Why Site‑Specific AI Chatbots Fail Without Handoff, Flexibility, Proactivity, Emotion, and Transparency
Nielsen Norman Group outlines five design dimensions—hand‑off willingness, flexibility, proactive guidance, emotional responsiveness, and transparent identity—that predict whether a site‑specific chatbot will be trusted or abandoned. Each dimension is backed by research and offers concrete tactics for designers to embed in the bot before any user testing. Missing any of them risks user frustration and lost support efficiency.