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Voice in der D2C-Journey – Sprachautomation als Erlebnis

Author

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  • Hafner, Nils
  • Henn, Harald

Abstract

Dieser Artikel zeigt auf, welche Einsatzmöglichkeiten und Potenziale für Voice-Systeme in einem D2C-Kontext bestehen. Er skizziert, wie ein solcher Einsatz die Customer Journey verändern kann und welche Fähigkeiten im Hinblick auf die Dimensionen "Prozesse" und "Technologien" im Unternehmen notwendig sind. Schlussendlich werden Kosten und Nutzenpotenziale beschrieben.

Suggested Citation

  • Hafner, Nils & Henn, Harald, 2021. "Voice in der D2C-Journey – Sprachautomation als Erlebnis," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 38(6), pages 46-53.
    • Handle: RePEc:zbw:hsgmrs:276167
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    References listed on IDEAS

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    1. Peter Kabel, 2020. "Dialog zwischen Mensch und Maschine," Springer Books, Springer, number 978-3-658-29585-1, September.
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