These tools often allow teams to pre-program questions to gather information (such as "What is your name?"), as well as branching decision trees to help direct users to the proper channels ("Is it a problem with your phone or computer?"). While a pre-programmed chatbot may display an error message if a user inputs an unknown command, a bot that utilizes NLP can be "trained" over the course of multiple interactions to understand context and respond with more organic answers. Over time, these bots can learn to have almost human-like conversations as they direct chatters to the information they're looking for -- and as technology continues to improve, their response capabilities are growing more and more sophisticated. Even for large-scale teams with dozens or hundreds of agents, AI can help handle those first few steps of gathering basic information from users before routing them to a human being who can take care of their problem. These tools often allow teams to pre-program questions to gather information (such as "What is your name?"), as well as branching decision trees to help direct users to the proper channels ("Is it a problem with your phone or computer?").