[guillegette]

This is something that should probably be tested and see how people react. "chat bot" is something that is common for us but not for non-technical people and could actually hurt more than help. The experience for the customer should be quite smooth and once the bot is not able to answer a questions something like "Let me get back to you about this" could mean that the questions is being redirected to a real human. Again these are assumptions and data will give us the real answer.