When Text Chatbots Work Better

Asynchronous Information Lookup

Text excels for non-urgent queries:

• Business hours, locations, and contact information
• Product specifications and feature comparisons
• Pricing and plan details requiring visual review
• FAQ-style questions with straightforward answers

Visual Information Requirements

Text enables rich formatting:

• Step-by-step instructions with screenshots or diagrams
• Product catalogs with images and filtering
• Forms requiring data entry and validation
• Account dashboards displaying multiple data points

Documentation and Reference

Text provides persistent records:

• Confirmation numbers and transaction receipts
• Troubleshooting guides users revisit multiple times
• Policy information requiring careful reading
• Account changes needing written confirmation

User Preference Scenarios

Some users actively prefer text:

• Public spaces where speaking is disruptive or private information shouldn't be audible
• Clear audio recording for later reference or compliance
• Multitasking scenarios where visual attention is available but audio isn't
• Non-native speakers more comfortable reading than listening