The document discusses key trends in chatbots for 2021. It provides definitions of chatbots and discusses how they are becoming more common. Some key stats mentioned include that 47% of organizations will use customer service chatbots and 40% will use virtual assistants by 2023. Major industries benefiting from chatbots include hospitality, retail, customer service, banking, and real estate. Chatbots are projected to help businesses save up to 30% on customer support costs and be integrated by 80% of businesses by 2021.