This document discusses using chatbots with Salesforce. It notes that people are spending more time in messaging and social apps, and asks if companies can have a presence in these channels using chatbots. It explains that chatbots can automate conversations and are getting more intelligent. Customers choose communication channels, so companies should be able to serve customers through chat. It then provides an overview of how chatbots work using architectures, technologies like Dialogflow for natural language processing, and fulfillment. It demonstrates a chatbot and discusses the potential ROI of chatbots.