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Chatbots for Enterprises: Outlook

Author

Listed:
  • Pavel Kostelník

    (Department of Informatics, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic)

  • Ivo Pisařovic

    (Department of Informatics, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic)

  • Mikuláš Muroň

    (Department of Informatics, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic)

  • František Dařena

    (Department of Informatics, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic)

  • David Procházka

    (Department of Informatics, Faculty of Business and Economics, Mendel University in Brno, Zemědělská 1, 613 00 Brno, Czech Republic)

Abstract

Chatbots are going to be the main tool for automated conversations with customers. Still, there is no consistent methodology for choosing a suitable chatbot platform for a particular business. This paper proposes a new method for chatbot platform evaluation. To describe the current state of chatbot platforms, two high-level approaches to chatbot platform design are discussed and compared. WYSIWYG platforms aim to simplicity but may lack some advanced features. All-purpose chatbot platforms require extensive technical skills and are more expensive but give their users more freedom in chatbot design. We provide an evaluation of six major chatbot solutions. The proposed method for the chatbot selection is demonstrated on two sample businesses - a large bank and a small taxi service.

Suggested Citation

  • Pavel Kostelník & Ivo Pisařovic & Mikuláš Muroň & František Dařena & David Procházka, 2019. "Chatbots for Enterprises: Outlook," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 67(6), pages 1541-1550.
    • Handle: RePEc:mup:actaun:actaun_2019067061541
    DOI: 10.11118/actaun201967061541
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    References listed on IDEAS

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