What is Net Promoter Score (NPS)

Chatbots (sometimes just called “bots”) are the subject of much corporate and public interest today. Many enterprises are looking to get started with chatbot development initiatives to improve communication efficiency as well as reduce operating costs. Current research indicates constantly growing interest in this area and forecasts that 70% of office employees will interact with chatbots daily in 2022. This chapter reports on the challenges inherent in chatbot integration projects and identifies key operational factors for successful chatbot projects, as well as highlighting issues of strategic significance. Different technology adoption and project management models are explored, analysed, and applied in the context of chatbot implementation, and based on an in-depth case study, a model is put forward to aid the manageability of chatbot implementation in other similar environments.