Digital Customer Dialogue for Banks - a Comparison of two current Studies

","head_html":null,"post_body":"\n\n\n\n

In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

\n\n

In this article, we look at two studies conducted in the DACH region in 2021 that address this topic: The Chatbot Study 2021 (Chatbot- Studie 2021) by ZHAW in collaboration with aiaibot (a representative sample of 1000 people from the DACH region in terms of age and gender was asked about their experiences with chatbots and voicebots in general), and the IFZ Conversational Banking Study 2021 by the Lucerne University of Applied Sciences and Arts (IFZ Conversational Banking Studie 2021: This study included an online survey with 3410 male and female banking customers from Switzerland, Germany and Austria between the ages of 18 and 65 about their experiences with chats, chatbots and voicebots).

We are particularly interested in what customers think of communication with digital helpers and how their attitude to this has developed over the last three years. We then also focus in particular on what customer acceptance of chatbots and voicebots looks like in the area of banking and finance. The two studies come to very similar conclusions, which shows that the banking industry hardly differs from other industries in terms of acceptance of digital customer dialogue.

\n

Digital helpers quickly establish themselves

\n

The Chatbot Study 2021 clearly shows that the acceptance of digital helpers has steadily increased over the last three years. While 40 % of the participants in the 2018 Chatbot Study (Chatbot-Studie 2018) stated that they had already interacted with a chatbot at least once, this figure had risen to a remarkable 63 % just three years later. The majority of the remaining respondents who had never interacted with a digital touchpoint could at least imagine doing so in the future. 

The IFZ study on Conversational Banking 2021 comes to the same conclusion, showing that almost half of customers can imagine communicating with their bank via chat or chatbot. The study authors rightly conclude that chatbots, and in certain areas also voicebots, will certainly gain in importance in the future as a digital communication channel between banks and their customers. They add that many target groups, and not just younger customers, are making increasing use of digital communication channels, and that this form of customer dialogue has even become a matter of course for many of them.

In the case of banks, it is primarily the bank's own channels that are used, such as special chats on the bank's website and in the mobile or eBanking areas. Communication via other digital channels from the social media sector, such as Whatsapp or Facebook Messenger, or even the business platforms Linkedin or Microsoft Teams, tend to be less accepted for communication with the bank. The authors see this preference for the bank's own channels as being primarily due to the issue of data security. Here, internal bank channels are perceived as more trustworthy and secure, which is why banks can be recommended to introduce their own chatbots and voicebots to promote digital customer dialogue.

It should be noted here that the providers of software and solutions for chatbots generally take the issue of data protection very seriously and place data security at the center of all their activities. Of particular relevance for companies from the financial sector in this context is data hosting, which should absolutely take place either on an internal server on site or, in the case of Swiss banks, in a Swiss cloud, and this should of course be DSGVO-compliant. The Chatbot Study 21 also showed that customers trust the digital assistants and are willing to pass on their own data to the chatbot for better service.

\n

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.

\n

\n\n

Which chatbot use cases are most popular with customers?

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.Chatbots can easily answer common questions, efficiently direct website visitors to information or forms they are looking for; however, when linked to third-party systems, they can also perform quite complex tasks, such as providing account or billing information, performing address reporting, or helping to fill out forms.

The IFZ Study comes to similar conclusions as the chatbot study with regard to the use cases for digital handling that are popular with customers: people are happy to order missing documents via chat, e.g., to prepare their tax returns or to check their account balance and change their address. Customers can also imagine changing powers of attorney or subscription limits via chat or settling questions about mobile banking in this way. According to the study, accepted use cases for processing via chatbot are bank transfers or ordering documents or bank cards, as well as answering questions about e- and mobile banking.

\n

Emotional matters are prefererably handled personally

\n

The studies show that use cases involving more emotional aspects are less likely to be handled on digital channels. Here, personal contact or written communication is often preferred.

Termination seems to be a special case. The IFZ Study states that the cancellation of a customer relationship or even a product is not communicated in the chat channel. Nevertheless, 41 % of the respondents can imagine terminating the banking relationship via the more impersonal chatbot. The possible reason for this could be that the chatbot always treats its counterpart equally neutrally and impartially.

\n

\n

The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents).

\n

\n

Customer consulting digitally - why not?

\n

The area of customer consulting is also interesting. In the Chatbot Study 2021, more than 25 % of respondents said they could well imagine receiving advice from a chatbot.The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents). For investment products (42 %) or credit products (35 %), customers are more likely to prefer advice from an employee.

\n

Here, too, it was found that acceptance of digital advice is more likely among the younger target group and for simpler products. 55 % could imagine taking out a basic banking product via chat, 42 % an investment product and only 31 % a mortgage.

\n\n

Text-based rather than oral

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular. This may also be due to the fact that implementation is rather complicated, particularly in Switzerland, with the various languages and dialects. The advantage of voicebots, according to co-author Prof. Hafner, would be that banking transactions could be carried out on the side, for example while driving, which is not possible with text-based variants. So it's quite conceivable that this channel will become more popular in the future. At the moment, however, the text-based channels chat and chatbot are clearly the favorites among customers.

\n

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular.

\n

\n

Digital customer dialogue has a future in the banking industry

\n

The results of the two studies clearly show that digital customer dialogue also has a promising future in the banking industry. Customers are now used to dealing with their concerns in text-based chat windows, and particularly appreciate the fact that chatbots are always available, even after office hours and on weekends. Customers no longer want to do without this flexibility. In terms of data security, too, they have no reservations about using chat or chatbots, at least for simpler concerns and products, if they receive fast and efficient service in return.

Against the backdrop of these findings, banks that are considering investing in digital customer dialogue and enabling their customers to communicate in this way can only be encouraged in their decision.

\n

\n","topic_ids":[48256384391],"html_title":"Digital Customer Dialogue for Banks - a Comparison of two current Studies","cloned_from":62358837413,"rss_summary":"

In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

\n","campaign_utm":null,"post_summary":"

In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

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In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

\n\n

In this article, we look at two studies conducted in the DACH region in 2021 that address this topic: The Chatbot Study 2021 (Chatbot- Studie 2021) by ZHAW in collaboration with aiaibot (a representative sample of 1000 people from the DACH region in terms of age and gender was asked about their experiences with chatbots and voicebots in general), and the IFZ Conversational Banking Study 2021 by the Lucerne University of Applied Sciences and Arts (IFZ Conversational Banking Studie 2021: This study included an online survey with 3410 male and female banking customers from Switzerland, Germany and Austria between the ages of 18 and 65 about their experiences with chats, chatbots and voicebots).

We are particularly interested in what customers think of communication with digital helpers and how their attitude to this has developed over the last three years. We then also focus in particular on what customer acceptance of chatbots and voicebots looks like in the area of banking and finance. The two studies come to very similar conclusions, which shows that the banking industry hardly differs from other industries in terms of acceptance of digital customer dialogue.

\n

Digital helpers quickly establish themselves

\n

The Chatbot Study 2021 clearly shows that the acceptance of digital helpers has steadily increased over the last three years. While 40 % of the participants in the 2018 Chatbot Study (Chatbot-Studie 2018) stated that they had already interacted with a chatbot at least once, this figure had risen to a remarkable 63 % just three years later. The majority of the remaining respondents who had never interacted with a digital touchpoint could at least imagine doing so in the future. 

The IFZ study on Conversational Banking 2021 comes to the same conclusion, showing that almost half of customers can imagine communicating with their bank via chat or chatbot. The study authors rightly conclude that chatbots, and in certain areas also voicebots, will certainly gain in importance in the future as a digital communication channel between banks and their customers. They add that many target groups, and not just younger customers, are making increasing use of digital communication channels, and that this form of customer dialogue has even become a matter of course for many of them.

In the case of banks, it is primarily the bank's own channels that are used, such as special chats on the bank's website and in the mobile or eBanking areas. Communication via other digital channels from the social media sector, such as Whatsapp or Facebook Messenger, or even the business platforms Linkedin or Microsoft Teams, tend to be less accepted for communication with the bank. The authors see this preference for the bank's own channels as being primarily due to the issue of data security. Here, internal bank channels are perceived as more trustworthy and secure, which is why banks can be recommended to introduce their own chatbots and voicebots to promote digital customer dialogue.

It should be noted here that the providers of software and solutions for chatbots generally take the issue of data protection very seriously and place data security at the center of all their activities. Of particular relevance for companies from the financial sector in this context is data hosting, which should absolutely take place either on an internal server on site or, in the case of Swiss banks, in a Swiss cloud, and this should of course be DSGVO-compliant. The Chatbot Study 21 also showed that customers trust the digital assistants and are willing to pass on their own data to the chatbot for better service.

\n

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.

\n

\n\n

Which chatbot use cases are most popular with customers?

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.Chatbots can easily answer common questions, efficiently direct website visitors to information or forms they are looking for; however, when linked to third-party systems, they can also perform quite complex tasks, such as providing account or billing information, performing address reporting, or helping to fill out forms.

The IFZ Study comes to similar conclusions as the chatbot study with regard to the use cases for digital handling that are popular with customers: people are happy to order missing documents via chat, e.g., to prepare their tax returns or to check their account balance and change their address. Customers can also imagine changing powers of attorney or subscription limits via chat or settling questions about mobile banking in this way. According to the study, accepted use cases for processing via chatbot are bank transfers or ordering documents or bank cards, as well as answering questions about e- and mobile banking.

\n

Emotional matters are prefererably handled personally

\n

The studies show that use cases involving more emotional aspects are less likely to be handled on digital channels. Here, personal contact or written communication is often preferred.

Termination seems to be a special case. The IFZ Study states that the cancellation of a customer relationship or even a product is not communicated in the chat channel. Nevertheless, 41 % of the respondents can imagine terminating the banking relationship via the more impersonal chatbot. The possible reason for this could be that the chatbot always treats its counterpart equally neutrally and impartially.

\n

\n

The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents).

\n

\n

Customer consulting digitally - why not?

\n

The area of customer consulting is also interesting. In the Chatbot Study 2021, more than 25 % of respondents said they could well imagine receiving advice from a chatbot.The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents). For investment products (42 %) or credit products (35 %), customers are more likely to prefer advice from an employee.

\n

Here, too, it was found that acceptance of digital advice is more likely among the younger target group and for simpler products. 55 % could imagine taking out a basic banking product via chat, 42 % an investment product and only 31 % a mortgage.

\n\n

Text-based rather than oral

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular. This may also be due to the fact that implementation is rather complicated, particularly in Switzerland, with the various languages and dialects. The advantage of voicebots, according to co-author Prof. Hafner, would be that banking transactions could be carried out on the side, for example while driving, which is not possible with text-based variants. So it's quite conceivable that this channel will become more popular in the future. At the moment, however, the text-based channels chat and chatbot are clearly the favorites among customers.

\n

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular.

\n

\n

Digital customer dialogue has a future in the banking industry

\n

The results of the two studies clearly show that digital customer dialogue also has a promising future in the banking industry. Customers are now used to dealing with their concerns in text-based chat windows, and particularly appreciate the fact that chatbots are always available, even after office hours and on weekends. Customers no longer want to do without this flexibility. In terms of data security, too, they have no reservations about using chat or chatbots, at least for simpler concerns and products, if they receive fast and efficient service in return.

Against the backdrop of these findings, banks that are considering investing in digital customer dialogue and enabling their customers to communicate in this way can only be encouraged in their decision.

\n

\n","postBodyRss":"

In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

\n\n

In this article, we look at two studies conducted in the DACH region in 2021 that address this topic: The Chatbot Study 2021 (Chatbot- Studie 2021) by ZHAW in collaboration with aiaibot (a representative sample of 1000 people from the DACH region in terms of age and gender was asked about their experiences with chatbots and voicebots in general), and the IFZ Conversational Banking Study 2021 by the Lucerne University of Applied Sciences and Arts (IFZ Conversational Banking Studie 2021: This study included an online survey with 3410 male and female banking customers from Switzerland, Germany and Austria between the ages of 18 and 65 about their experiences with chats, chatbots and voicebots).

We are particularly interested in what customers think of communication with digital helpers and how their attitude to this has developed over the last three years. We then also focus in particular on what customer acceptance of chatbots and voicebots looks like in the area of banking and finance. The two studies come to very similar conclusions, which shows that the banking industry hardly differs from other industries in terms of acceptance of digital customer dialogue.

\n

Digital helpers quickly establish themselves

\n

The Chatbot Study 2021 clearly shows that the acceptance of digital helpers has steadily increased over the last three years. While 40 % of the participants in the 2018 Chatbot Study (Chatbot-Studie 2018) stated that they had already interacted with a chatbot at least once, this figure had risen to a remarkable 63 % just three years later. The majority of the remaining respondents who had never interacted with a digital touchpoint could at least imagine doing so in the future. 

The IFZ study on Conversational Banking 2021 comes to the same conclusion, showing that almost half of customers can imagine communicating with their bank via chat or chatbot. The study authors rightly conclude that chatbots, and in certain areas also voicebots, will certainly gain in importance in the future as a digital communication channel between banks and their customers. They add that many target groups, and not just younger customers, are making increasing use of digital communication channels, and that this form of customer dialogue has even become a matter of course for many of them.

In the case of banks, it is primarily the bank's own channels that are used, such as special chats on the bank's website and in the mobile or eBanking areas. Communication via other digital channels from the social media sector, such as Whatsapp or Facebook Messenger, or even the business platforms Linkedin or Microsoft Teams, tend to be less accepted for communication with the bank. The authors see this preference for the bank's own channels as being primarily due to the issue of data security. Here, internal bank channels are perceived as more trustworthy and secure, which is why banks can be recommended to introduce their own chatbots and voicebots to promote digital customer dialogue.

It should be noted here that the providers of software and solutions for chatbots generally take the issue of data protection very seriously and place data security at the center of all their activities. Of particular relevance for companies from the financial sector in this context is data hosting, which should absolutely take place either on an internal server on site or, in the case of Swiss banks, in a Swiss cloud, and this should of course be DSGVO-compliant. The Chatbot Study 21 also showed that customers trust the digital assistants and are willing to pass on their own data to the chatbot for better service.

\n

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.

\n

\n\n

Which chatbot use cases are most popular with customers?

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.Chatbots can easily answer common questions, efficiently direct website visitors to information or forms they are looking for; however, when linked to third-party systems, they can also perform quite complex tasks, such as providing account or billing information, performing address reporting, or helping to fill out forms.

The IFZ Study comes to similar conclusions as the chatbot study with regard to the use cases for digital handling that are popular with customers: people are happy to order missing documents via chat, e.g., to prepare their tax returns or to check their account balance and change their address. Customers can also imagine changing powers of attorney or subscription limits via chat or settling questions about mobile banking in this way. According to the study, accepted use cases for processing via chatbot are bank transfers or ordering documents or bank cards, as well as answering questions about e- and mobile banking.

\n

Emotional matters are prefererably handled personally

\n

The studies show that use cases involving more emotional aspects are less likely to be handled on digital channels. Here, personal contact or written communication is often preferred.

Termination seems to be a special case. The IFZ Study states that the cancellation of a customer relationship or even a product is not communicated in the chat channel. Nevertheless, 41 % of the respondents can imagine terminating the banking relationship via the more impersonal chatbot. The possible reason for this could be that the chatbot always treats its counterpart equally neutrally and impartially.

\n

\n

The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents).

\n

\n

Customer consulting digitally - why not?

\n

The area of customer consulting is also interesting. In the Chatbot Study 2021, more than 25 % of respondents said they could well imagine receiving advice from a chatbot.The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents). For investment products (42 %) or credit products (35 %), customers are more likely to prefer advice from an employee.

\n

Here, too, it was found that acceptance of digital advice is more likely among the younger target group and for simpler products. 55 % could imagine taking out a basic banking product via chat, 42 % an investment product and only 31 % a mortgage.

\n\n

Text-based rather than oral

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular. This may also be due to the fact that implementation is rather complicated, particularly in Switzerland, with the various languages and dialects. The advantage of voicebots, according to co-author Prof. Hafner, would be that banking transactions could be carried out on the side, for example while driving, which is not possible with text-based variants. So it's quite conceivable that this channel will become more popular in the future. At the moment, however, the text-based channels chat and chatbot are clearly the favorites among customers.

\n

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular.

\n

\n

Digital customer dialogue has a future in the banking industry

\n

The results of the two studies clearly show that digital customer dialogue also has a promising future in the banking industry. Customers are now used to dealing with their concerns in text-based chat windows, and particularly appreciate the fact that chatbots are always available, even after office hours and on weekends. Customers no longer want to do without this flexibility. In terms of data security, too, they have no reservations about using chat or chatbots, at least for simpler concerns and products, if they receive fast and efficient service in return.

Against the backdrop of these findings, banks that are considering investing in digital customer dialogue and enabling their customers to communicate in this way can only be encouraged in their decision.

\n

","postEmailContent":"\n\n\n\n

In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

\n\n

In this article, we look at two studies conducted in the DACH region in 2021 that address this topic: The Chatbot Study 2021 (Chatbot- Studie 2021) by ZHAW in collaboration with aiaibot (a representative sample of 1000 people from the DACH region in terms of age and gender was asked about their experiences with chatbots and voicebots in general), and the IFZ Conversational Banking Study 2021 by the Lucerne University of Applied Sciences and Arts (IFZ Conversational Banking Studie 2021: This study included an online survey with 3410 male and female banking customers from Switzerland, Germany and Austria between the ages of 18 and 65 about their experiences with chats, chatbots and voicebots).

We are particularly interested in what customers think of communication with digital helpers and how their attitude to this has developed over the last three years. We then also focus in particular on what customer acceptance of chatbots and voicebots looks like in the area of banking and finance. The two studies come to very similar conclusions, which shows that the banking industry hardly differs from other industries in terms of acceptance of digital customer dialogue.

\n

Digital helpers quickly establish themselves

\n

The Chatbot Study 2021 clearly shows that the acceptance of digital helpers has steadily increased over the last three years. While 40 % of the participants in the 2018 Chatbot Study (Chatbot-Studie 2018) stated that they had already interacted with a chatbot at least once, this figure had risen to a remarkable 63 % just three years later. The majority of the remaining respondents who had never interacted with a digital touchpoint could at least imagine doing so in the future. 

The IFZ study on Conversational Banking 2021 comes to the same conclusion, showing that almost half of customers can imagine communicating with their bank via chat or chatbot. The study authors rightly conclude that chatbots, and in certain areas also voicebots, will certainly gain in importance in the future as a digital communication channel between banks and their customers. They add that many target groups, and not just younger customers, are making increasing use of digital communication channels, and that this form of customer dialogue has even become a matter of course for many of them.

In the case of banks, it is primarily the bank's own channels that are used, such as special chats on the bank's website and in the mobile or eBanking areas. Communication via other digital channels from the social media sector, such as Whatsapp or Facebook Messenger, or even the business platforms Linkedin or Microsoft Teams, tend to be less accepted for communication with the bank. The authors see this preference for the bank's own channels as being primarily due to the issue of data security. Here, internal bank channels are perceived as more trustworthy and secure, which is why banks can be recommended to introduce their own chatbots and voicebots to promote digital customer dialogue.

It should be noted here that the providers of software and solutions for chatbots generally take the issue of data protection very seriously and place data security at the center of all their activities. Of particular relevance for companies from the financial sector in this context is data hosting, which should absolutely take place either on an internal server on site or, in the case of Swiss banks, in a Swiss cloud, and this should of course be DSGVO-compliant. The Chatbot Study 21 also showed that customers trust the digital assistants and are willing to pass on their own data to the chatbot for better service.

\n

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.

\n

\n\n

Which chatbot use cases are most popular with customers?

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.Chatbots can easily answer common questions, efficiently direct website visitors to information or forms they are looking for; however, when linked to third-party systems, they can also perform quite complex tasks, such as providing account or billing information, performing address reporting, or helping to fill out forms.

The IFZ Study comes to similar conclusions as the chatbot study with regard to the use cases for digital handling that are popular with customers: people are happy to order missing documents via chat, e.g., to prepare their tax returns or to check their account balance and change their address. Customers can also imagine changing powers of attorney or subscription limits via chat or settling questions about mobile banking in this way. According to the study, accepted use cases for processing via chatbot are bank transfers or ordering documents or bank cards, as well as answering questions about e- and mobile banking.

\n

Emotional matters are prefererably handled personally

\n

The studies show that use cases involving more emotional aspects are less likely to be handled on digital channels. Here, personal contact or written communication is often preferred.

Termination seems to be a special case. The IFZ Study states that the cancellation of a customer relationship or even a product is not communicated in the chat channel. Nevertheless, 41 % of the respondents can imagine terminating the banking relationship via the more impersonal chatbot. The possible reason for this could be that the chatbot always treats its counterpart equally neutrally and impartially.

\n

\n

The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents).

\n

\n

Customer consulting digitally - why not?

\n

The area of customer consulting is also interesting. In the Chatbot Study 2021, more than 25 % of respondents said they could well imagine receiving advice from a chatbot.The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents). For investment products (42 %) or credit products (35 %), customers are more likely to prefer advice from an employee.

\n

Here, too, it was found that acceptance of digital advice is more likely among the younger target group and for simpler products. 55 % could imagine taking out a basic banking product via chat, 42 % an investment product and only 31 % a mortgage.

\n\n

Text-based rather than oral

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular. This may also be due to the fact that implementation is rather complicated, particularly in Switzerland, with the various languages and dialects. The advantage of voicebots, according to co-author Prof. Hafner, would be that banking transactions could be carried out on the side, for example while driving, which is not possible with text-based variants. So it's quite conceivable that this channel will become more popular in the future. At the moment, however, the text-based channels chat and chatbot are clearly the favorites among customers.

\n

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular.

\n

\n

Digital customer dialogue has a future in the banking industry

\n

The results of the two studies clearly show that digital customer dialogue also has a promising future in the banking industry. Customers are now used to dealing with their concerns in text-based chat windows, and particularly appreciate the fact that chatbots are always available, even after office hours and on weekends. Customers no longer want to do without this flexibility. In terms of data security, too, they have no reservations about using chat or chatbots, at least for simpler concerns and products, if they receive fast and efficient service in return.

Against the backdrop of these findings, banks that are considering investing in digital customer dialogue and enabling their customers to communicate in this way can only be encouraged in their decision.

\n

\n","postFeaturedImageIfEnabled":"","postListContent":"\n\n\n\n

In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

\n\n

In this article, we look at two studies conducted in the DACH region in 2021 that address this topic: The Chatbot Study 2021 (Chatbot- Studie 2021) by ZHAW in collaboration with aiaibot (a representative sample of 1000 people from the DACH region in terms of age and gender was asked about their experiences with chatbots and voicebots in general), and the IFZ Conversational Banking Study 2021 by the Lucerne University of Applied Sciences and Arts (IFZ Conversational Banking Studie 2021: This study included an online survey with 3410 male and female banking customers from Switzerland, Germany and Austria between the ages of 18 and 65 about their experiences with chats, chatbots and voicebots).

We are particularly interested in what customers think of communication with digital helpers and how their attitude to this has developed over the last three years. We then also focus in particular on what customer acceptance of chatbots and voicebots looks like in the area of banking and finance. The two studies come to very similar conclusions, which shows that the banking industry hardly differs from other industries in terms of acceptance of digital customer dialogue.

\n

Digital helpers quickly establish themselves

\n

The Chatbot Study 2021 clearly shows that the acceptance of digital helpers has steadily increased over the last three years. While 40 % of the participants in the 2018 Chatbot Study (Chatbot-Studie 2018) stated that they had already interacted with a chatbot at least once, this figure had risen to a remarkable 63 % just three years later. The majority of the remaining respondents who had never interacted with a digital touchpoint could at least imagine doing so in the future. 

The IFZ study on Conversational Banking 2021 comes to the same conclusion, showing that almost half of customers can imagine communicating with their bank via chat or chatbot. The study authors rightly conclude that chatbots, and in certain areas also voicebots, will certainly gain in importance in the future as a digital communication channel between banks and their customers. They add that many target groups, and not just younger customers, are making increasing use of digital communication channels, and that this form of customer dialogue has even become a matter of course for many of them.

In the case of banks, it is primarily the bank's own channels that are used, such as special chats on the bank's website and in the mobile or eBanking areas. Communication via other digital channels from the social media sector, such as Whatsapp or Facebook Messenger, or even the business platforms Linkedin or Microsoft Teams, tend to be less accepted for communication with the bank. The authors see this preference for the bank's own channels as being primarily due to the issue of data security. Here, internal bank channels are perceived as more trustworthy and secure, which is why banks can be recommended to introduce their own chatbots and voicebots to promote digital customer dialogue.

It should be noted here that the providers of software and solutions for chatbots generally take the issue of data protection very seriously and place data security at the center of all their activities. Of particular relevance for companies from the financial sector in this context is data hosting, which should absolutely take place either on an internal server on site or, in the case of Swiss banks, in a Swiss cloud, and this should of course be DSGVO-compliant. The Chatbot Study 21 also showed that customers trust the digital assistants and are willing to pass on their own data to the chatbot for better service.

\n

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.

\n

\n\n

Which chatbot use cases are most popular with customers?

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.Chatbots can easily answer common questions, efficiently direct website visitors to information or forms they are looking for; however, when linked to third-party systems, they can also perform quite complex tasks, such as providing account or billing information, performing address reporting, or helping to fill out forms.

The IFZ Study comes to similar conclusions as the chatbot study with regard to the use cases for digital handling that are popular with customers: people are happy to order missing documents via chat, e.g., to prepare their tax returns or to check their account balance and change their address. Customers can also imagine changing powers of attorney or subscription limits via chat or settling questions about mobile banking in this way. According to the study, accepted use cases for processing via chatbot are bank transfers or ordering documents or bank cards, as well as answering questions about e- and mobile banking.

\n

Emotional matters are prefererably handled personally

\n

The studies show that use cases involving more emotional aspects are less likely to be handled on digital channels. Here, personal contact or written communication is often preferred.

Termination seems to be a special case. The IFZ Study states that the cancellation of a customer relationship or even a product is not communicated in the chat channel. Nevertheless, 41 % of the respondents can imagine terminating the banking relationship via the more impersonal chatbot. The possible reason for this could be that the chatbot always treats its counterpart equally neutrally and impartially.

\n

\n

The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents).

\n

\n

Customer consulting digitally - why not?

\n

The area of customer consulting is also interesting. In the Chatbot Study 2021, more than 25 % of respondents said they could well imagine receiving advice from a chatbot.The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents). For investment products (42 %) or credit products (35 %), customers are more likely to prefer advice from an employee.

\n

Here, too, it was found that acceptance of digital advice is more likely among the younger target group and for simpler products. 55 % could imagine taking out a basic banking product via chat, 42 % an investment product and only 31 % a mortgage.

\n\n

Text-based rather than oral

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular. This may also be due to the fact that implementation is rather complicated, particularly in Switzerland, with the various languages and dialects. The advantage of voicebots, according to co-author Prof. Hafner, would be that banking transactions could be carried out on the side, for example while driving, which is not possible with text-based variants. So it's quite conceivable that this channel will become more popular in the future. At the moment, however, the text-based channels chat and chatbot are clearly the favorites among customers.

\n

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular.

\n

\n

Digital customer dialogue has a future in the banking industry

\n

The results of the two studies clearly show that digital customer dialogue also has a promising future in the banking industry. Customers are now used to dealing with their concerns in text-based chat windows, and particularly appreciate the fact that chatbots are always available, even after office hours and on weekends. Customers no longer want to do without this flexibility. In terms of data security, too, they have no reservations about using chat or chatbots, at least for simpler concerns and products, if they receive fast and efficient service in return.

Against the backdrop of these findings, banks that are considering investing in digital customer dialogue and enabling their customers to communicate in this way can only be encouraged in their decision.

\n

\n","postListSummaryFeaturedImage":"","postRssContent":"

In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

\n\n

In this article, we look at two studies conducted in the DACH region in 2021 that address this topic: The Chatbot Study 2021 (Chatbot- Studie 2021) by ZHAW in collaboration with aiaibot (a representative sample of 1000 people from the DACH region in terms of age and gender was asked about their experiences with chatbots and voicebots in general), and the IFZ Conversational Banking Study 2021 by the Lucerne University of Applied Sciences and Arts (IFZ Conversational Banking Studie 2021: This study included an online survey with 3410 male and female banking customers from Switzerland, Germany and Austria between the ages of 18 and 65 about their experiences with chats, chatbots and voicebots).

We are particularly interested in what customers think of communication with digital helpers and how their attitude to this has developed over the last three years. We then also focus in particular on what customer acceptance of chatbots and voicebots looks like in the area of banking and finance. The two studies come to very similar conclusions, which shows that the banking industry hardly differs from other industries in terms of acceptance of digital customer dialogue.

\n

Digital helpers quickly establish themselves

\n

The Chatbot Study 2021 clearly shows that the acceptance of digital helpers has steadily increased over the last three years. While 40 % of the participants in the 2018 Chatbot Study (Chatbot-Studie 2018) stated that they had already interacted with a chatbot at least once, this figure had risen to a remarkable 63 % just three years later. The majority of the remaining respondents who had never interacted with a digital touchpoint could at least imagine doing so in the future. 

The IFZ study on Conversational Banking 2021 comes to the same conclusion, showing that almost half of customers can imagine communicating with their bank via chat or chatbot. The study authors rightly conclude that chatbots, and in certain areas also voicebots, will certainly gain in importance in the future as a digital communication channel between banks and their customers. They add that many target groups, and not just younger customers, are making increasing use of digital communication channels, and that this form of customer dialogue has even become a matter of course for many of them.

In the case of banks, it is primarily the bank's own channels that are used, such as special chats on the bank's website and in the mobile or eBanking areas. Communication via other digital channels from the social media sector, such as Whatsapp or Facebook Messenger, or even the business platforms Linkedin or Microsoft Teams, tend to be less accepted for communication with the bank. The authors see this preference for the bank's own channels as being primarily due to the issue of data security. Here, internal bank channels are perceived as more trustworthy and secure, which is why banks can be recommended to introduce their own chatbots and voicebots to promote digital customer dialogue.

It should be noted here that the providers of software and solutions for chatbots generally take the issue of data protection very seriously and place data security at the center of all their activities. Of particular relevance for companies from the financial sector in this context is data hosting, which should absolutely take place either on an internal server on site or, in the case of Swiss banks, in a Swiss cloud, and this should of course be DSGVO-compliant. The Chatbot Study 21 also showed that customers trust the digital assistants and are willing to pass on their own data to the chatbot for better service.

\n

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.

\n

\n\n

Which chatbot use cases are most popular with customers?

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.Chatbots can easily answer common questions, efficiently direct website visitors to information or forms they are looking for; however, when linked to third-party systems, they can also perform quite complex tasks, such as providing account or billing information, performing address reporting, or helping to fill out forms.

The IFZ Study comes to similar conclusions as the chatbot study with regard to the use cases for digital handling that are popular with customers: people are happy to order missing documents via chat, e.g., to prepare their tax returns or to check their account balance and change their address. Customers can also imagine changing powers of attorney or subscription limits via chat or settling questions about mobile banking in this way. According to the study, accepted use cases for processing via chatbot are bank transfers or ordering documents or bank cards, as well as answering questions about e- and mobile banking.

\n

Emotional matters are prefererably handled personally

\n

The studies show that use cases involving more emotional aspects are less likely to be handled on digital channels. Here, personal contact or written communication is often preferred.

Termination seems to be a special case. The IFZ Study states that the cancellation of a customer relationship or even a product is not communicated in the chat channel. Nevertheless, 41 % of the respondents can imagine terminating the banking relationship via the more impersonal chatbot. The possible reason for this could be that the chatbot always treats its counterpart equally neutrally and impartially.

\n

\n

The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents).

\n

\n

Customer consulting digitally - why not?

\n

The area of customer consulting is also interesting. In the Chatbot Study 2021, more than 25 % of respondents said they could well imagine receiving advice from a chatbot.The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents). For investment products (42 %) or credit products (35 %), customers are more likely to prefer advice from an employee.

\n

Here, too, it was found that acceptance of digital advice is more likely among the younger target group and for simpler products. 55 % could imagine taking out a basic banking product via chat, 42 % an investment product and only 31 % a mortgage.

\n\n

Text-based rather than oral

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular. This may also be due to the fact that implementation is rather complicated, particularly in Switzerland, with the various languages and dialects. The advantage of voicebots, according to co-author Prof. Hafner, would be that banking transactions could be carried out on the side, for example while driving, which is not possible with text-based variants. So it's quite conceivable that this channel will become more popular in the future. At the moment, however, the text-based channels chat and chatbot are clearly the favorites among customers.

\n

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular.

\n

\n

Digital customer dialogue has a future in the banking industry

\n

The results of the two studies clearly show that digital customer dialogue also has a promising future in the banking industry. Customers are now used to dealing with their concerns in text-based chat windows, and particularly appreciate the fact that chatbots are always available, even after office hours and on weekends. Customers no longer want to do without this flexibility. In terms of data security, too, they have no reservations about using chat or chatbots, at least for simpler concerns and products, if they receive fast and efficient service in return.

Against the backdrop of these findings, banks that are considering investing in digital customer dialogue and enabling their customers to communicate in this way can only be encouraged in their decision.

\n

","postRssSummaryFeaturedImage":"","postSummary":"

In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

\n","postSummaryRss":"

In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

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In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

\n\n

In this article, we look at two studies conducted in the DACH region in 2021 that address this topic: The Chatbot Study 2021 (Chatbot- Studie 2021) by ZHAW in collaboration with aiaibot (a representative sample of 1000 people from the DACH region in terms of age and gender was asked about their experiences with chatbots and voicebots in general), and the IFZ Conversational Banking Study 2021 by the Lucerne University of Applied Sciences and Arts (IFZ Conversational Banking Studie 2021: This study included an online survey with 3410 male and female banking customers from Switzerland, Germany and Austria between the ages of 18 and 65 about their experiences with chats, chatbots and voicebots).

We are particularly interested in what customers think of communication with digital helpers and how their attitude to this has developed over the last three years. We then also focus in particular on what customer acceptance of chatbots and voicebots looks like in the area of banking and finance. The two studies come to very similar conclusions, which shows that the banking industry hardly differs from other industries in terms of acceptance of digital customer dialogue.

\n

Digital helpers quickly establish themselves

\n

The Chatbot Study 2021 clearly shows that the acceptance of digital helpers has steadily increased over the last three years. While 40 % of the participants in the 2018 Chatbot Study (Chatbot-Studie 2018) stated that they had already interacted with a chatbot at least once, this figure had risen to a remarkable 63 % just three years later. The majority of the remaining respondents who had never interacted with a digital touchpoint could at least imagine doing so in the future. 

The IFZ study on Conversational Banking 2021 comes to the same conclusion, showing that almost half of customers can imagine communicating with their bank via chat or chatbot. The study authors rightly conclude that chatbots, and in certain areas also voicebots, will certainly gain in importance in the future as a digital communication channel between banks and their customers. They add that many target groups, and not just younger customers, are making increasing use of digital communication channels, and that this form of customer dialogue has even become a matter of course for many of them.

In the case of banks, it is primarily the bank's own channels that are used, such as special chats on the bank's website and in the mobile or eBanking areas. Communication via other digital channels from the social media sector, such as Whatsapp or Facebook Messenger, or even the business platforms Linkedin or Microsoft Teams, tend to be less accepted for communication with the bank. The authors see this preference for the bank's own channels as being primarily due to the issue of data security. Here, internal bank channels are perceived as more trustworthy and secure, which is why banks can be recommended to introduce their own chatbots and voicebots to promote digital customer dialogue.

It should be noted here that the providers of software and solutions for chatbots generally take the issue of data protection very seriously and place data security at the center of all their activities. Of particular relevance for companies from the financial sector in this context is data hosting, which should absolutely take place either on an internal server on site or, in the case of Swiss banks, in a Swiss cloud, and this should of course be DSGVO-compliant. The Chatbot Study 21 also showed that customers trust the digital assistants and are willing to pass on their own data to the chatbot for better service.

\n

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.

\n

\n\n

Which chatbot use cases are most popular with customers?

\n

The 2021 Chatbot Study clearly shows that what customers appreciate most about digital assistants is that they are available at all times and that communication with them is straightforward. With their help, simpler matters can be dealt with quickly and easily in a self-service process without waiting times.Chatbots can easily answer common questions, efficiently direct website visitors to information or forms they are looking for; however, when linked to third-party systems, they can also perform quite complex tasks, such as providing account or billing information, performing address reporting, or helping to fill out forms.

The IFZ Study comes to similar conclusions as the chatbot study with regard to the use cases for digital handling that are popular with customers: people are happy to order missing documents via chat, e.g., to prepare their tax returns or to check their account balance and change their address. Customers can also imagine changing powers of attorney or subscription limits via chat or settling questions about mobile banking in this way. According to the study, accepted use cases for processing via chatbot are bank transfers or ordering documents or bank cards, as well as answering questions about e- and mobile banking.

\n

Emotional matters are prefererably handled personally

\n

The studies show that use cases involving more emotional aspects are less likely to be handled on digital channels. Here, personal contact or written communication is often preferred.

Termination seems to be a special case. The IFZ Study states that the cancellation of a customer relationship or even a product is not communicated in the chat channel. Nevertheless, 41 % of the respondents can imagine terminating the banking relationship via the more impersonal chatbot. The possible reason for this could be that the chatbot always treats its counterpart equally neutrally and impartially.

\n

\n

The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents).

\n

\n

Customer consulting digitally - why not?

\n

The area of customer consulting is also interesting. In the Chatbot Study 2021, more than 25 % of respondents said they could well imagine receiving advice from a chatbot.The IFZ Study also found strong support for banking advice via digital channels, especially for basic products such as account solutions or credit cards (60 % of respondents). For investment products (42 %) or credit products (35 %), customers are more likely to prefer advice from an employee.

\n

Here, too, it was found that acceptance of digital advice is more likely among the younger target group and for simpler products. 55 % could imagine taking out a basic banking product via chat, 42 % an investment product and only 31 % a mortgage.

\n\n

Text-based rather than oral

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular. This may also be due to the fact that implementation is rather complicated, particularly in Switzerland, with the various languages and dialects. The advantage of voicebots, according to co-author Prof. Hafner, would be that banking transactions could be carried out on the side, for example while driving, which is not possible with text-based variants. So it's quite conceivable that this channel will become more popular in the future. At the moment, however, the text-based channels chat and chatbot are clearly the favorites among customers.

\n

\n

Both studies show that customers currently prefer text-based chats and chatbots, while voicebots, i.e. digital voice assistants, are generally still less popular.

\n

\n

Digital customer dialogue has a future in the banking industry

\n

The results of the two studies clearly show that digital customer dialogue also has a promising future in the banking industry. Customers are now used to dealing with their concerns in text-based chat windows, and particularly appreciate the fact that chatbots are always available, even after office hours and on weekends. Customers no longer want to do without this flexibility. In terms of data security, too, they have no reservations about using chat or chatbots, at least for simpler concerns and products, if they receive fast and efficient service in return.

Against the backdrop of these findings, banks that are considering investing in digital customer dialogue and enabling their customers to communicate in this way can only be encouraged in their decision.

\n

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In customer dialogue with companies from the financial sector, the security of the communicated data is of the greatest relevance and importance. This is certainly one reason why many banks and financial institutions were not among the first to embrace digital communication channels, and there have also been critical voices against the digital transformation and the associated technological innovations, such as chatbots or voicebots.

Various studies on the subject of digital customer dialogue clearly show that it is time for the financial industry to provide appropriate communication offerings for its customers if they want to focus on customer needs.

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Das Team von aiaibot ist unterwegs an verschiedenen Chatbot Events anzutreffen und veranstaltet Chatbot Breakfasts für Agenturen. Triff uns und erfahre mehr über das Thema Chatbots und die aiaibot Chatbot-Software.

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Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

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Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

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Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

","title_left":"

Deine Aufgaben

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You want to know more about Chatbots?

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Super easy! Just throw your email below and we will contact you as soon as possible with great insights.

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Hinterlasse uns doch deinen Kommentar.","widget_name":"One Line of Text","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"id":"module_1594222437138213","label":"One Line of Text","module_id":1843376,"name":"module_1594222437138213","order":17,"smart_type":null,"styles":{},"type":"module"},"module_1596716174960338":{"body":{"choose_type":"posts","definition_id":null,"field_group":[{"link_field":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":33298012677,"href":"https://www.aiaibot.com/de/blog/chatbots-automatisierung-live-chat","type":"CONTENT"}}},{"link_field":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":33125399733,"href":"https://www.aiaibot.com/de/blog/chatbots-zur-informationssuche","type":"CONTENT"}}},{"link_field":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":33132670294,"href":null,"type":"CONTENT"}}}],"field_types":{"choose_type":"choice","default_blog_posts":"blog","field_group":"group","podcast":"group","show_module":"boolean","title":"text"},"module_id":33334965544,"path":"/clickray/aiaibot19/modules/blog/ab20 - top-3-posts-podcasts","per_widget_wrapper_html":"","podcast":[{"podcast_name":"Podcast name","podcast_url":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":33322701416,"href":"https://www.aiaibot.com/de/podcast-episode-17","type":"CONTENT"}}},{"podcast_url":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":33122235838,"href":"https://www.aiaibot.com/de/podcast-episode-16","type":"CONTENT"}}},{"podcast_url":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":32781585141,"href":"https://www.aiaibot.com/de/podcast-episode-15","type":"CONTENT"}}}],"smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab20 - top-3-posts-podcasts","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"id":"module_1596716174960338","label":"ab20 - top-3-posts-podcasts","module_id":33334965544,"name":"module_1596716174960338","order":15,"smart_type":null,"styles":{},"type":"module"},"module_159679795028198":{"body":{"custom_posts":[{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":33298012677,"href":null,"type":"CONTENT"}},{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":33125399733,"href":null,"type":"CONTENT"}}],"definition_id":null,"field_types":{"additionals":"group","blog_field":"blog","custom_posts":"link","show_module":"boolean","title":"text"},"module_id":33382619897,"path":"/clickray/aiaibot19/modules/blog/ab20 - related posts","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab20 - related posts","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"id":"module_159679795028198","label":"ab20 - related posts","module_id":33382619897,"name":"module_159679795028198","order":25,"smart_type":null,"styles":{},"type":"module"},"name":{"body":{"title":"Digital Customer Dialogue for Banks - a Comparison of two current Studies"},"id":"name","label":"Title","name":"name","type":"text"},"percentage":{"body":{"value":"80—100%"},"child_css":{},"css":{},"deleted_at":1571035161349,"id":"percentage","label":"Percentage","name":"percentage","order":0,"smart_type":null,"type":"textarea"},"position":{"body":{"value":"Frontend"},"child_css":{},"css":{},"deleted_at":1571035161349,"id":"position","label":"Position","name":"position","order":1,"smart_type":null,"type":"textarea"},"post_body":{"body":{"html":"

Was versteht man unter Conversational AI und warum ist die Technologie auch für dich relevant? Conversational AI verfügt über viele Vorteile und Einsatzmöglichkeiten. Zudem ist es ein Thema, dass sich in nächster Zeit aufgrund der technologischen Fortschritten in diesem Bereich noch stärker weiterentwickelt wird. In diesem Artikel nehmen wir die Thematik genauer unter die Lupe und gehen auf häufig dazu gestellte Fragen ein.

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Conversational AI - das deckt unser Artikel ab:

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1. Was bedeutet Conversational AI?
2. Begriffsdefinitionen rund um Conversational AI
3. Warum Conversational AI?
4. Wie funktioniert Conversational AI?
5. Mit Conversational AI kommt ein neuer, digitaler Mitarbeiter ins Team
6. Die Einsatzgebiete für Conversational AI
7. Praxisbeispiel zu Conversational AI
8. Die Vorteile von Conversational AI
9. Die Grenzen und Herausforderungen von Conversational AI
10. Wie geht es mit Conversational AI weiter?
11. Fazit zu Conversational AI

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1. Was bedeutet Conversational AI?

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«Conversational AI» steht für Conversational Artificial Intelligence. Wieder ein neues, englisches Wort? Genau. Zudem kann die Technologie grundlegend verändern, wie wir arbeiten.

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Auf Deutsch würde man Conversational AI etwa so definieren: Automatisierte (Kunden-)Dialogsysteme, die durch Künstliche Intelligenz (KI) unterstützt werden.  

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Wie kannst du nun Conversational AI für dein Unternehmen und dein Team nutzen und davon profitieren? Darauf gehen wir jetzt ein.

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Um uns nicht nur auf unsere eigene aiaibot-Expertise zu stützen, haben wir zum Thema einige externe Experten befragt. Sie teilen ihre Erfahrungen, schätzen ein und helfen, das Thema allen Leserinnen und Lesern näher zu bringen.

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2. Begriffdefinitionen rund um Conversational AI

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Zu Beginn sollten einige Begrifflichkeiten geklärt werden, die mit Conversational AI zusammenhängen. Dazu haben wir ein paar kurze Abschnitte zu den jeweiligen Begriffen verlinkt. Sind dir diese bereits bekannt, kannst du problemlos beim nächsten Kapitel weiterlesen.  

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• NLP
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• Machine Learning
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• Deep Learning
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• Neuronales Netzwerk
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• Schnittstellenintegration
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\n

 

\n\n

3. Warum Conversational AI?

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Warum sollte das Thema nun auch dich interessieren? Weil es dein Leben enorm erleichtern kann. 

\n

Wer kennt das nicht: 

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• Ewiges Warten in der Telefonschleife
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• Langwieriges Suchen von konkreten Informationen auf der Webseite 
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• Antworten auf E-Mails an den Kundendienst kommen erst nach Tagen
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Conversational AI bietet uns die Lösung zu diesen Problemen und zudem einen sicheren Zugang zu den gewünschten Informationen - dynamisch, schnell, unkompliziert und rund-um-die-Uhr. 

\n

 

\n\n

4. Wie funktioniert Conversational AI?

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Bei einem AI-unterstützten Kundendialog kann der Benutzer sein Anliegen so vorbringen, als würde er mit einem Menschen sprechen. Die im Hintergrund arbeitende AI versteht die Anfrage aufgrund vorab definierter Kategorien und kann so eine passende Antwort liefern. Sei es ein Text, ein Link, eine Gegenfrage oder eine Übergabe zum Kundendienst. 

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Um als Unternehmen diesen Kundenservice zur Verfügung zu stellen benötigt man zwei Komponenten:

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4.1 Erkennung der Absicht (Intent-Erkennung) 

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Solche Modelle können unterschiedliche Arten und Inhalte von Texten unterscheiden. Dazu ist ein Datensatz notwendig, der die zu erkennenden Kategorien mit entsprechenden Textbeispielen enthält. Mit Hilfe von Machine-Learning lernt das Modell, die Texte den Kategorien zuzuordnen. Daher ist es wichtig, dass der Datensatz über eine gute Datenqualität verfügt und die enthaltenen Textbeispiele im Voraus korrekt erfasst wurden.

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4.2 Passende Antworten liefern

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Die passende Antwort hängt sehr vom Use-Case ab. Antworten können in internen Datenbanken gefunden (z.B. wieviele Leute des Sales Teams sind heute im Büro?) oder an andere Business-Systemen wie CRM, ERP (z.B. HubSpot, Salesforce) oder PIM-Schnittstellen geleitet werden. Natürlich kann der Dialog auch einfach weitergeführt werden, um einen Termin zu vereinbaren oder ihn an den Kundendienst zu übergeben. 

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Mit dem Zusammenspiel von Intent-Erkennung und der passenden Antwort wird der Eindruck eines natürlichen Gesprächs erweckt.

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Du kannst dir dazu auch die Podcast-Episode mit Sophie Hundertmark und Markus Bäuerle zum Thema Intent-Erkennung anhören.

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\n

 

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5. Mit Conversational AI kommt ein neuer, digitaler Mitarbeiter ins Team

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Jetzt denkst du vielleicht: Nimmt mir diese Technologie meinen Arbeitsplatz weg?

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Keine Bange: Diese Technologie kann zurzeit einfach repetitive Anfragen beantworten. Somit kann sich der «echte» Mitarbeiter anspruchsvolleren und meist interessanteren Themen widmen und durch die Technologie entlastet werden.

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Mit einem intelligentem Chatbot wird das Team um einen digitalen Mitarbeiter reicher. Dieser kann zahlreiche Kundenanfragen parallel beantworten. Folglich bleibt für das Team dann mehr Zeit für das Wesentliche. 

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Angela Treskavec, Leiterin Team Verkaufsberatung der Sympany Krankenversicherung, beschreibt es hier in dem Video sehr anschaulich, wie sich der Chatbot «Sympi» vom «kleinen Bub» zum wertvollen Mitarbeiter entwickelt hat.

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Zu beachten gilt: Der Chatbot ist ein Team-Mitglied, der menschliche Kollegen hat, die ihm zur Seite stehen, wenn er einmal nicht weiter weiss. So kann der Chatbot, falls notwendig, das Chatfenster zu einem Live-Chat mit einem Mitarbeiter umwandeln. Ob ein solcher Wechsel notwendig ist, können AI-Module auch erkennen.  

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Dieser neue digitale Mitarbeiter soll natürlich auch zum Unternehmen und zur Zielgruppe passen. Bei der Konzeption eines Chatbots wird daher die Persönlichkeit des Chatbots festgelegt und die Tonalität bestimmt. 

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6. Einsatzgebiete für Conversational AI

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Die Hauptanwendungsbereiche sind Marketing, Vertrieb und Kundenservice. In letzter Zeit wird Conversational AI auch vermehrt in anderen Abteilungen eines Unternehmens eingesetzt, wie zum Beispiel in HR oder IT.

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Claude Sprenger ist Head of Digital Development bei der Hutter Consult AG, ein Beratungsunternehmen für People Based Marketing. Er hat sich schon sehr früh mit Messengerkommunikation und deren Automatisierung mit Chatbots auseinandergesetzt. Heute arbeitet er täglich an internationalen Kundenprojekten zur Konzeption und Umsetzung von Chatbots, die Hutter Consult mit digitalen Kampagnen oft ergänzt. Ihr Wissen geben sie auch in zahlreichen Seminaren weiter. Claude Sprenger sieht folgende Einsatzgebiete von Conversational AI:

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Claude Sprenger, Head of Digital Development bei Hutter Consult AG

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Conversational AI verändert die Art und Weise, wie wir mit Kunden Konversationen führen können und verbessert die Reichweite, die Reaktionszeit und die Personalisierung dieser Gespräche. Mit ihr es möglich, aus Präferenzen und Interaktionen zu lernen und den Menschen eine persönliche und situativ angepasste Konversation automatisiert anzubieten.

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Die Einsatzgebiete sind sehr breit: Ob Produktberatung, Vorqualifizierung von Leads, 1st-Level-Support, Reklamationsmanagement, Personalrekrutierung oder die Live-Kommunikation während einer Veranstaltung

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Sophie Hundertmark ist Chatbot-Expertin und arbeitet als selbständige Chatbot-Beraterin. Sie unterrichtet an vielen Hochschulen zum Einsatz von Chatbots und ist die Gründerin der DACH-Community ai-zurich. 

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In den letzten Jahren hat sie beobachtet, dass Unternehmen immer mehr regelbasierte Chatbots einsetzen und damit auch gute Ergebnisse erzielen. Wie das funktioniert, beschreibt sie in ihrem Blogbeitrag «Vom LinkedIn-Post in den Chatbot und zum Lead».
Darauf basierend sieht sie grosse Chancen für die Weiterentwicklung von regelbasierten Chatbots zu Conversational AI:

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Sophie Hundertmark, Chatbot-Expertin und Gründerin von ai-zurich

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Conversational AI bringen regelbasierte Chatbots auf das nächste Level. User können ihre Frage einfach frei eintippen oder teilen sie via Spracheingabe dem Bot mit. Dank der Verwendung von Conversational AI kann der Chatbot die Useranfrage aufnehmen, verstehen, zuordnen und in Abhängigkeit mit dem Kontext eine passende Antwort geben. Chatbots werden somit noch breiter einsetzbar.

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7. Praxisbeispiel zu Conversational AI

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Die Customer Care Company PIDAS hat Eurowings durch Case-Management und Automatisierungslösungen unterstützt, Mitarbeitern, Kundenanfragen und Reklamationen schneller, übersichtlicher und effizienter zu bearbeiten. Dabei spielte der Einsatz von Künstlicher Intelligenz für die Priorisierung und Zuordnung von Anliegen sowie automatische Antwortvorschläge eine grosse Rolle. Mehr dazu hier. 

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8. Die Vorteile von Conversational AI

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Prof. Dr. Ivo Blohm ist Assistenzprofessor für Data Science und Management der Universität St. Gallen und lancierte das Weiterbildungsprogramm CAS Big Data and AI for Managers. Er untersucht zum Beispiel, wie man Chatbots einsetzen kann, um Feedback von Mitarbeitern und Kunden einzuholen. Der Chatbot ist hier nicht die intelligente «Knowledge Base», die Fragen beantwortet, sondern ein «Interviewer», der systematisch Wissen von Mitarbeitern und Kunden erhebt, um Entscheidungen in Unternehmen zu verbessern. Prof. Dr. Ivo Blohm sieht folgende Vorteile von Conversational AI:

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Prof. Dr. Ivo Blohm, Assistenzprofessor an der Universität St. Gallen

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Für Unternehmen ist das grösste Potenzial mit Sicherheit die Automatisierung von Geschäftsprozessen und das Schaffen neuartiger Kundenerlebnisse. Für Nutzer ist es wohl, jederzeit und von überall auf qualitativ hochwertige Dienstleistungen zurückgreifen zu können und einfacher ans Ziel zu kommen.

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Frédéric Monard, CEO der PIDAS sowie Mitgründer und Chairman von aiaibot, sieht basierend auf seine langjährige Erfahrung folgende Vorteile:

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Frédéric Monard, CEO bei PIDAS, Mitgründer und Chairman von aiaibot

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In einer hyper-dynamischen Welt wird vermehrt eine ebenso schnelle Kundenkommunikation erwartet. Also «anytime und anywhere». Conversational AI bietet den Vorteil, zahlreiche Kundenanfragen gleichzeitig und hochautomatisiert zu beantworten, und das rund um die Uhr. Das führt zu einem verbesserten Kundenerlebnis und zu signifikanten Effizienz- und Effektivitätssteigerungen. Eines darf aber bei aller Euphorie nicht vergessen werden: Der Kundennutzen steht im Fokus.

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Prof. Dr. Ivo Blohm sowie PIDAS CEO Frédéric Monard sehen der interessantesten Einsatzgebiete im Customer Support, denn das Unternehmen ist so 24/7 mit ihren Kunden im Dialog. 

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Weitere Vorteile von Conversational AI sind:

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• Verkürzung der Wartezeiten für Nutzer
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• Optimierter Ressourceneinsatz von Mitarbeitern
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• Zusätzliche Möglichkeit der Leadgenerierung
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• Höhere Interaktion mit Nutzern auf der Webseite, höhere Verweildauer, was sich positiv auf das Suchmaschinen-Ranking der eigenen Seite auswirken kann
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9. Die Grenzen und Herausforderungen von Conversational AI

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Auch KI-Systeme haben Grenzen. Diese sind oft durch die Datenqualität bestimmt: Wenn eine Anfrage zu stark von den Trainingsdaten abweicht, erhöht sich die Fehlerrate der richtigen Zuordnung. Eine weitere potenzielle Fehlerquelle können Kategorien sein, die sich zu ähnlich sind, da es dann zu Verwechslungen kommen kann.

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Hier gilt die Faustregel, dass ein Mensch die Unterscheidung sofort ohne grosses Überlegen treffen können soll.

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«Ein guter Datensatz ist realistisch, vielseitig und gross» sagt Dr. Martin Kubli, Machine Learning Engineer. Aus diesem Grund ist es wichtig, dass die Trainingsdaten den erwarteten Anfragen möglichst ähnlich sind und viele verschiedene Fälle abdecken. Je mehr Daten vorhanden sind, desto besser kann das Modell daraus lernen. Natürlich müssen auch die Kategorien passend und sinnvoll sein. Hier gilt: je weniger Kategorien, desto besser. Dr. Martin Kubli weiss aus seiner Praxiserfahrung:

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Dr. Martin Kubli, Machine Learning Engineer bei aiaibot

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Die beste AI hilft nicht, wenn die Datenqualität schlecht ist, gemäss dem Motto «garbage in, garbage out». Da liegt oft die echte Herausforderung!

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Zusammenfassend kann man festhalten:

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Technisch ist viel möglich, aber für Unternehmen ist es wichtig, dass die Prozesse robust sind. Die Fehlerrate ist niemals null, deshalb sollte man die Konsequenzen eines Fehlers im Voraus abschätzen. Bei einer internen E-Mail-Triage ist ein Fehler weniger folgenschwer. Wenn es allerdings um eine Bestellung geht, sollte die Fehlerrate gut gemanagt sein. 

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10. Wie geht es mit Conversational AI weiter?

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Wir sehen heute schon, dass laut einer Umfrage im Rahmen der PIDAS Benchmark Studie Chatbots dank Automatisierung effizienter sind als Live-Chats: Die Erstlösungsrate von Chatbots sind deutlich höher als die von Live-Chats.

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Wo geht also die Reise hin? Was meinen die Experten?

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Prof. Dr. Ivo Blohm denkt, dass der Einsatz von Conversational AI in den nächsten Jahren deutlich zunehmen wird. Mit der steigenden Intelligenz weiten sich die Einsatzgebiete immer mehr aus. Daher ist es auch wichtig, dass Experten dafür fit gemacht werden. So bietet die HSG ein Weiterbildungsprogramm CAS Big Data and AI for Managers an. 

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Helmut van Rinsum ist Fachjournalist und Herausgeber des Newsletters und Blogs KI-Marketing.com. Er gibt zum Beispiel einen wöchentlichen Newsletter über «KI im Marketing» heraus und sammelt als privater Nutzer Erfahrungen mit Chatbots. Seiner Meinung nach sieht er die Einsatzgebiete und Weiterentwicklungen von AI-basierten Dialogsystemen im Voice-Bereich:

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Helmut van Rinsum, Fachjournalist

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Die Einsatzgebiete sind nahezu unbegrenzt.Wir haben uns daran gewöhnt, mit Alexa, Siri oder Google zu kommunizieren und werden diesen Anspruch bald auf alle möglichen anderen Geräte übertragen. Voice wird die Touch-Bedienung vielleicht nicht ablösen, aber ergänzen. Wir werden an unser Auto Sprachbefehle erteilen und auf den verschiedensten Ebenen des Kundenkontakts auf Conversational AI stossen. Besonders spannend ist der Use-Case von Google Duplex: Der Assistant nimmt hier gewissermaßen eigenständig eine Tischreservierung im Restaurant vor. Bin gespannt, wann dies im Alltag eine selbstverständliche Anwendung wird.

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Frédéric Monard beschäftigt sich seit über zwanzig Jahren mit dem Thema “Kundendialog”. Dabei geht es immer - auch auf altherkömmlichen Kanälen – um die kontinuierliche Verbesserung der Customer Experience und der Effizienz. Er glaubt fest an die Zukunft von Conversational AI:

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Frédéric Monard, CEO bei PIDAS, Mitgründer und Chairman von aiaibot

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In den Bereichen Sales, Marketing und Kundenservice wird Conversational AI hier in den nächsten Jahren «The Next Big Thing» sein. Da führt kein Weg daran vorbei. Denn hier gibt es mit Conversational AI eine Symbiose zwischen Kundenorientierung und Digitalisierung. Conversational AI bietet die Möglichkeit, die Customer Experience mit dem Einsatz  künstlicher Intelligenz und neuester Technologien auf ein nächstes Level zu bringen, die Kunden zu begeistern und die Ressourcen im Unternehmen zu schonen. Ich bin deshalb vom Potenzial und der Relevanz des Themas felsenfest überzeugt. Deshalb tätigen wir seit 2016 in diesem Bereich grosse Investitionen.

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So hat Frédéric Monard die swiss moonshot AG vor einem Jahr mitgegründet. Sie bietet unter dem Brand “aiaibot” eine cloud-basierte SaaS-Plattform für Conversational AI an, quasi als europäische, DSGVO-konforme Antwort auf die vielen Player aus den USA und Indien, mit Hosting in der Schweiz.

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11. Fazit zu Conversational AI

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AI-unterstützte und automatisierte Kundendialogsysteme sind keine Science-Fiction mehr, sondern werden heute schon in Unternehmen vor allem im Marketing, Verkauf und Kundenservice eingesetzt. Der Hauptvorteil liegt in der rund-um-die-Uhr Erreichbarkeit und im effizienten Einsatz von Ressourcen. 

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In den letzten Monaten hat sich auf der technologischen Seite sehr viel im Bereich Conversational AI getan: vereinfachte Bedienung, breiterer Funktionsumfang, schnellere Umsetzung und grössere Anwendungsbreite sind durch die kontinuierliche Weiterentwicklungen von Software-Anbietern heute Realität. So kommt es zu einer regelrechten Demokratisierung von Conversational AI. 

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Experten gehen davon aus, dass Conversational AI mehr und mehr zu unserem Alltagsleben dazu gehören wird. So sollte sich jedes Unternehmen mit diesem Thema auseinandersetzen; je früher, desto besser. 

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Wenn du noch mehr zu Conversational AI erfahren möchtest, dann kannst du dir gerne die Podcast Episode über Chatbots und Conversational AI anhören. 

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Was meinst du zu Conversational AI? Hast du heute schon Berührungspunkte? Schreib uns einen Kommentar!

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