The potential of bots and artificial intelligence is great. Whether autonomous cars or digital language assistants – our lives today are increasingly shaped by artificial intelligence. The application in customer service is particularly successful. Chatbots can successfully interact with customers, answer their questions and solve any problems. Even when calling the customer hotline, today it is often no longer possible to say with certainty whether you are dealing with a person or a social bot at the other end. The successful use of AI in interaction with people thus enables new applications, for example in negotiations.