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Evolution im Dialog: Vom Chatbot zur Conversational AI

In: Praxishandbuch Digitales Management

Author

Listed:
  • Julia Lehmann

    (Onfore/Digital Business Institute an der HfWU)

Abstract

Zusammenfassung Die Landschaft der Chatbots hat sich fundamental gewandelt: Moderne Conversational AI, basierend auf Large Language Models (LLMs), ist heute ein strategischer Hebel für exzellente Customer Experience und operative Effizienz in Unternehmen. Dieser Beitrag erklärt praxisnah die Funktionsweise dieser neuen KI-Systeme, ihre erweiterten Einsatzmöglichkeiten von der Hyperpersonalisierung bis zur Generierung tiefer Customer Insights und den daraus resultierenden Mehrwert. Er bietet Entscheidern konkrete Ratschläge für die Entwicklung eines LLM-spezifischen Konzepts – von der Strategie über Prompt Engineering und Retrieval-Augmented Generation (RAG) bis zur Tool-Auswahl. Zentrale Herausforderungen wie Halluzinationen, Datenschutz und Bias werden ebenso beleuchtet wie Lösungsansätze für eine erfolgreiche und verantwortungsvolle Implementierung von KI-basierten virtuellen Assistenten.

Suggested Citation

  • Julia Lehmann, 2026. "Evolution im Dialog: Vom Chatbot zur Conversational AI," Springer Books, in: Stefan Detscher & Michael Hepp (ed.), Praxishandbuch Digitales Management, pages 361-391, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-49614-2_75
    DOI: 10.1007/978-3-658-49614-2_75
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