The internet offers companies and customers entirely new communication possibilities. Through corporate websites, customers can access information about the company 24 hours a day. This allows companies to exert direct influence on their customers while simultaneously gathering extensive information about them. On the other hand, the demand for constant availability to ensure optimal customer service puts pressure on the customer service potential of companies. Chatbots alleviate the burden on call centers and customer support departments, as they can already answer 80% of the questions asked directly via the website. They are available 24 hours a day, reducing costs. Furthermore, users find it easier to navigate the website. The automatically documented conversations also provide concrete insights into actual information needs.