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Digitale Empathie von Conversational Interfaces - Wie sich automatisierte Interaktionen mit Chatbots empathisch gestalten lassen

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  • Klug, Katharina
  • Hahn, Alexander

Abstract

Angesichts der Wichtigkeit zwischenmenschlicher und emotionaler Interaktionsprozesse im Service-Bereich steht der Einsatz von Conversational Interfaces vor der Herausforderung, wie die Interaktion von Kunden mit einer Technologie neben der reinen Effizienz auch einen persönlichen und emotionalen Faktor entwickeln kann. Der Beitrag widmet sich der Relevanz von Empathie in der digitalen Interaktion am Beispiel von Chatbots und zeigt anhand empirischer Studien, dass digitale Empathie aus Unternehmenssicht sowohl möglich als auch erforderlich ist.

Suggested Citation

  • Klug, Katharina & Hahn, Alexander, 2021. "Digitale Empathie von Conversational Interfaces - Wie sich automatisierte Interaktionen mit Chatbots empathisch gestalten lassen," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 38(4), pages 18-25.
    • Handle: RePEc:zbw:hsgmrs:276148
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