IT Glossary
What is a chatbot?
A program that converses with your customers — on your website, WhatsApp or Messenger — replying instantly, at any hour.
Half of what customers ask any business repeats itself: opening hours, prices, delivery times, “is it in stock?”. A chatbot is the employee who answers those instantly, day and night, on the website, WhatsApp or Messenger — and the current generation, built on language models, genuinely understands questions phrased freely instead of matching preset keywords. Implemented well on your own content — catalogues, policies, frequently asked questions — it absorbs the bulk of repetitive conversations, qualifies inquiries (“for which date, how many people?”) and hands the complicated ones to a human with the transcript attached. That handover is also the line between the chatbot-as-tool and the chatbot-as-irritant: a good one knows its limits, escalates gracefully to a person and never invents answers; a bad one traps the customer in loops of “I didn't get that”. The golden rule of implementation: start from the real conversations your company already has, not from what looks impressive in a demo.
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Why it matters for your business
Answers at three in the morning
The customer comparing offers late at night gets a reply on the spot — not your next-day email, sent after they've signed elsewhere.
The team sheds the repetitive questions
Hours, prices and order status come from the bot; your people keep the conversations that actually bring money.
Every chat, a qualified opportunity
The bot collects the need, contact details and urgency in structured form — sales receives pre-sorted leads with history attached.
Frequently asked questions
How much does a chatbot cost?
Ready-made platforms begin around 20-30 euros a month; an AI chatbot trained on your content and integrated with the website and WhatsApp is typically built from one to two thousand euros upward, plus a monthly running fee. The price climbs with integrations — orders, bookings, CRM.
Can a chatbot invent answers that embarrass us?
Language models can hallucinate — which is why a professional implementation restricts the bot to the company knowledge base, teaches it to say “I don't know, let me connect you with a colleague” and records conversations for review. Ask your provider for those guarantees explicitly.
Don't customers hate chatbots?
They hate bad chatbots — the ones that neither understand nor let them reach a person. The data says instant response beats waiting: a bot that resolves in thirty seconds is preferred to an email answered tomorrow. Easy escalation to a human stays mandatory.
Can one chatbot serve several channels at once?
Yes. The knowledge base and the logic are built once, then exposed through the website widget, WhatsApp Business, Messenger and, where it matters, inside your own application. What changes per channel is the formatting and the route to a human colleague, not the answers themselves.
Let’s talk about your project
Message us on WhatsApp or send an email — you talk directly to a developer.
office@northdan.com · +40 752 070 247