A chatbot is an application that simulates human conversation, either aloud or via text message. Instead of having a conversation with a person, like a sales rep or support agent, a customer can have a conversation with a computer.
Chatbots can reduce the workload of support agents and free them from doing repetitive tasks. Requests like “What is the status of my order” or “please reset my password” can easily be answered/processed by a chatbot without involving a human.
Bots can’t replace humans. But they can complement the support-chat experience, giving customers a friendly greeting and direct ways to get what they need—fast!
Chatbot in Salesforce is named as Einstein Bots.