AI Chatbot
An automated conversational agent that handles customer inquiries via text or messaging channels without human intervention.
An AI chatbot is software that simulates conversation with customers through text-based channels — website live chat, SMS, WhatsApp, Facebook Messenger, or Instagram DM. Modern chatbots use Natural Language Processing (NLP) and machine learning to understand customer intent, respond contextually, and escalate to a human agent when the conversation exceeds their capabilities.
For businesses, chatbots provide instant 24/7 responses to common inquiries — hours of operation, pricing questions, appointment booking, order status, FAQs — without consuming agent time. They capture lead information outside business hours, triage incoming requests before routing to the right department, and handle the repetitive questions that dominate support queues.
Zonitel's omnichannel platform supports AI chatbot integration across all messaging channels. Chatbot conversations appear in the same unified inbox as human-handled conversations, with a clear handoff when escalation is needed. Agents can review the full chatbot transcript before taking over, so customers never need to repeat themselves. Chatbot flows are configurable through a visual builder without coding.