The Ph.D. thesis of Sara D’Onofrio studies conversational agents, such as chatbots, which are becoming more important as customers increasingly use the Internet to search for relevant information and seek less personal advice. Various organizations are exploring the use of chatbots to enhance customer loyalty, reduce costs, and improve efficiency. The computer-based processing of natural language is one of the main challenges in future technological developments for dialogue-intensive contexts. This chapter examines the language processing capabilities of conversational agents and presents two software prototypes of text-based chatbots developed for Swiss Post. These prototypes are part of the key findings from this thesis, emphasizing the role and effectiveness of conversational agents in enhancing business operations.