El chatbot: la inteligencia artificial como la voz de la empresa

Chatbots are already among us. We deal with them frequently when calling a company's customer service, booking a medical appointment online or requesting information on a website. It is a technology that allows organisations to easily respond to many types of common customer queries and problems. Consumers are gradually getting used to dealing with bots and accepting them as a regular channel of communication with companies.

Chatbots bring scalability to the company and the ability to customise its relationship framework and allow it to interact with an unlimited number of customers at once. From the user's point of view, these services are very effective in finding useful information much more quickly and easily than browsing websites or searching large data repositories. On the other hand, they allow individual communications to be automated and personalised using user information by asking questions that help to create a context for the customer.

This paper aims to introduce the reader to the world of chatbots in an informative way without going into excessive technicalities. To do this, we have started with an explanation of the basic technology that allows these types of assistants to work, and then explained their real use in companies and institutions.