Summary: Users turn to site-specific chatbots for quick answers, not a conversation. Design responses that are direct, scannable, and easy to expand when needed.

It's easy to assume that a friendly, conversational AI chatbot might help build customer relationships or make a brand feel more approachable. However, the reality is that users who land on your site with a question aren't looking for a conversation — they're looking for an answer.

In our study, participants often approached site chatbots much like search bars : they typed as little as possible, expected quick responses, and preferred answers they could scan quickly.…