Bots play a significant role in automating customer interactions online by utilizing artificial intelligence to respond to queries and assist users. They can handle a range of tasks—from answering frequently asked questions to processing transactions—providing quick and efficient service. This automation enhances customer experience by offering 24/7 availability, reducing wait times, and personalizing interactions. Additionally, bots can gather data on user behavior, providing valuable insights to businesses for further improvement. Overall, bots streamline communication and enhance operational efficiency in customer service environments.