[guillegette]

Imagine that you just made a purchase at an online store and you want to know how long is it going to take for you to get the product. That information is available on the site, somewhere. You can do that or you can open your favourite messenger platform and ask "hey how long does it take to get an order", just like you ask your partner what to get from the supermarket. It is a way people are use to communicate. The result is the same but the customer satisfaction is higher. The bot will be able to answer that kind of questions quickly without human intervention. Is more efficient for the customer and the company.