The interest in artificial intelligence has also increased at a casino located in Switzerland to handle the various customer requests. Therefore, a project to implement a chatbot into their customer support system was started. This Bachelor Thesis aims to assist the project manager in creating a chatbot persona and personality that is best suited for the casinos' customer support. Furthermore, it will show how the casinos’ customer support will benefit from the chatbot implementation.

A literature review was conducted to provide a general understanding about the topic. For the development of a chatbot persona and personality, the first step was to summarize and analyze various blog posts and books. In a second step, the individual process steps for the chatbot development were described. This chatbot development process helped to create a concrete chatbot persona for the casino. Afterwards, scenarios could be elaborated, which show the benefits of a chatbot implementation.

The results show the developed chatbot persona “Max the Casino’s Chatbot” which represents a yellow, male robot that is friendly, professional, patient, and responsible. This persona was created based on the target group of the casino and its vision and mission. Studies have further shown that matching the chatbots gender to the product gender can have a positive impact on the credibility of the advice. Based on this persona, scenarios were developed to demonstrate the benefits of a chatbot implementation. Through various scenarios, it was recognized that a successful implementation of a chatbot can have an efficiency increase of 37.6% to 75.3%. Thus, chatbot brings various benefits such as 24/7 availability, cost reduction, fast response time, increased efficiency and higher customer satisfaction, -experience and -loyalty. In addition, studies have shown that Swiss people are generally open to the use of chatbots and that chatbots can no longer be imagined without in our society.