Chatbot in the context of Foundation models

Natural language generation (NLG) is a software process that produces natural language output. A widely cited survey of NLG methods describes NLG as "the subfield of artificial intelligence and computational linguistics that is concerned with the construction of computer systems that can produce understandable texts in English or other human languages from some underlying non-linguistic representation of information".

While it is widely agreed that the output of any NLG process is text, there is some disagreement about whether the inputs of an NLG system need to be non-linguistic. Common applications of NLG methods include the production of various reports, for example weather and patient reports; image captions; and chatbots like ChatGPT.

A large language model (LLM) is a language model trained with self-supervised machine learning on a vast amount of text, designed for natural language processing tasks, especially language generation. The largest and most capable LLMs are generative pre-trained transformers (GPTs) and provide the core capabilities of modern chatbots. LLMs can be fine-tuned for specific tasks or guided by prompt engineering. These models acquire predictive power regarding syntax, semantics, and ontologies inherent in human language corpora, but they also inherit inaccuracies and biases present in the data they are trained on.

They consist of billions to trillions of parameters and operate as general-purpose sequence models, generating, summarizing, translating, and reasoning over text. LLMs represent a significant new technology in their ability to generalize across tasks with minimal task-specific supervision, enabling capabilities like conversational agents, code generation, knowledge retrieval, and automated reasoning that previously required bespoke systems.

A virtual assistant (VA) is a software agent that can perform a range of tasks or services for a user based on user input such as commands or questions, including verbal ones. Such technologies often incorporate chatbot capabilities to streamline task execution. The interaction may be via text, graphical interface, or voice – as some virtual assistants are able to interpret human speech and respond via synthesized voices.

In many cases, users can ask their virtual assistants questions, control home automation devices and media playback, and manage other basic tasks such as email, to-do lists, and calendars – all with verbal commands. In recent years, prominent virtual assistants for direct consumer use have included Apple Siri, Amazon Alexa, Google Assistant (Gemini), Microsoft copilot and Samsung Bixby. Also, companies in various industries often incorporate some kind of virtual assistant technology into their customer service or support.

ChatGPT is a generative artificial intelligence chatbot developed by OpenAI, and released in November 2022. It uses a generative pre-trained transformer (GPT), to generate text, speech, and images in response to user prompts. It is credited with accelerating the AI boom, an ongoing period marked by rapid investment and public attention toward the field of artificial intelligence (AI). OpenAI operates the service on a freemium model. Users can interact with ChatGPT through text, audio, and image prompts.

The service gained 100 million users in two months making it the fastest-growing consumer software application in history. ChatGPT's website is among the top 5 most-visited websites globally, It has been lauded for its potential to transform numerous professional fields, and instigated public debate about the nature of creativity and the future of knowledge work.

Customer service is the assistance and advice provided by a company to those who buy or use its products or services, either in person or remotely. Customer service is often practiced in a way that reflects the strategies and values of a firm, and levels vary according to the industry. Good quality customer service is usually measured through customer retention. Successful customer service interactions are dependent on employees "who can adjust themselves to the personality of the customer".

Customer service in some cases is part of the firm's intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization. It is expected that AI-based chatbots will significantly impact customer service and call centre roles and will increase productivity substantially. Many organisations have already adopted AI chatbots to improve their customer service experience.

Microsoft Copilot is a generative artificial intelligence chatbot developed by Microsoft AI, a division of Microsoft. Based on OpenAI's GPT-4 and GPT-5 series of large language models, it was launched in 2023 as Microsoft's main replacement for the discontinued Cortana.

The service was introduced in February 2023 under the name Bing Chat, as a built-in feature for Microsoft Bing and Microsoft Edge. Over the course of 2023, Microsoft began to unify the Copilot branding across its various chatbot products, cementing the "copilot" analogy. At its Build 2023 conference, Microsoft announced its plans to integrate Copilot into Windows 11, allowing users to access it directly through the taskbar. In January 2024, a dedicated Copilot key was announced for Windows keyboards.

Gemini (formerly known as Bard) is a generative artificial intelligence chatbot and virtual assistant developed by Google. Based on the large language model (LLM) of the same name, it was launched on March 21, 2023 in response to the rise of OpenAI's ChatGPT.

Grok is a generative artificial intelligence (generative AI) chatbot developed by xAI. It was launched in November 2023 by Elon Musk as an initiative based on the large language model (LLM) of the same name. Grok has apps for iOS and Android and is integrated with Twitter and Tesla's Optimus robot. The chatbot is named after the verb grok, coined by American author Robert A. Heinlein in his 1961 science fiction novel Stranger in a Strange Land to describe a deeper than human form of understanding.

The bot has generated various controversial responses, including conspiracy theories, Nazism, antisemitism, and praise of Adolf Hitler, as well as referring to Musk's views when asked about controversial topics or difficult decisions. Updates since 2023 have shifted the bot politically rightward to provide conservative responses to user queries.

DeepSeek is a generative artificial intelligence chatbot by the Chinese company DeepSeek. Released on 20 January 2025, DeepSeek-R1 surpassed ChatGPT as the most downloaded freeware app on the iOS App Store in the United States by 27 January. DeepSeek's success against larger and more established rivals has been described as "upending AI" and initiating "a global AI space race". DeepSeek's compliance with Chinese government censorship policies and its data collection practices have also raised concerns over privacy and information control in the model, prompting regulatory scrutiny in multiple countries. However, it has also been praised for its open weights and infrastructure code, energy efficiency and contributions to open-source artificial intelligence.

Messenger (formerly known as Facebook Messenger) is an American proprietary instant messaging service developed by Meta Platforms. Originally developed as Facebook Chat in 2008, the client application of Messenger is currently available on iOS and Android mobile platforms, Windows and macOS desktop platforms, through the Messenger.com web application, and on the standalone Facebook Portal hardware.

Messenger is used to send messages and exchange photos, videos, stickers, audio, and files, and also react to other users' messages and interact with bots. The service also supports voice and video calling. The standalone apps support using multiple accounts, conversations with end-to-end encryption, and playing games.

A virtual assistant (VA) is a software agent that can perform a range of tasks or services for a user based on user input, such as commands or questions, including verbal ones. Such technologies often incorporate chatbot capabilities to streamline task execution. The interaction may be via text, graphical interface, or voice, as some virtual assistants are able to interpret human speech and respond via synthesized voices.

In many cases, users can ask their virtual assistants questions, control home automation devices and media playback, and manage other basic tasks such as email, to-do lists, and calendars – all with verbal commands. In recent years, prominent virtual assistants for direct consumer use have included Apple Siri, Amazon Alexa, Google Assistant (Gemini), Microsoft Copilot and Samsung Bixby. Also, companies in various industries often incorporate some kind of virtual assistant technology into their customer service or support.

A generative pre-trained transformer (GPT) is a type of large language model (LLM) that is widely used in generative AI chatbots. GPTs are based on a deep learning architecture called the transformer. They are pre-trained on large datasets of unlabeled content, and able to generate novel content.

OpenAI was the first to apply generative pre-training to the transformer architecture, introducing the GPT-1 model in 2018. The company has since released many bigger GPT models. The popular chatbot ChatGPT, released in late 2022 (using GPT-3.5), was followed by many competitor chatbots using their own generative pre-trained transformers to generate text, such as Gemini, DeepSeek or Claude.

A dialogue system, or conversational agent (CA), is a computer system intended to converse with a human. Dialogue systems employ one or more of text, speech, graphics, haptics, gestures, and other modes for communication on both the input and output channel.

The elements of a dialogue system are not defined because this idea is under research; however, they are different from chatbots. The typical GUI wizard engages in a sort of dialogue, but it includes very few of the common dialogue system components, and the dialogue state is trivial.

ELIZA is an early natural language processing computer program developed from 1964 to 1967 at MIT by Joseph Weizenbaum. Created to explore communication between humans and machines, ELIZA simulated conversation by using a pattern matching and substitution methodology that gave users an illusion of understanding on the part of the program, but had no representation that could be considered really understanding what was being said by either party. Whereas the ELIZA program itself was written (originally) in MAD-SLIP, the pattern matching directives that contained most of its language capability were provided in separate "scripts", represented in a lisp-like representation. The most famous script, DOCTOR, simulated a psychotherapist of the Rogerian school (in which the therapist often reflects back the patient's words to the patient), and used rules, dictated in the script, to respond with non-directional questions to user inputs. As such, ELIZA was one of the first chatbots (originally "chatterbots") and one of the first programs capable of attempting the Turing test.

Weizenbaum intended the program as a method to explore communication between humans and machines. He was surprised that some people, including his secretary, attributed human-like feelings to the computer program, a phenomenon that came to be called the ELIZA effect. Many academics believed that the program would be able to positively influence the lives of many people, particularly those with psychological issues, and that it could aid doctors working on such patients' treatment. While ELIZA was capable of engaging in discourse, it could not converse with true understanding. However, many early users were convinced of ELIZA's intelligence and understanding, despite Weizenbaum's insistence to the contrary.

Gemini is a family of multimodal large language models (LLMs) developed by Google DeepMind, and the successor to LaMDA and PaLM 2. Comprising Gemini Pro, Gemini Deep Think, Gemini Flash, and Gemini Flash Lite, it was announced on December 6, 2023. It powers the chatbot of the same name.

A call centre (Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres' telephony based capabilities, administering centralised handling of individual communications including letters, faxes, live support software, social media, instant message, and email.

A call centre was previously seen as an open workspace for call centre agents, with workstations that included a computer and display for each agent and were connected to an inbound/outbound call management system, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputer, servers and LANs. It is expected that artificial intelligence-based chatbots will significantly impact call centre jobs and will increase productivity substantially. Many organisations have already adopted AI-based chatbots to improve their customer service experience.