Chatbots and New Audience Opportunities for Museums and Heritage Organisations

This paper explores how chatbots can offer opportunities for museums and galleries in engaging their audiences through recent developments, and through a case study approach focusing on the design and implementation of an audience development pilot in Milan involving four historic house museums ( Case Museo di Milano ). The pilot aimed to find new and interesting ways to engage teenagers in visiting these museums through visualising narrative using a convergence of chatbot technology and gamification.