Chatbot / Marketing Terms Chatbot A chatbot is a software application designed to simulate human conversation, typically through a website, mobile app or messaging platform. Chatbots can communicate with users using text or voice, offering automated support, information, or guidance based on pre-set rules or artificial intelligence (AI). They are commonly used in customer service, marketing, e-commerce and nonprofit outreach to provide quick responses, streamline processes and reduce reliance on live agents. There are two main types of chatbots: rule-based and AI-powered. Rule-based chatbots follow a predefined decision tree, offering responses based on specific keywords or options selected by the user. These are best for simple, predictable tasks like answering FAQs or booking appointments. AI-powered chatbots use natural language processing (NLP) and machine learning to understand and respond to more complex or open-ended questions. Tools like ChatGPT, Google Dialogflow and Meta’s Wit.ai enable businesses to create conversational experiences that evolve over time and adapt to user needs. Chatbots improve accessibility, reduce response time and offer 24/7 support. They can qualify leads, recommend products, answer donation-related questions, or guide users through applications and forms. For B2B companies, chatbots can integrate with customer relationship management (CRM) systems to route high-intent users to a sales rep. For nonprofits, chatbots can increase donor engagement, streamline volunteer onboarding and handle high volumes of repetitive inquiries. When designed with empathy, clear copy and fallback options to live support, chatbots enhance the user experience while keeping operations efficient.