Chatbots are virtual assistants programmed to simulate human conversation (written or spoken), which interact within websites, apps or instant messengers. They are usually created to work as a kind of customer support, using a two-way automated communication system which guides you towards a possible solution.

According to Gartner, it is expected that by 2020, about 85% of interactions with customers will be made using bots, without the need of a human. In this playbook, we compiled the main advantages of implementing chatbots in your organisation and the different functions where a bot can perform.