Designing and Implementing a B2B Chatbot: Insights from a Medium-Sized Service Provider in the Energy Industry

Chatbots are currently attracting a lot of attention and considered to have great potential in many domains such as customer service, retail, and healthcare. Gartner [1] predicts that 25% of customer service operations will use chatbots and other types of digital assistants by 2020. While many researchers have studied how and why users interact with chatbots, less is known about the real-world process of designing and implementing a chatbot, particularly for business-to-business (B2B) contexts. To shed some light on this process and its challenges, this paper presents insights from a case study implementation of a chatbot at a medium-sized service provider for the energy industry.