Chatbot software is a program that has pre-built chatbots that you can use to automate parts of your business that are customer-facing, like sales and customer support.
Additionally, chatbot software normally features a bot builder that helps you create your own chatbot from scratch. Once you have your chatbot though, you can deploy it on a website or through an app and let it handle initial, repetitive queries. However, if a customer requires additional information, the chatbot software can re-route the communication to a real person and let them handle the rest.
If you need tips on how to get started, take a look at this article explaining how you can create a chatbot yourself for more info.