**Description:** A support bot is a type of chatbot specifically designed to assist users with customer service inquiries. These bots utilize artificial intelligence and natural language processing to effectively interact with users, providing quick and accurate answers to frequently asked questions, resolving common issues, and guiding users through specific processes. Support bots can operate on various platforms, such as websites, mobile applications, and social media, allowing them to be available 24/7. Their ability to learn from past interactions enables them to continuously improve their responses and adapt to users’ changing needs. Additionally, by automating repetitive tasks, support bots free human agents to focus on more complex inquiries, thereby enhancing customer service efficiency. In a world where immediacy is key, these bots have become an essential tool for companies looking to provide agile and effective customer service.
**History:** Chatbots have their roots in the 1960s, with the development of ELIZA, a program created by Joseph Weizenbaum in 1966 that simulated a conversation with a therapist. Over the decades, technology has evolved, and in the 1990s, chatbots began to be used in commercial applications. However, it was in the last decade, with advancements in artificial intelligence and natural language processing, that support bots became popular, allowing for more natural and effective interactions.
**Uses:** Support bots are primarily used in customer service to answer frequently asked questions, resolve technical issues, guide users through purchasing processes, and provide information about products and services. They are also employed in collecting customer data and managing complaints, enhancing user experience and optimizing operational efficiency.
**Examples:** An example of a support bot is Zendesk’s virtual assistant, which helps users find answers in the company’s knowledge base. Another example is the Facebook Messenger chatbot used by many businesses to interact with customers and resolve inquiries in real-time.
