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Das Erwachen der Bots - Aktuelle und zukünftige Herausforderungen der Servicekommunikation

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  • Lehning, Thomas
  • Kemmer, Ralf

Abstract

Wenn Maschinen Kundenanliegen schneller und besser lösen können, als Menschen, dann hat das ein transformatorisches Potenzial, das weit über eine Marketing-Perspektive hinaus geht. Wer hier funktionierende Lösungen bereitstellt, wird den Kontakt zu den Kunden zukünftig ausgestalten. Die GAFAS (Google, Amazon, Facebook, Apple) haben dies in aller Konsequenz erkannt und investieren massiv. Wie jedoch sehen deutsche Experten des Bereichs Servicekommunikation das Thema und wie weit ist die Entwicklung fortgeschritten?

Suggested Citation

  • Lehning, Thomas & Kemmer, Ralf, 2017. "Das Erwachen der Bots - Aktuelle und zukünftige Herausforderungen der Servicekommunikation," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 34(4), pages 34-41.
    • Handle: RePEc:zbw:hsgmrs:275921
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