With the fast development of intelligent systems, the possibilities of customer communication in companies are also changing. Chatbots and voicebots are becoming more important and offer interesting solutions for the automated processing of customer enquiries and thus for more efficient and faster customer communication. Due to the fast developments of intelligent systems and the increasing importance of chatbots and voicebots, we have created an study on Conversational Bots & AI and are happy to present the results of the study to you.
The study provides interesting results and shows how companies in Switzerland use chatbots and voicebots. In the report, we describe how companies use bots, what challenges are associated with them and what impact the use of chatbots has on the organisation and processes.
The chatbots used are already solving 68% of enquiries independently, while voicebots only solve 25% of enquiries. This low figure can be attributed to the fact that customers are used to simply speaking freely during a telephone conversation, which makes it more difficult for a voicebot to conduct the dialogue. Added to this are the different Swiss dialects, which makes dialogue with the voicebot even more difficult. We are definitely looking forward to seeing how the performance develops.
A challenge we identify are the skills that are required in companies for the development, introduction and operation of bots. It is not only the technical skills that are important here, but also the close cooperation between the service, IT and marketing departments to ensure that the bots can be seamlessly integrated into the existing infrastructure and can interact with customers in the desired quality.
So there is still a long way to go. However, we are convinced that it is worth it and hope that the insights from this report will provide you with guidance and motivate you to realise further potential from conversational bots.
Get the Conversational Bots & AI Report now here.
The report is currently only available in German.