A chatbot is an automated program designed to interact in real time with users via instant messaging on websites or social media platforms. Thanks to a comprehensive database of predefined responses, the chatbot can analyze user queries and provide accurate answers. This technology aligns with a growing trend in relationship marketing, which emphasizes the importance of customer service for business success. By offering quick and effective responses, the chatbot helps meet customer needs without requiring additional human resources. Beyond its customer support function, it can also be used to process orders in real time and answer technical questions. By adopting a virtual identity with a name and a human-like appearance, the chatbot can even act as a virtual assistant, thus contributing to an improved overall customer experience.