Abstract:

The paper is a descriptive study based exclusively on an online screening on the concept of chatbots with an emphasis on the current level of their use in Romania. The aim of the paper is to raise awareness about chatbots and their potential in facilitating the exchange of information in the communication process, since both the receiver and the sender can be bots. The paper explains what a chatbot is and their architecture. It continues with the global ecosystem of chatbots and their benefits to both customers and organizations. Further, an overview of the chatbots use in Romania is presented and supported with examples. The paper ends with a few remarks and expectations of usage trends of chatbots.