Conclusion: Organisations are using chatbots as information assistants, advisors, and digital services channels. Most businesses start with generic chatbots (as virtual agents), but as the demand for customer communication grows, chatbots require integration with an increasing number of backend systems and improved scalability.

The reason why most chatbot ventures fail is the inability to recognise that the chatbot principle is simple, yet complexity of deployment rises sharply over time. In addition, chatbot design must align the business and target audiences, and both will evolve. This subtle shift over time is important as organisations need to learn the role, tone, specific purpose, and personalities of their chatbots based on actual usage and feedback.

Thus, starting small with continuous, incremental development is the best strategy for chatbot development. However, this iterative approach must balance the development of chatbots with business implementation, and must consider the attributes of the existing and future deployments.

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Joseph Sweeney

About The Advisor

Joseph Sweeney

Dr. Joseph Sweeney is an IBRS advisor specialising in the areas of workforce transformation and the future of work, including; workplace strategies, end-user computing, collaboration, workflow and low code development, data-driven strategies, policy, and organisational cultural change. He is the author of IBRS’s Digital Workspaces methodology. Dr Sweeney has a particular focus on Microsoft, Google, AWS, VMWare, and Citrix. He often assists organisations in rationalising their licensing spend while increasing workforce engagement. He is also deeply engaged in the education sector. Joseph was awarded the University of Newcastle Medal in 2007 for his studies in Education, and his doctorate, granted in 2015, was based on research into Australia’s educational ICT policies for student device deployments.