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Potenziale von Chatbots im Kundenservice

Author

Listed:
  • Schmäh, Marco
  • Kolb, Marie
  • Hämmerle, Anne
  • Weidemann, Christina
  • Betz, Armin

Abstract

Die digitale Kundenkommunikation stellt für Unternehmen eine grosse Chance dar, um individuell und schnell auf Kundenbedürfnisse zu reagieren und so langfristig im Markt zu bestehen. Durch die Öffnung des Facebook Messenger als Kommunikationsplattform für Unternehmen im Jahr 2016 rücken Chatbots mehr und mehr in den Fokus und tragen nachhaltig zu einer Revolution in der Kundenkommunikation bei. Die Thematik der Chatbots ist für Unternehmen erst seit kurzer Zeit relevant und bisher nicht flächendeckend erschlossen. Dieser Artikel soll den Unternehmen daher einen Orientierungsrahmen bieten und die Chancen und Herausforderungen von Chatbots aufzeigen, um eine mögliche Implementierung im eigenen Unternehmen abzuwägen.

Suggested Citation

  • Schmäh, Marco & Kolb, Marie & Hämmerle, Anne & Weidemann, Christina & Betz, Armin, 2019. "Potenziale von Chatbots im Kundenservice," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 36(1), pages 58-65.
    • Handle: RePEc:zbw:hsgmrs:276025
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    References listed on IDEAS

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    1. Gerrit Heinemann, 2018. "Die Neuausrichtung des App- und Smartphone-Shopping," Springer Books, Springer, number 978-3-658-19135-1, September.
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