Do you remember the time when the digital pet, known in Japanese as Tamagotchi, first appeared? In 1996, it was programmed so that you had to take care of it—feeding it, playing with it, and monitoring its happiness level. That period hinted at a future where interaction with digital beings could occur, almost on an emotional level, albeit one-sided. Even back then, some form of digital assistance existed, such as autopilot in airplanes or other automated servers handling tasks for humans. However, a new era truly began when the digital world became a reliable partner in performing repetitive tasks. Digital support took root in the business world, and this process is now difficult to stop—nor is there any reason to stop it.
This is the story of how digital support has transformed business operations. At the core of digital support stand two pillars: chatbots and virtual assistants.
Who’s Who, or What’s What?
Although there are certain similarities—and even upgrades from one to another—chatbots and virtual assistants have distinct differences. A chatbot is software that uses artificial intelligence and machine learning to automatically respond to user inquiries. Designed to simulate human communication, chatbots operate through text and even voice interfaces, enabling quick and efficient interaction with users across various digital channels.
Virtual assistants, on the other hand, are more advanced forms of chatbots capable of performing more complex tasks. These tasks may include scheduling meetings, managing calendars, and making personalized recommendations. In other words, virtual assistants can be considered an enhanced version of chatbots.
At Your Service, Even While You Sleep
Artificial intelligence has brought numerous innovations, but one, in particular, was born out of humanity’s need for constant availability. What once seemed unimaginable has now become a reality—where 24/7 service is synonymous with operational excellence. Round-the-clock support, regardless of time zones or a company’s business hours, is something chatbots and virtual assistants have perfected. These tools are designed to be always available, providing instant responses and solutions, significantly enhancing the user experience.
This is especially evident in e-commerce. Many online stores now use bots to provide product information or order status updates. They also frequently resolve delivery issues. Banks, for example, have refined this service to the last detail. They can now respond to balance inquiries, transaction details, and credit options—even outside regular working hours. In the healthcare sector, virtual assistants help schedule appointments, offer basic advice, and provide medication information, all available during weekends, nights, and holidays.
Efficiency—The Key to Success
To achieve greater success and foster closer client relationships, fast communication is essential. With the help of chatbots and virtual assistants, instant responses to user requests are possible, reducing waiting times and accelerating problem resolution.
Enhancing customer satisfaction is a primary goal for many companies. Traditional support relies on human agents, often leading to longer wait times, especially during peak hours. In contrast, digital support functions without breaks, outside of working hours, and automates processes. This improves the overall efficiency of support systems, optimizes resources, enhances customer experience, and reduces costs.
Another significant advantage is the rapid resolution of issues. These tools are designed to recognize common questions and problems, providing immediate solutions without human intervention.
Chatbots can quickly address frequently asked questions, while virtual assistants, using advanced algorithms and machine learning, identify problems and direct users to appropriate solutions or specialized agents.
Practical examples show that, in the banking sector, virtual assistants have reduced problem resolution time by over 50%.
Integration with Other Systems
What makes chatbots and virtual assistants even more valuable is their ability to function as part of a broader system within an organization, increasing both efficiency and usability.
For example, chatbots can easily integrate with existing CRM systems, enabling access to customer interaction history for better personalization.
Regarding analytics, integration allows for data collection and analysis of user behavior. These tools can also connect with business applications such as inventory management systems, ERP platforms, and e-commerce platforms.
A Brief History of Chatbots
Usually, such information is presented at the beginning to capture readers’ interest. This time, we decided to “reward” those who have read the entire article with the story of the first chatbot—because the future cannot exist without history.
The first chatbot, named ELIZA, was created in 1966. With visions similar to today’s innovators, Joseph Weizenbaum, a researcher at MIT, developed ELIZA to simulate conversation. And not just any conversation—it was designed to imitate a psychotherapist. Using simple text recognition and response patterns, ELIZA provided basic interactive dialogues.
Although ELIZA was relatively simple and far less complex than today’s chatbots, it marked a significant step in the development of artificial intelligence and human-computer interaction.
Weizenbaum was quite surprised that many users had emotional reactions while interacting with ELIZA, even though they knew they were talking to a program. This was an early sign that artificial intelligence’s path was unstoppable. Of course, critical discussions about the ethical implications and potential misuse of technology began as well.
Even today, nearly 60 years later, debates continue over whether certain automation processes should be delayed for ethical reasons, particularly in areas requiring human empathy. AI-based psychotherapy has significantly evolved, yet chatbots are still not intended to replace therapists entirely. Instead, they serve as support tools between sessions, helping users cope with stress or offering “first aid” to those without immediate access to traditional therapy.
