AI chatbot
An AI chatbot is a conversational interface, usually web or mobile chat, that uses AI to interact with users in natural language.
An AI chatbot is a conversational interface, typically web chat, mobile chat, or messaging-platform embed, that uses AI to interact with users in natural language. The 2025-2026 generation of AI chatbots are typically LLM-grounded with RAG, distinct from the rule-based chatbots of the 2018-2022 era.
In context
The category split: traditional chatbots follow scripted decision trees; modern AI chatbots use LLMs to reason about open-ended requests. The behavioral difference is significant, modern AI chatbots handle questions the script-based generation could not.
Most modern AI chatbots overlap with AI agents in capability: they can retrieve from a KB, take limited actions, and escalate to humans. The terminological line is blurring, some vendors call the same product a "chatbot," others an "AI agent," others a "copilot."
In customer service deployments, AI chatbots are the customer-facing tip of a broader AI stack. The chatbot is what the customer interacts with; the work happens in the retrieval, reasoning, action, and escalation layers behind it.
How Auralis uses AI chatbot
Auralis Answer is the customer-facing chat surface. It runs the same AI-agent layer that powers Autopilot for tickets, with confidence-based escalation and the Knowledge Center as the system of record. The chatbot is the surface; the engineering happens behind it.