First, this kind of chatbot may take longer to understand the customers’ needs, especially if the user must go through several iterations of menu buttons before narrowing down to the final option.
Although these chatbots offer simple functionality and can be helpful for answering users’ repetitive, straight-forward questions, these chatbots may struggle when faced with more nuanced requests because they are limited to pre-defined answer options. First, this kind of chatbot may take longer to understand the customers’ needs, especially if the user must go through several iterations of menu buttons before narrowing down to the final option. Second, if a user’s need is not included as a menu option, the chatbot will be useless since this chatbot doesn’t offer a free text input field.