"Users' experience with RB chatbots is more robotic, often limited to choosing from predefined options, which almost always result in insufficient responses. For example, Spotify's bot on Facebook Messenger helps users discover new music using predefined replies. In contrast, LLM chatbots provide an experience closer to a human-like conversation, offering more flexible and varied interactions."

Read here (only available in Portuguese) the most recent opinion article by Susana Costa e Silva, professor at Católica Porto Business School and director of the Master in Management, published in Marketeer.