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Glossary

Chatbot

What is Chatbot?

A chatbot is a program that receives questions in text or speech and answers them in a dialogue. Simple chatbots follow fixed rules and decision trees, while modern ones use large language models and understand freely worded requests. Typical uses include customer service, internal help desks and appointment requests – for example a website chat that answers questions about delivery times around the clock.

How KI.ordo helps

KI.ordo's website chat embeds your own agent on your website with a single line of code and, when needed, hands the conversation over to your team via a contact form in the chat.

Learn more →: Chatbot

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Topics

  • customer service
  • dialogue system
  • website

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Related terms

Conversational AI

Conversational AI covers technologies that enable computers to hold dialogues in natural language, either in writing via chat or spoken via voice assistants. Modern systems are usually based on large language models that understand requests, take the conversation history into account and formulate suitable replies. Organisations use them in customer service, for booking appointments or for internal help desks. Reliable knowledge, clear limits and a handover to people when the AI cannot help are essential.

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Customer service automation

Customer service automation means having software handle recurring customer enquiries fully or partly – for example through chatbots, suggested replies or pre-sorting tickets. Common questions about opening hours, delivery status or returns can be answered around the clock, while the team gains time for difficult cases. Reliable knowledge sources and an easy hand-over to people are essential.

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Chatbot security audit

A chatbot security audit is a structured review of whether an AI chatbot adequately protects confidential data, its internal instructions and its permissions to act. It examines, among other things, susceptibility to prompt injection, unintended disclosure of information and overly broad access to tools – often following the OWASP Top 10 for LLM Applications. The result is a report with a rating per risk area and concrete measures.

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Large language model (LLM)

A large language model (LLM) is a neural network trained on very large amounts of text, enabling it to understand and generate language. It works by calculating the most likely next token, step by step. LLMs write, summarise, translate, answer questions and generate code; well-known examples include Claude, GPT, Gemini and Llama. Without access to current sources, they only know what was in their training data.

  • Language models
  • Generative AI
  • +1