Conversational UX
Chatbot
A chatbot is a program that responds to messages in a dialogue format. Classic chatbots follow fixed rules or decision trees, unlike AI agents, which execute processes autonomously.
Also known as: Chat Bot
Chatbot generations
Three generations shape the market:
- Rule-based chatbots: rigid if-then logic, easily overwhelmed
- NLU-based chatbots: detect intents, reply from an FAQ pool
- AI agents: plan flexibly, use RAG and tools, execute processes case-closing
Pure FAQ bots belong to the first generation and hit their limits with complex requests.
What modern solutions deliver
A contemporary AI agent understands context, fetches data from connected systems, and is reachable across chat, messenger, and phone. Handover to a live agent only happens when truly needed.
Chatbot at LoyJoy
The LoyJoy platform starts as a chat widget but runs as an AI agent under the hood, configured no-code and designed for GDPR.