I. Introduction
Many companies have recognized chatbots as “the next big thing” in terms of customer relationships. In today's digital age these relationships are shaped by an empowerment of customers due to increased information availability, digital communication channels and more diverse possibilities for reaching customers [1]. Regarding the usefulness of chatbots from the customers' point of view, a chatbot enables 24-hour customer service, personalized interaction and no waiting time. For companies, chatbots entail time and cost savings as many processes can be automated and employees can be appointed to more complex tasks [1].