ChatBot is a computer program which conducts a conversation with humans acting as a chat user or a person who answers to the FAQs (frequently asked questions) raised by the users on a website.

Even if this kind of technology existed for many years, it has been exponentially developing in recent years because of the development of the new messaging APPs and, in particular, of virtual assistance programs of the SmartPhones.

This use of ChatBots let us to underline the recent trend to use those programs to re-design the relationships between enterprises and customers in a moment in which those relationships, because of the birth and the development of the e-commerce, were becoming more impersonal.

In fact, it is possible to outline how the use of ChatBots produces a better “customer experience”, creating a post-sales assistance and complaints instrument more approachable and personalized on the base of the customers.

However, beyond the positive responses from customers – they benefit from an assistance service in any time active – and from enterprises – they can economize in terms of customers’ assistance staff (in fact, human staff in engaged only in more complex cases) – it is impossible to underestimate the danger resulting from an insane and uncontrolled use of ChatBot programs, which are able to achieve an enormous number of personal data carrying an actual user profiling.

So, from a legal point of view, the development of ChatBots is relevant not only referring to the legal macro-areas, as personal data protection or copyright on software, but it seems to anticipate the future – legal and not – reporting, in practical terms, those notions and ideas now only generically expressed by the European Parliament among the resolution of 16 February 2017, which concernes recommendations to the Commission on Civil Law Rules on Robotics.