When first starting to use a chatbot for customer service, the chatbot has to be taught how to reply to visitor messages. Most of the teaching is done with existing FAQ-patterns and chatlogs. It is also possible to manually configure reply patterns if needed.
After the chatbot is live, it keeps on learning by following what the customer service agents respond. If the assistance-functionality is used, the bot can also analyse the accuracy of its own suggestions, based on whether or not the suggestions are picked up by customer service agents.