Chatbots are software or computer programs that mimic human conversation through text or voice interactions. Increasingly, users in both business-to-consumer (B2C) and business-to-business (B2B) environments use AI chatbots to automate common, repetitive processes in customer service, sales, training and employee education. Powered by automated rules, AI, natural-language processing (NLP), and machine learning (ML), chatbots can quickly process information and deliver responses to various types of requests.