B: A bot is an automated software program designed to perform a particular task. Think of it as a robot without a body.
C: Automated customer interaction is essential to a business of any size. In fact, 61% of consumers prefer to communicate via speech, and most of them prefer self-service. Because customer satisfaction is a priority for all businesses, self-service is a critical facet of any customer-facing communications strategy.
Reference:
https://docs.microsoft.com/en-us/azure/architecture/data-guide/big-data/ai-overview
https://docs.microsoft.com/en-us/azure/architecture/solution-ideas/articles/interactive-voice-response-bot