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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.


A chatbot is a software application that uses artificial intelligence (AI) to simulate human interaction via digital chat. Chatbots are often installed on company websites or into messaging apps, offering a live chat functionality to customers who are seeking support. Through data and machine learning (ML), this technology answers questions in real time, reducing customer support wait times and resolving issues without voice support.

Chatbots provide 24/7 customer support and can assist in call deflection by providing simple solutions to common troubleshooting issues or questions on the spot. Overall, companies that use chatbots to augment their chat support offerings can expect improved customer satisfaction as part of a multichannel support approach. With a chatbot in place, customers can seek support at their convenience, rather than waiting on hold.

Chatbots allow for greater agent efficiency, offering supplemental support throughout a customer’s journey, and can increase chat sales conversions. Real-time reporting gives your support teams important success metrics, allowing them to forecast volume and make changes based on chatbot interactions.

When coupled with more traditional customer support methods, SYKES’ intelligent chatbot solutions enhance customer experience by reducing wait times and offering relevant information on demand. In addition, SYKES also offers cobot AI solutions, which prompt agents with responses and allow them to handle multiple conversations at once. Our highly scalable automated interactions consistently improve over time, giving your customers the best possible experience with your brand. From initial chatbot implementation to reporting capabilities that ensure ongoing success, SYKES solutions play an essential role in omnichannel support.