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Whether for making an appointment, advising on products and services, or assisting in the search for information on the website - chatbots are gaining more and more awareness and popularity. In February 2021, a study was conducted together with the Zurich University of Applied Sciences (ZHAW) to analyze, among other things, the use and experience of users with chatbots. Of particular interest is the specific usage behavior. Chatbots can already be found in many places, but how and where are they best used?
The Chatbot Study 2021 showed that most users prefer to communicate in writing rather than via voice message, which is why they prefer chatbots to speech-controlled voicebots so far. This could also be due to their lack of experience, because so far most respondents have had contact exclusively with chatbots and only just 36 % with a voicebot. Only one in five respondents can currently imagine interacting with a voicebot in the future.
In the evening from home
Most interactions with chatbots take place outside working hours. Users most frequently communicate with chatbots in the evening (31.2 %) or on weekends (21.4 %). 
Therefore, the time flexibility of chatbots, which makes it possible to resolve requests outside business hours, is highly appreciated. End users chat most frequently with bots on the desktop or smartphone. These devices are more popular in terms of user experience than others such as the tablet. The smartphone, which is almost always with us, is very popular due to the flexible and location-independent application options.
When asked where end users would be most likely to imagine a chatbot, they most often mentioned the website. However, apps that directly integrate a chatbot are also conceivable for them. Many companies offer their customers applications to manage their eBanking, for example. If questions arise when using such a service, they can be clarified quickly and easily via chatbot. Chatbots have been interacted with somewhat less often on WhatsApp or Facebook Messenger so far.
No matter what time, device, or on which touchpoint the chatbot is contacted, the customer experience is always identical and unbiased. This neutrality, together with the speed with which help is provided, offers the greatest added value for users. The automation of certain processes with the help of a chatbot is certainly worthwhile for companies, and many other innovative fields of application are thinkable here.
As trust in chatbots grows, nothing stands in the way of positive chatbot experiences for users and companies. When developing a company's own chatbot, it is important to consider which device and which touchpoints the target group is most likely to use, at what time they mainly do this, and of course, in particular, which use cases are best suited for processing via a chatbot in order to achieve the best results. It is recommended to implement the chatbot on the website first, as this is less complicated to realize than on other touchpoints.
Based on these findings, it is then possible to determine which type of chatbot is most suitable.
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