A smartphone illuminates the dark hotel room. A German tourist is desperately searching your website for information on opening hours and reservations for the next day. Frustration grows with every scrolled subpage - he can't find the necessary information anywhere, and the contact form is a dead end at this hour. One click later, he's on the competitor's website, where a friendly chatbot greets him immediately. A few exchanges later, the reservation is confirmed, the instructions are emailed, and your company has just lost a customer without even knowing they were interested.