Chatbot technology has evolved over time and will continue to evolve with natural language processing (NLP). Moreover, the future of customer interactions resides with chatbots. So then, the logical route is with NLP. You see, NLP helps to break down the semantics of natural language to also understand intent. The chatbot can then respond appropriately. In addition, with machine learning (ML), the chatbot gets smarter after each customer interaction and understands more about natural language and human-style conversations.
Can chatbots use natural language processing?
Further Reading
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What exactly is an AI chatbot?
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An comprehensive introduction to chatbots
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What is chatbot automation?