The bot in Freshchat is meant primarily to collect quick information on website visitors or unidentified users before the conversation is routed to an agent. This can be very useful for sales teams to capture the lead information from the customer conversationally before engaging with them so that the bot has in a way “qualified” the lead for them. 

The bot replaces the “pre-chat” form from legacy chat products by collecting key information conversationally and parsing the responses using patent pending NER to obtain the right responses to every question.

The bot can be used on websites to identify unidentified users coming for customer support or general queries, and is most valuable in a sales context since the bot also synchronizes the information collected as a lead into the Freshsales CRM.