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Amazon uses a chatbot for customer service that can perform tasks like checking the status of an order, cancelling orders, offering refunds and connecting the customer with a human representative. [215] Generative AI (GenAI), such as ChatGPT, is increasingly used in business to automate tasks and enhance decision-making. [216]
A chatbot (originally chatterbot) [1] is a software application or web interface designed to have textual or spoken conversations. [2] [3] [4] Modern chatbots are typically online and use generative artificial intelligence systems that are capable of maintaining a conversation with a user in natural language and simulating the way a human would behave as a conversational partner.
A help desk is a department or person that provides assistance and information, usually for electronic or computer problems. [1] In the mid-1990s, research by Iain Middleton of Robert Gordon University [ 2 ] studied the value of an organization's help desks.