What is a chatbot, in plain words
A chatbot is software that talks to people instead of an employee. It takes a message, works out what it is about and responds — with text, buttons, a link or an action such as placing an order.
It lives where your customers already are: Telegram, WhatsApp, a widget on your website, Instagram Direct.
Types of chatbot
| Type | How it works | Best for |
|---|---|---|
| Button flow | menus and predefined branches | price lists, bookings, order status |
| Keyword based | matches known words in a message | frequent, repetitive questions |
| AI powered | understands free text, answers from a knowledge base | real questions in the customer''s own words |
The gap between the last two matters. A keyword bot fails the moment a customer phrases things differently than the developer expected; an AI chatbot works on meaning, not string matching.
What it can do
- Answer questions on price, lead time, availability and terms, around the clock.
- Book appointments and send reminders.
- Capture contacts and push leads into the CRM.
- Report order status and tracking numbers.
- Take payment inside the conversation.
- Hand over to a human when it cannot cope.
What it cannot do
A bot will not replace an expert in a complex sale, will not decide non-standard cases, and will not fix a business whose problem is the product rather than response time. It removes routine — that is all.
FAQ
Is a chatbot the same as AI?
No. Most bots run on scripts with no AI at all. AI is added when free-form language has to be understood.
Do customers hate bots?
They hate two things: a bot that does not understand and offers no way out, and a bot pretending to be human. Both are solved by saying "I am a bot" and keeping a visible button to reach a person.
What does it cost?
From €600 for a button flow to €1,100 with AI — see how much a chatbot costs.
Talk to us about your use case.
Read next
Self-hosted n8n: Docker setup and maintenance
What to prepare before installing, running n8n in Docker with PostgreSQL, HTTPS and webhooks, the encryption key, backups, updates and first-month mistakes.
How to choose an automation contractor
Seven questions to ask before signing, three signs of vendor lock-in, and what a serious proposal actually looks like.
Warehouse and marketplace automation: where to start
Step by step: one source of truth for stock, orders from every channel, shipping and tracking numbers. What takes a week and what needs an accounting system.