higher on the metrics that matter.

See how Selvo AI Agent works

Questions about Chatbot

What's the difference between a chatbot and live chat?

A chatbot answers automatically; live chat connects to a human. Most modern support uses both behind one widget. See live chat vs chatbot.

What's the difference between a chatbot and an AI agent?

"Chatbot" often implies older rule-based flows; an AI agent understands natural language and resolves issues from your knowledge base, handing off when unsure. See AI agent.

Related terms

Live Chat vs Chatbot

Live chat connects a customer to a human agent in real time. A chatbot replies automatically using scripted flows or AI, with no human involved. Live chat is higher quality but limited by staffing and hours; a chatbot is instant and always on but limited to what it's trained for. The best support uses both behind one widget.

AI Agent (Customer Support)

An AI agent in customer support is software that resolves customer questions on its own: it understands natural language, answers from your knowledge base, cites its sources, and hands off to a human when it isn't confident. Where a scripted chatbot can only follow fixed flows, an AI agent resolves documented issues directly.

Live Chat

Live chat is a channel that lets customers message a human support agent in real time through a widget on your website or app. It's fast and personal, ideal for questions that benefit from back-and-forth, and increasingly pairs with an AI agent that handles instant answers and hands off to a person when needed.

Browse the full customer support glossary →