And now we have chatbots and the “chat interface.” Chatbots have tremendous potential but they are not some magical cure. They are not some plug-n-play technology that doesn’t require us to have a navigation and classification.
How exactly are these chatbots going to chat? From what magic-magic land will they access their answers? Chatbots will require an extremely rigorous information architecture in order to ‘chat’ in a useful way. Otherwise, they’ll pretty quickly become gibberishbots.
From: http://gerrymcgovern.com/information-architecture-still-vital-to-digital-design/