Although today’s chatbots are already capable of performing a great number of functions and tasks, their success is still highly contingent upon user acceptance and, above all, actual use. And user acceptance depends not least on what the users expect from the bot. Are users seeking a bit of entertainment to pass the time, do they need help making a booking, a reservation, or placing an order, or do they just want to get some information?
No matter what the objective, companies seeking to implement a chatbot will only be able to do that successfully if they give the matter thorough forethought in advance.