Editing Chatbot (section)

== Application ==
{{Update section|date=December 2024}}{{See also|Virtual assistant}}

=== Messaging apps ===
Many companies' chatbots run on [[messaging apps]] or simply via [[SMS]]. They are used for [[B2C]] customer service, sales and marketing.<ref>{{cite news|last1=Beaver|first1=Laurie|title=The Chatbots Explainer|newspaper=Business Insider |date=July 2016|publisher=BI Intelligence|url=https://www.businessinsider.com/chatbots-explained-why-businesses-should-be-paying-attention-to-the-chatbot-revolution-2016-7?IR=T|access-date=4 November 2019|archive-date=3 May 2019|archive-url=https://web.archive.org/web/20190503111645/https://www.businessinsider.com/chatbots-explained-why-businesses-should-be-paying-attention-to-the-chatbot-revolution-2016-7?IR=T|url-status=live}}</ref>

In 2016, Facebook Messenger allowed developers to place chatbots on their platform. There were 30,000 bots created for Messenger in the first six months, rising to 100,000 by September 2017.<ref>{{Cite web|url=https://venturebeat.com/2017/04/18/facebook-messenger-hits-100000-bots/|title=Facebook Messenger Hits 100,000 bots|access-date=22 September 2017|date=18 April 2017|archive-date=22 September 2017|archive-url=https://web.archive.org/web/20170922195723/https://venturebeat.com/2017/04/18/facebook-messenger-hits-100000-bots/|url-status=live}}</ref>

Since September 2017, this has also been as part of a pilot program on WhatsApp. Airlines [[KLM]] and [[Aeroméxico]] both announced their participation in the testing;<ref>{{Cite web|url=https://www.phocuswire.com/KLM-claims-airline-first-with-WhatsApp-Business-Platform|title=KLM claims airline first with WhatsApp Business Platform|website=www.phocuswire.com|access-date=12 December 2021|archive-date=5 February 2020|archive-url=https://web.archive.org/web/20200205211831/https://www.phocuswire.com/KLM-claims-airline-first-with-WhatsApp-Business-Platform|url-status=live}}</ref><ref>{{cite web|url=https://www.forbes.com.mx/aeromexico-te-respondera-por-whatsapp-durante-2018/|title=Aeroméxico te atenderá por WhatsApp durante 2018|author=Forbes Staff|date=26 October 2017|access-date=2 July 2018|archive-date=2 July 2018|archive-url=https://web.archive.org/web/20180702180522/https://www.forbes.com.mx/aeromexico-te-respondera-por-whatsapp-durante-2018/|url-status=live}}</ref><ref>{{cite news|url=https://www.huffingtonpost.com.mx/2017/10/27/podras-hacer-check-in-y-consultar-tu-vuelo-con-aeromexico-a-traves-de-whatsapp_a_23258181/|title=Podrás hacer 'check in' y consultar tu vuelo con Aeroméxico a través de WhatsApp|date=27 October 2017|access-date=2 July 2018|newspaper=Huffington Post|archive-url=https://web.archive.org/web/20180310135702/https://www.huffingtonpost.com.mx/2017/10/27/podras-hacer-check-in-y-consultar-tu-vuelo-con-aeromexico-a-traves-de-whatsapp_a_23258181/|archive-date=10 March 2018|url-status=dead}}</ref><ref>{{cite web|url=https://blog.whatsapp.com/10000633/Building-for-People-and-Now-Businesses|title=Building for People, and Now Businesses|website=WhatsApp.com|access-date=2 July 2018|archive-date=9 February 2018|archive-url=https://web.archive.org/web/20180209031529/https://blog.whatsapp.com/10000633/Building-for-People-and-Now-Businesses|url-status=live}}</ref> both airlines had previously launched customer services on the Facebook Messenger platform.

The bots usually appear as one of the user's contacts, but can sometimes act as participants in a [[Chat room|group chat]].

Many banks, insurers, media companies, e-commerce companies, airlines, hotel chains, retailers, health care providers, government entities, and restaurant chains have used chatbots to [[question answering|answer simple questions]], increase [[customer engagement]],<ref>{{cite web|title=She is the company's most effective employee|work=Nordea News|url=https://nordeanews-no.translate.goog/2017/09/hun-er-bankens-mest-effektive-medarbeider/?_x_tr_sl=no&_x_tr_tl=en&_x_tr_hl=no|date=September 2017|access-date=23 March 2023|archive-date=23 March 2023|archive-url=https://web.archive.org/web/20230323165008/https://www-nordea-com.translate.goog/no?_x_tr_sl=no&_x_tr_tl=en&_x_tr_hl=no|url-status=live}}</ref> for promotion, and to offer additional ways to order from them.<ref>{{cite web|title=Better believe the bot boom is blowing up big for B2B, B2C businesses|url=https://venturebeat.com/2016/07/24/better-believe-the-bot-boom-is-blowing-up-big-for-b2b-b2c-businesses-vb-live/|website=VentureBeat|date=24 July 2016|access-date=30 August 2017|archive-date=3 August 2017|archive-url=https://web.archive.org/web/20170803182306/https://venturebeat.com/2016/07/24/better-believe-the-bot-boom-is-blowing-up-big-for-b2b-b2c-businesses-vb-live/|url-status=live}}</ref> Chatbots are also used in [[market research]] to collect short survey responses.<ref>{{Cite book |last=Dandapani |first=Arundati |url=https://www.rti.org/rti-press-publication/language-survey-research |title=The Essential Role of Language in Survey Research |date=30 April 2020 |publisher=RTI Press |isbn=978-1-934831-24-3 |editor-last=Sha |editor-first=Mandy |pages=221–230 |chapter=Redesigning Conversations with Artificial Intelligence (Chapter 11) |doi=10.3768/rtipress.bk.0023.2004 |doi-access=free}}</ref>

A 2017 study showed 4% of companies used chatbots.<ref>{{cite web|url=https://www.pm360online.com/the-ai-revolution-is-underway/|title=The AI Revolution is Underway! |website=www.PM360online.com|date=18 October 2017|author=Capan, Faruk|access-date=7 March 2018|archive-date=8 March 2018|archive-url=https://web.archive.org/web/20180308043007/https://www.pm360online.com/the-ai-revolution-is-underway/|url-status=live}}</ref> In a 2016 study, 80% of businesses said they intended to have one by 2020.<ref>{{cite web|url=http://www.businessinsider.com/80-of-businesses-want-chatbots-by-2020-2016-12|title=80% of businesses want chatbots by 2020|website=[[Business Insider]]|date=15 December 2016|access-date=7 March 2018|archive-date=8 March 2018|archive-url=https://web.archive.org/web/20180308042224/http://www.businessinsider.com/80-of-businesses-want-chatbots-by-2020-2016-12|url-status=live}}</ref>

==== As part of company apps and websites ====

Previous generations of chatbots were present on company websites, e.g. Ask Jenn from [[Alaska Airlines]] which debuted in 2008<ref name="nytimes.com">{{cite web|url=https://www.nytimes.com/2008/03/04/business/04road.html|title=A Virtual Travel Agent With All the Answers|date=4 March 2008|website=The New York Times|access-date=3 August 2017|archive-date=15 June 2017|archive-url=https://web.archive.org/web/20170615183749/http://www.nytimes.com/2008/03/04/business/04road.html|url-status=live}}</ref> or [[Expedia]]'s virtual customer service agent which launched in 2011.<ref name="nytimes.com" /><ref>{{cite web|url=http://www.hypergridbusiness.com/2011/10/chatbot-vendor-directory-released/|title=Chatbot vendor directory released|date=October 2011|website=www.hypergridbusiness.com|access-date=23 April 2017|archive-date=23 April 2017|archive-url=https://web.archive.org/web/20170423153332/http://www.hypergridbusiness.com/2011/10/chatbot-vendor-directory-released/|url-status=live}}</ref> The newer generation of chatbots includes [[IBM Watson]]-powered "Rocky", introduced in February 2017 by the New York City-based [[e-commerce]] company Rare Carat to provide information to prospective diamond buyers.<ref>{{cite news |title=Rare Carat's Watson-powered chatbot will help you put a diamond ring on it |date=15 February 2017 |url=https://techcrunch.com/2017/02/15/rare-carats-watson-powered-chat-bot-will-help-you-put-a-diamond-ring-on-it/ |agency=TechCrunch |access-date=22 August 2017 |archive-date=22 August 2017 |archive-url=https://web.archive.org/web/20170822133420/https://techcrunch.com/2017/02/15/rare-carats-watson-powered-chat-bot-will-help-you-put-a-diamond-ring-on-it/ |url-status=live }}</ref><ref>{{cite news |date=10 March 2017 |title=10 ways you may have already used IBM Watson |url=https://venturebeat.com/2017/03/10/10-ways-you-may-have-already-used-ibm-watson/ |agency=VentureBeat |access-date=22 August 2017 |archive-date=22 August 2017 |archive-url=https://web.archive.org/web/20170822101320/https://venturebeat.com/2017/03/10/10-ways-you-may-have-already-used-ibm-watson/ |url-status=live }}</ref>

==== Chatbot sequences ====
Used by marketers to script sequences of messages, very similar to an [[autoresponder]] sequence. Such sequences can be triggered by user opt-in or the use of keywords within user interactions. After a trigger occurs a sequence of messages is delivered until the next anticipated user response. Each user response is used in the decision tree to help the chatbot navigate the response sequences to deliver the correct response message.

=== Company internal platforms ===
Companies have used chatbots for customer support, human resources, or in [[Internet of Things|Internet-of-Things]] (IoT) projects. [[Overstock.com]], for one, has reportedly launched a chatbot named Mila to attempt to automate certain processes when customer service employees request sick leave.<ref>{{cite news|last1=Greenfield|first1=Rebecca|title=Chatbots Are Your Newest, Dumbest Co-Workers|url=https://www.bloomberg.com/news/articles/2016-05-05/chatbots-are-your-newest-dumbest-co-workers|newspaper=Bloomberg.com|date=5 May 2016|access-date=6 March 2017|archive-date=6 April 2017|archive-url=https://web.archive.org/web/20170406040807/https://www.bloomberg.com/news/articles/2016-05-05/chatbots-are-your-newest-dumbest-co-workers|url-status=live}}</ref> Other large companies such as [[Lloyds Banking Group]], [[Royal Bank of Scotland]], [[Renault]] and [[Citroën]] are now using chatbots instead of [[call centres]] with humans to provide a first point of contact.{{citation needed|date=December 2024}} In large companies, like in hospitals and aviation organizations, chatbots are also used to share information within organizations, and to assist and replace service desks.{{citation needed|date=December 2024}}

=== Customer service ===
Chatbots have been proposed as a replacement for [[customer service]] departments.<ref>{{Cite book |last1=Følstad |first1=Asbjørn |last2=Nordheim |first2=Cecilie Bertinussen |last3=Bjørkli |first3=Cato Alexander |chapter=What Makes Users Trust a Chatbot for Customer Service? An Exploratory Interview Study |series=Lecture Notes in Computer Science |date=2018 |volume=11193 |editor-last=Bodrunova |editor-first=Svetlana S. |title=Internet Science |chapter-url=https://link.springer.com/chapter/10.1007/978-3-030-01437-7_16 |language=en |location=Cham |publisher=Springer International Publishing |pages=194–208 |doi=10.1007/978-3-030-01437-7_16 |isbn=978-3-030-01437-7|hdl=11250/2571164 |hdl-access=free }}</ref>

[[Deep learning]] techniques can be incorporated into chatbot applications to allow them to map conversations between users and customer service agents, especially in social media.<ref name="Xu-2017">{{Cite book |last1=Xu |first1=Anbang |last2=Liu |first2=Zhe |last3=Guo |first3=Yufan |last4=Sinha |first4=Vibha |last5=Akkiraju |first5=Rama |chapter=A New Chatbot for Customer Service on Social Media |date=2017-05-02 |title=Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems |chapter-url=https://doi.org/10.1145/3025453.3025496 |series=CHI '17 |location=New York, NY, USA |publisher=Association for Computing Machinery |pages=3506–3510 |doi=10.1145/3025453.3025496 |isbn=978-1-4503-4655-9}}</ref>

In 2019, [[Gartner]] predicted that by 2021, 15% of all customer service interactions globally will be handled completely by AI.<ref>{{Cite web|url=https://www.gartner.com/smarterwithgartner/27297-2/|archive-url=https://web.archive.org/web/20191211081442/https://www.gartner.com/smarterwithgartner/27297-2/|url-status=dead|archive-date=11 December 2019|title=How to Manage Customer Service Technology Innovation|website=www.gartner.com|access-date=2 January 2020}}</ref>  A study by [[Juniper Research]] in 2019 estimates retail sales resulting from chatbot-based interactions will reach $112 billion by 2023.<ref>{{Cite web|url=https://www.juniperresearch.com/press/press-releases/chatbot-interactions-retail-reach-22-billion-2023|title=Chatbot Interactions to Reach 22 Billion by 2023, as AS AI Offers Compelling New Engagement Solutions |publisher=Juniper Research|author=Smith, Sam|date=8 May 2019|access-date=2 January 2020|archive-date=2 January 2020|archive-url=https://web.archive.org/web/20200102180434/https://www.juniperresearch.com/press/press-releases/chatbot-interactions-retail-reach-22-billion-2023|url-status=live}}</ref>

In 2016, Russia-based Tochka Bank launched a chatbot on [[Facebook]] for a range of financial services, including a possibility of making payments.<ref>{{cite news|url=https://www.vedomosti.ru/technology/articles/2016/07/13/649035-rossiiskii-bank-zapustil-chatbota-v-facebook|title=Российский банк запустил чат-бота в Facebook|date=13 July 2016|work=Vedomosti.ru|access-date=1 April 2019|archive-date=1 April 2019|archive-url=https://web.archive.org/web/20190401194126/https://www.vedomosti.ru/technology/articles/2016/07/13/649035-rossiiskii-bank-zapustil-chatbota-v-facebook|url-status=live}}</ref> In July 2016, [[ABSA Group Limited|Barclays Africa]] also launched a Facebook chatbot.<ref>{{cite web|url=https://www.fin24.com/Tech/Companies/absa-launches-world-first-facebook-messenger-banking-20160719|title=Absa launches 'world-first' Facebook Messenger banking|date=19 July 2016|access-date=1 April 2019|archive-date=1 April 2019|archive-url=https://web.archive.org/web/20190401192552/https://www.fin24.com/Tech/Companies/absa-launches-world-first-facebook-messenger-banking-20160719|url-status=live}}</ref>

In 2023, US-based [[National Eating Disorders Association]] replaced its human [[helpline]] staff with a chatbot but had to take it offline after users reported receiving harmful advice from it.<ref>{{Cite web |last=Crimmins |first=Tricia |date=2023-05-30 |title='This robot causes harm': National Eating Disorders Association's new chatbot advises people with disordering eating to lose weight |url=https://www.dailydot.com/irl/neda-chatbot-weight-loss/ |access-date=2023-06-02 |website=The Daily Dot |language=en-US}}</ref><ref>{{Cite web |last=Knight |first=Taylor |date=May 31, 2023 |title=Eating disorder helpline fires AI for harmful advice after sacking humans |url=https://nypost.com/2023/05/31/eating-disorder-helpline-fires-ai-for-harmful-advice-after-sacking-humans/}}</ref><ref>{{Cite news |last=Aratani |first=Lauren |date=2023-05-31 |title=US eating disorder helpline takes down AI chatbot over harmful advice |url=https://www.theguardian.com/technology/2023/may/31/eating-disorder-hotline-union-ai-chatbot-harm |access-date=2023-06-01 |work=The Guardian |language=en-GB |issn=0261-3077}}</ref>

=== Healthcare ===
{{See also|Artificial intelligence in healthcare}}Chatbots are also appearing in the healthcare industry.<ref>{{Cite web |last=Larson |first=Selena |date=11 October 2016 |title=Baidu is bringing AI chatbots to healthcare |url=https://money.cnn.com/2016/10/11/technology/baidu-doctor-ai-melody/index.html |url-status=live |archive-url=https://web.archive.org/web/20200103124942/https://money.cnn.com/2016/10/11/technology/baidu-doctor-ai-melody/index.html |archive-date=3 January 2020 |access-date=3 January 2020 |work=[[CNN Money]]}}</ref><ref>{{Cite news |title=AI chatbots have a future in healthcare, with caveats |url=https://www.aiin.healthcare/topics/robotics/ai-chatbots-have-future-healthcare-caveats |url-status=live |archive-url=https://web.archive.org/web/20230323165017/https://healthexec.com/topics/artificial-intelligence/ai-chatbots-have-future-healthcare-caveats |archive-date=23 March 2023 |access-date=17 September 2019 |website=AI in Healthcare}}</ref> A study suggested that physicians in the United States believed that chatbots would be most beneficial for scheduling doctor appointments, locating health clinics, or providing medication information.<ref>{{Cite journal |last1=Palanica |first1=Adam |last2=Flaschner |first2=Peter |last3=Thommandram |first3=Anirudh |last4=Li |first4=Michael |last5=Fossat |first5=Yan |date=3 January 2019 |title=Physicians' Perceptions of Chatbots in Health Care: Cross-Sectional Web-Based Survey |journal=Journal of Medical Internet Research |volume=21 |issue=4 |pages=e12887 |doi=10.2196/12887 |pmc=6473203 |pmid=30950796 |doi-access=free}}</ref>

[[ChatGPT]] is able to answer user queries related to health promotion and disease prevention such as screening and [[vaccination]].<ref name="Biswas-20233">{{Cite journal |last=Biswas |first=Som S. |date=2023-05-01 |title=Role of Chat GPT in Public Health |url=https://doi.org/10.1007/s10439-023-03172-7 |journal=Annals of Biomedical Engineering |language=en |volume=51 |issue=5 |pages=868–869 |doi=10.1007/s10439-023-03172-7 |issn=1573-9686 |pmid=36920578|url-access=subscription }}</ref> [[WhatsApp]] has teamed up with the [[World Health Organization]] (WHO) to make a chatbot service that answers users' questions on [[Coronavirus disease 2019|COVID-19]].<ref>{{Cite web |last=Ahaskar |first=Abhijit |date=27 March 2020 |title=How WhatsApp chatbots are helping in the fight against Covid-19 |url=https://www.livemint.com/technology/tech-news/how-whatsapp-chatbots-are-helping-in-the-fight-against-covid-19-11585310168911.html |url-status=live |archive-url=https://web.archive.org/web/20200723154947/https://www.livemint.com/technology/tech-news/how-whatsapp-chatbots-are-helping-in-the-fight-against-covid-19-11585310168911.html |archive-date=23 July 2020 |access-date=23 July 2020 |website=[[Mint (newspaper)|Mint]]}}</ref>

In 2020, the [[Government of India]] launched a chatbot called MyGov Corona Helpdesk,<ref>{{Cite web |date=April 2020 |title=India's Coronavirus Chatbot on WhatsApp Crosses 1.7 Crore Users in 10 Days |url=https://gadgets.ndtv.com/apps/news/coronavirus-mygov-corona-helpdesk-chatbot-whatsapp-indian-government-total-users-haptik-2204458 |url-status=live |archive-url=https://web.archive.org/web/20200621183924/https://gadgets.ndtv.com/apps/news/coronavirus-mygov-corona-helpdesk-chatbot-whatsapp-indian-government-total-users-haptik-2204458 |archive-date=21 June 2020 |access-date=23 July 2020 |website=NDTV Gadgets 360}}</ref> that worked through WhatsApp and helped people access information about the Coronavirus (COVID-19) pandemic.<ref>{{Cite web |last=Kurup |first=Rajesh |date=21 March 2020 |title=COVID-19: Govt of India launches a WhatsApp chatbot |url=https://www.thehindubusinessline.com/info-tech/covid-19-india-launches-a-whatsapp-chatbot/article31127438.ece |url-status=live |archive-url=https://web.archive.org/web/20200723224134/https://www.thehindubusinessline.com/info-tech/covid-19-india-launches-a-whatsapp-chatbot/article31127438.ece |archive-date=23 July 2020 |access-date=23 July 2020 |website=[[Business Line]]}}</ref><ref>{{Cite web |date=7 April 2020 |title=In focus: Mumbai-based Haptik which developed India's official WhatsApp chatbot for Covid-19 |url=https://tech.hindustantimes.com/tech/news/in-focus-mumbai-based-haptik-which-developed-india-s-official-whatsapp-chatbot-for-covid-19-story-SkSTENvrXVmvfM9YWEKXBP.html |url-status=live |archive-url=https://web.archive.org/web/20200723162256/https://tech.hindustantimes.com/tech/news/in-focus-mumbai-based-haptik-which-developed-india-s-official-whatsapp-chatbot-for-covid-19-story-SkSTENvrXVmvfM9YWEKXBP.html |archive-date=23 July 2020 |access-date=23 July 2020 |website=[[Hindustan Times]]}}</ref>

Certain patient groups are still reluctant to use chatbots. A mixed-methods 2019 study showed that people are still hesitant to use chatbots for their healthcare due to poor understanding of the technological complexity, the lack of empathy, and concerns about cyber-security. The analysis showed that while 6% had heard of a health chatbot and 3% had experience of using it, 67% perceived themselves as likely to use one within 12 months. The majority of participants would use a health chatbot for seeking general health information (78%), booking a medical appointment (78%), and looking for local health services (80%). However, a health chatbot was perceived as less suitable for seeking results of medical tests and seeking specialist advice such as sexual health.<ref name=":02">{{Cite journal |last1=Nadarzynski |first1=Tom |last2=Miles |first2=Oliver |last3=Cowie |first3=Aimee |last4=Ridge |first4=Damien |date=1 January 2019 |title=Acceptability of artificial intelligence (AI)-led chatbot services in healthcare: A mixed-methods study |journal=Digital Health |volume=5 |pages=2055207619871808 |doi=10.1177/2055207619871808 |pmc=6704417 |pmid=31467682}}</ref>

The analysis of attitudinal variables showed that most participants reported their preference for discussing their health with doctors (73%) and having access to reliable and accurate health information (93%). While 80% were curious about new technologies that could improve their health, 66% reported only seeking a doctor when experiencing a health problem and 65% thought that a chatbot was a good idea. 30% reported dislike about talking to computers, 41% felt it would be strange to discuss health matters with a chatbot and about half were unsure if they could trust the advice given by a chatbot. Therefore, perceived trustworthiness, individual attitudes towards bots, and dislike for talking to computers are the main barriers to health chatbots.<ref name=":02" /><ref name="Biswas-20233" />

=== Politics ===
{{See also|Government by algorithm#AI politicians}}

In New Zealand, the chatbot SAM – short for [[Semantic analysis (machine learning)|Semantic Analysis Machine]]<ref>{{Cite web|url=https://tuiainnovation.com/sam%2c-the-virtual-politician|title=Sam, the virtual politician|website=Tuia Innovation|access-date=9 September 2019|archive-date=1 September 2019|archive-url=https://web.archive.org/web/20190901151417/https://tuiainnovation.com/sam%2c-the-virtual-politician|url-status=live}}</ref> – has been developed by Nick Gerritsen of Touchtech.<ref>{{Cite web|url=https://www.wgtn.ac.nz/news/2017/12/meet-the-worlds-first-virtual-politician|title=Meet the world's first virtual politician|first=Victoria University of|last=Wellington|date=15 December 2017|website=Victoria University of Wellington|access-date=3 January 2020|archive-date=3 January 2020|archive-url=https://web.archive.org/web/20200103124942/https://www.wgtn.ac.nz/news/2017/12/meet-the-worlds-first-virtual-politician|url-status=live}}</ref> It is designed to share its political thoughts, for example on topics such as climate change, healthcare and education, etc. It talks to people through Facebook Messenger.<ref>{{Cite web|url=https://www.cnn.com/2017/11/23/tech/first-virtual-politician-trnd/index.html|title=This virtual politician wants to run for office|first=Meg|last=Wagner|website=CNN|date=23 November 2017|access-date=9 September 2019|archive-date=1 September 2019|archive-url=https://web.archive.org/web/20190901151408/https://www.cnn.com/2017/11/23/tech/first-virtual-politician-trnd/index.html|url-status=live}}</ref><ref>{{Cite web|url=https://www.engadget.com/2017/11/25/talk-with-the-first-ever-robot-politician-on-facebook-messenger/|title=Talk with the first-ever robot politician on Facebook Messenger|date=25 November 2017|website=Engadget|access-date=9 September 2019|archive-date=4 August 2019|archive-url=https://web.archive.org/web/20190804024102/http://www.engadget.com/2017/11/25/talk-with-the-first-ever-robot-politician-on-facebook-messenger/|url-status=live}}</ref><ref>{{Cite web|url=https://medium.com/politics-ai/ai-politicians-a-revolution-in-politics-11a7e4ce90b0|title=AI-Politicians: A Revolution In Politics|first=Abishur|last=Prakash|date=8 August 2018|website=Medium|access-date=1 September 2019|archive-date=10 August 2019|archive-url=https://web.archive.org/web/20190810020417/https://medium.com/politics-ai/ai-politicians-a-revolution-in-politics-11a7e4ce90b0|url-status=live}}</ref><ref>{{Cite web |url=https://www.politiciansam.nz/ |title=SAM website |access-date=23 May 2021 |archive-date=11 May 2021 |archive-url=https://web.archive.org/web/20210511215358/http://politiciansam.nz/ |url-status=live }}</ref>

In 2022, the chatbot "Leader Lars" or "Leder Lars" was nominated for [[The Synthetic Party]] to run in the [[Danish Realm|Danish]] parliamentary election,<ref>{{cite news |last=Sternberg |first=Sarah |date=20 June 2022 |title=Danskere vil ind på den politiske scene med kunstig intelligens |trans-title=Danes want to enter the political scene with artificial intelligence |newspaper=[[Jyllands-Posten]] |url=https://jyllands-posten.dk/kultur/ECE14145385/danskere-vil-ind-paa-den-politiske-scene-med-kunstig-intelligens/ |accessdate=20 June 2022 |archive-date=20 June 2022 |archive-url=https://web.archive.org/web/20220620113705/https://jyllands-posten.dk/kultur/ECE14145385/danskere-vil-ind-paa-den-politiske-scene-med-kunstig-intelligens/ |url-status=live }}</ref> and was built by the artist collective Computer Lars.<ref>{{cite news |last=Diwakar |first=Amar |date=22 August 2022 |title=Can an AI-led Danish party usher in an age of algorithmic politics? |trans-title= |newspaper=[[TRT World]] |url=https://www.trtworld.com/magazine/can-an-ai-led-danish-party-usher-in-an-age-of-algorithmic-politics-60008 |accessdate=22 August 2022 |archive-date=22 August 2022 |archive-url=https://web.archive.org/web/20220822173530/https://www.trtworld.com/magazine/can-an-ai-led-danish-party-usher-in-an-age-of-algorithmic-politics-60008 |url-status=live }}</ref> Leader Lars differed from earlier virtual politicians by leading a [[political party]] and by not pretending to be an objective candidate.<ref>{{cite news |last=Xiang |first=Chloe |date=13 October 2022 |title=This Danish Political Party Is Led by an AI |trans-title= |newspaper=[[Vice (magazine)|Vice: Motherboard]] |url=https://www.vice.com/en/article/this-danish-political-party-is-led-by-an-ai/ |access-date=13 October 2022 |archive-date=13 October 2022 |archive-url=https://web.archive.org/web/20221013143116/https://www.vice.com/en/article/jgpb3p/this-danish-political-party-is-led-by-an-ai |url-status=live }}</ref> This chatbot engaged in critical discussions on politics with users from around the world.<ref>{{cite web |last=Hearing |first=Alice |date=14 October 2022 |title=A.I. chatbot is leading a Danish political party and setting its policies. Now users are grilling it for its stance on political landmines |url=https://fortune.com/2022/10/14/ai-chatbot-leader-lars-the-synthetic-party-discord-russia-ukraine-crimea-policy/ |work=Fortune |publisher= |access-date=8 December 2022 |archive-date=22 December 2022 |archive-url=https://web.archive.org/web/20221222013913/https://fortune.com/2022/10/14/ai-chatbot-leader-lars-the-synthetic-party-discord-russia-ukraine-crimea-policy/ |url-status=live }}</ref>

In [[India]], the state government has launched a chatbot for its Aaple Sarkar platform,<ref>{{Cite web|title=Maharashtra government launches Aaple Sarkar chatbot to provide info on 1,400 public services|url=https://www.cnbctv18.com/technology/maharashtra-government-launches-aaple-sarkar-chatbot-to-provide-info-on-1400-public-services-2490621.htm|access-date=23 July 2020|website=[[CNBC TV18]]|date=5 March 2019|archive-date=23 July 2020|archive-url=https://web.archive.org/web/20200723165459/https://www.cnbctv18.com/technology/maharashtra-government-launches-aaple-sarkar-chatbot-to-provide-info-on-1400-public-services-2490621.htm|url-status=live}}</ref> which provides conversational access to information regarding public services managed.<ref>{{Cite news|title=Government of Maharashtra launches Aaple Sarkar chatbot with Haptik|work=The Economic Times|url=https://economictimes.indiatimes.com/news/politics-and-nation/government-of-maharashtra-launches-aaple-sarkar-chatbot-with-haptik/articleshow/68268917.cms?from=mdr|access-date=23 July 2020|archive-date=16 December 2020|archive-url=https://web.archive.org/web/20201216043739/https://economictimes.indiatimes.com/news/politics-and-nation/government-of-maharashtra-launches-aaple-sarkar-chatbot-with-haptik/articleshow/68268917.cms?from=mdr|url-status=live}}</ref><ref>{{Cite web|last=Aggarwal|first=Varun|title=Maharashtra launches Aaple Sarkar chatbot|url=https://www.thehindubusinessline.com/info-tech/maharashtra-launches-aaple-sarkar-chatbot/article26438199.ece|access-date=23 July 2020|website=[[Business Line]]|date=5 March 2019|archive-date=23 July 2020|archive-url=https://web.archive.org/web/20200723160158/https://www.thehindubusinessline.com/info-tech/maharashtra-launches-aaple-sarkar-chatbot/article26438199.ece|url-status=live}}</ref>

=== Toys ===
Chatbots have also been incorporated into devices not primarily meant for computing, such as toys.<ref name="virtualagentchat">{{Cite web|url=https://virtualagentchat.com/2015/02/23/conversational-toys-the-latest-trend-in-speech-technology/|title=Conversational Toys – The Latest Trend in Speech Technology|last=Amy|date=23 February 2015|website=Virtual Agent Chat|access-date=11 August 2016|archive-date=21 February 2018|archive-url=https://web.archive.org/web/20180221035430/https://virtualagentchat.com/2015/02/23/conversational-toys-the-latest-trend-in-speech-technology/|url-status=usurped}}</ref>

''Hello [[Barbie]]'' is an Internet-connected version of the doll that uses a chatbot provided by the company ToyTalk,<ref>{{cite web|url=http://www.fastcompany.com/3042430/most-creative-people/using-toytalk-technology-new-hello-barbie-will-have-real-conversations-|title=Using Toy-talk Technology, New Hello Barbie Will Have Real Conversations With Kids |website=Fast Company|last1=Nagy|first1=Evie|date=13 February 2015|access-date=18 March 2015|archive-date=15 March 2015|archive-url=https://web.archive.org/web/20150315034733/http://www.fastcompany.com/3042430/most-creative-people/using-toytalk-technology-new-hello-barbie-will-have-real-conversations-|url-status=live}}</ref> which previously used the chatbot for a range of smartphone-based characters for children.<ref>{{Triangulation|179|Oren Jacob, the co-founder and CEO of ToyTalk}}</ref> These characters' behaviors are constrained by a set of rules that in effect emulate a particular character and produce a storyline.<ref>{{Cite web|url=https://patents.google.com/patent/US20140032471/en|title=Artificial intelligence script tool|access-date=12 December 2021|archive-date=12 December 2021|archive-url=https://web.archive.org/web/20211212003052/https://patents.google.com/patent/US20140032471/en|url-status=live}}</ref>

The [[My Friend Cayla]] doll was marketed as a line of {{convert|18|in|cm|adj=on}} dolls which uses [[speech recognition]] technology in conjunction with an [[Android (operating system)|Android]] or [[iOS]] mobile app to recognize the child's speech and have a conversation. Like the Hello Barbie doll, it attracted controversy due to vulnerabilities with the doll's [[Bluetooth]] stack and its use of data collected from the child's speech.

IBM's [[Watson (computer)|Watson computer]] has been used as the basis for chatbot-based educational toys for companies such as ''CogniToys,''<ref name="virtualagentchat" /> intended to interact with children for educational purposes.<ref>{{cite web|last1=Takahashi|first1=Dean|title=Elemental's smart connected toy taps IBM's Watson supercomputer for its brains|url=https://venturebeat.com/2015/02/23/elementals-smart-connected-toy-cognitoys-taps-ibms-watson-supercomputer-for-its-brains/|website=Venture Beat|date=23 February 2015|access-date=15 May 2015|archive-date=20 May 2015|archive-url=https://web.archive.org/web/20150520103335/http://venturebeat.com/2015/02/23/elementals-smart-connected-toy-cognitoys-taps-ibms-watson-supercomputer-for-its-brains/|url-status=live}}</ref>

=== Malicious use ===
Malicious chatbots are frequently used to fill [[chat rooms]] with spam and advertisements by mimicking human behavior and conversations or to entice people into revealing personal information, such as bank account numbers. They were commonly found on [[Yahoo! Messenger]], [[Windows Live Messenger]], [[AOL Instant Messenger]] and other [[instant messaging]] protocols. There has also been a published report of a chatbot used in a fake personal ad on a dating service's website.<ref>{{cite web|work=Scientific American: Mind|date=October 2007|pages=16–17|url=http://drrobertepstein.com/downloads/FROM_RUSSIA_WITH_LOVE-Epstein-Sci_Am_Mind-Oct-Nov2007.pdf|title=From Russia With Love: How I got fooled (and somewhat humiliated) by a computer|access-date=9 December 2007|author=Epstein, Robert|archive-date=19 October 2010|archive-url=https://web.archive.org/web/20101019210430/http://drrobertepstein.com/downloads/FROM_RUSSIA_WITH_LOVE-Epstein-Sci_Am_Mind-Oct-Nov2007.pdf|url-status=live}}
Psychologist [[Robert Epstein]] reports how he was initially fooled by a chatterbot posing as an attractive girl in a personal ad he answered on a dating website. In the ad, the girl portrayed herself as being in Southern California and then soon revealed, in poor English, that she was actually in Russia. He became suspicious after a couple of months of email exchanges, sent her an email test of gibberish, and she still replied in general terms. The dating website is not named.</ref>

[[Tay (bot)|Tay]], an AI chatbot designed to learn from previous interaction, caused major controversy due to it being targeted by internet trolls on Twitter. Soon after its launch, the bot was exploited, and with its "repeat after me" capability, it started releasing racist, sexist, and controversial responses to Twitter users.<ref>{{Cite journal |last1=Neff |first1=Gina |last2=Nagy |first2=Peter |date=2016-10-12 |title=Automation, Algorithms, and Politics{{!}} Talking to Bots: Symbiotic Agency and the Case of Tay |url=https://ijoc.org/index.php/ijoc/article/view/6277 |journal=International Journal of Communication |language=en |volume=10 |pages=17 |issn=1932-8036}}</ref> This suggests that although the bot learned effectively from experience, adequate protection was not put in place to prevent misuse.<ref>{{cite book |last1=Bird |first1=Jordan J. |last2=Ekart |first2=Aniko |last3=Faria |first3=Diego R. |title=Advances in Computational Intelligence Systems |chapter=Learning from Interaction: An Intelligent Networked-Based Human-Bot and Bot-Bot Chatbot System |series=Advances in Intelligent Systems and Computing |date=June 2018 |volume=840 |publisher=Springer |location=Nottingham, UK |isbn=978-3-319-97982-3 |pages=179–190 |doi=10.1007/978-3-319-97982-3_15 |s2cid=52069140 |edition=1st}}</ref>

If a text-sending [[algorithm]] can pass itself off as a human instead of a chatbot, its message would be more credible. Therefore, human-seeming chatbots with well-crafted online identities could start scattering fake news that seems plausible, for instance making false claims during an election. With enough chatbots, it might be even possible to achieve artificial [[social proof]].<ref>{{cite web | url= https://www.sciencenews.org/article/twitter-bots-fake-news-2016-election | author= Temming, Maria | title= How Twitter bots get people to spread fake news | work= Science News | date= 20 November 2018 | access-date= 20 November 2018 | archive-date= 27 November 2018 | archive-url= https://web.archive.org/web/20181127191003/https://www.sciencenews.org/article/twitter-bots-fake-news-2016-election | url-status= live }}</ref><ref>{{cite web 
| author = Epp, Len 
| url = https://lenepp.medium.com/five-potential-malicious-uses-for-chatbots-a15f4955fba7 
| title = Five Potential Malicious Uses For Chatbots 
| date = 11 May 2016 | access-date = 24 February 2023 | archive-date = 24 February 2023 | archive-url = https://web.archive.org/web/20230224041222/https://lenepp.medium.com/five-potential-malicious-uses-for-chatbots-a15f4955fba7 
| url-status = live 
}}</ref>

=== Data security ===
[[Data security]] is one of the major concerns of chatbot technologies. Security threats and system vulnerabilities are weaknesses that are often exploited by malicious users. Storage of user data and past communication, that is highly valuable for training and development of chatbots, can also give rise to security threats.<ref name="Hasal-2021">{{Cite journal |last1=Hasal |first1=Martin |last2=Nowaková |first2=Jana |last3=Ahmed Saghair |first3=Khalifa |last4=Abdulla |first4=Hussam |last5=Snášel |first5=Václav |last6=Ogiela |first6=Lidia |date=2021-10-10 |title=Chatbots: Security, privacy, data protection, and social aspects |url=https://onlinelibrary.wiley.com/doi/10.1002/cpe.6426 |journal=Concurrency and Computation: Practice and Experience |language=en |volume=33 |issue=19 |doi=10.1002/cpe.6426 |issn=1532-0626|hdl=10084/145153 |hdl-access=free }}</ref> Chatbots operating on third-party networks may be subject to various security issues if owners of the third-party applications have policies regarding user data that differ from those of the chatbot.<ref name="Hasal-2021" /> Security threats can be reduced or prevented by incorporating protective mechanisms. User [[authentication]], chat [[End-to-end encryption]], and self-destructing messages are some effective solutions to resist potential security threats.<ref name="Hasal-2021" />

=== Mental health ===
Chatbots have shown to be an emerging technology used in the field of mental health. Its usage may encourage the users to seek advice on matters of mental health as a means to avoid the stigmatization that may come from sharing such matters with other people.<ref name=":0">{{Cite journal |last1=Chin |first1=Hyojin |last2=Song |first2=Hyeonho |last3=Baek |first3=Gumhee |last4=Shin |first4=Mingi |last5=Jung |first5=Chani |last6=Cha |first6=Meeyoung |last7=Choi |first7=Junghoi |last8=Cha |first8=Chiyoung |date=2023-10-20 |title=The Potential of Chatbots for Emotional Support and Promoting Mental Well-Being in Different Cultures: Mixed Methods Study |journal=Journal of Medical Internet Research |language=en |volume=25 |pages=e51712 |doi=10.2196/51712 |doi-access=free |pmid=37862063 |pmc=10625083 |issn=1438-8871 }}</ref> This is because chatbots can give a sense of privacy and anonymity when sharing sensitive information, as well as providing a space that allows for the user to be free of judgment.<ref name=":0" /> An example of this can be seen in a study which found that with social media and AI chatbots both being possible outlets to express mental health online, users were more willing to share their darker and more depressive  emotions to the chatbot.<ref name=":0" />

Findings prove that chatbots have great potential in scenarios in which it is difficult for users to reach out to family or friends for support.<ref name=":0" /> It has been noted that it demonstrates the ability to give young people "various types of social support such as appraisal, informational, emotional, and instrumental support".<ref name=":0" /> Studies have found that chatbots are able to assist users in managing things such as depression and anxiety.<ref name=":0" /> Some examples of chatbots that serve this function are "Woebot, Wysa, Vivibot, and Tess".<ref name=":0" />

Evidence indicates that when mental health chatbots interact with users, they tend to follow certain conversation flows.<ref name=":1">{{Cite journal |last1=Haque |first1=M D Romael |last2=Rubya |first2=Sabirat |date=2023-05-22 |title=An Overview of Chatbot-Based Mobile Mental Health Apps: Insights From App Description and User Reviews |journal=JMIR mHealth and uHealth |language=en |volume=11 |pages=e44838 |doi=10.2196/44838 |doi-access=free |pmid=37213181 |pmc=10242473 |issn=2291-5222 }}</ref> These being guided conversation, semi guided conversation, and open ended conversation.<ref name=":1" /> The most popular, guided conversation, “only allows the users to communicate with the chatbot with predefined responses from the chatbot. It does not allow any form of open input from the users”.<ref name=":1" /> It has also been noted in a study looking at the methods employed by various mental health chatbots, that most of them employed a form of cognitive behavior therapy with the user.<ref name=":1" />

Research has identified that there are potential barriers to entry that come with the usage of chatbots for mental health.<ref name=":2">{{Cite journal |last1=Coghlan |first1=Simon |last2=Leins |first2=Kobi |last3=Sheldrick |first3=Susie |last4=Cheong |first4=Marc |last5=Gooding |first5=Piers |last6=D'Alfonso |first6=Simon |date=January 2023 |title=To chat or bot to chat: Ethical issues with using chatbots in mental health |journal=Digital Health |language=en |volume=9 |doi=10.1177/20552076231183542 |pmid=37377565 |pmc=10291862 |issn=2055-2076 }}</ref> There exist ongoing privacy concerns with sharing user’s personal data in chat logs with chatbots.<ref name=":2" /> In addition to that, there exists a lack of willingness from those in lower socioeconomic statuses to adopt interactions with chatbots as a meaningful way to improve upon mental health.<ref name=":2" /> Though chatbots may be capable of detecting simple human emotions in interactions with users, they are incapable of replicating the level of empathy that human therapists do.<ref name=":2" /> Due to the nature of chatbots being language learning models trained on numerous datasets, the issue of [[Algorithmic bias|Algorithmic Bias]] exists.<ref name=":2" /> Chatbots with built in biases from their training can have them brought out against individuals of certain backgrounds and may result incorrect information being conveyed.<ref name=":2" />

There is a lack of research about how exactly these interactions help with a user’s real life.<ref name=":1" /> Additionally, there are concerns regarding the safety of users when interacting with such chatbots.<ref name=":1" /> When improvements and advancements are made to such technologies, how that may affect humans is not a priority.<ref name=":1" /> It is possible that this can lead to "unintended negative consequences, such as biases, inadequate and failed responses, and privacy issues".<ref name=":1" />

A risk that may come about because of the usage of chatbots to deal with mental health is increased isolation, as well as a lack of support in times of crisis.<ref name=":1" /> Another notable risk is a general lack of a strong understanding of mental health.<ref name=":1" />  Studies have indicated that mental health oriented chatbots have been prone to recommending users medical solutions and to rely upon themselves heavily.<ref name=":1" />