Chatbots can best be thought of as software programs that use messaging as the interface to carry out various tasks for users. They're generally integrated into messaging apps to capitalize on these apps' vast reach and the conversational interaction they promote. In the context of CRM, chatbots can be used to ask about basic background information such as name, age, account numbers, as well as to ensure customers are directed to the appropriate channels, such as self-service or a human agent.  The technology could have the potential to help businesses significantly cut labor costs. While complete automation of the customer service workforce is not feasible, automating customer management and sales positions in the US where possible through chatbots and other automation technologies could result in considerable savings.

http://www.businessinsider.com/chatbots-vs-humans-for-customer-relations-2016-12?utm_source=feedburner&utm_medium=referral