Early retirement? Capital Withdrawal? Mortgage? The Pension Fund Bot knows the Answer

\n

A look at the websites of pension funds makes it clear. Very many inquiries and their solutions involve filling out forms. For every data change or mutation and every request (e.g., applications for deposits and withdrawals, etc.), there is a corresponding form. The list is long, and it is understandable that customers often have problems finding the right form for their case on the website and then filling it out correctly. As a result, many website visitors give up early on and prefer to contact the employees by phone or email, who then have to spend a lot of time processing the inquiries.

Another area that lends itself to automation via chatbot is the mutation of various data. For private individuals, this concerns, for example:

\n

\n
• Address changes
\n
• Beneficiary changes
\n
• Registration/deregistration of the life partner
\n

\n

For corporate customers, these are mutations such as:

\n

\n
• Staff entry/exit
\n
• Termination of the employment
\n
• Death
\n
• Incapacity to work/disability
\n

\n

With the chatbot, such mutations can be automated end-to-end. The bot can be easily integrated into third-party systems and independently obtains the data required for the mutation from the existing databases by authenticating the requesting customers in advance.

\n\n

The chatbot - a master of diversity

\n

The use cases for pension funds are particularly diverse, as they involve sales, consulting, and administrative tasks, and both existing customers (employees) and corporate customers and potential new customers have to be served. Thus, the use cases for the individual target groups differ from each other and other topics are in the foreground. Bots adapted to the individual target groups can then be placed on the corresponding entry pages of each target group and attend to the appropriate questions and concerns.

For pension funds, the following chatbot deployment areas are mainly suitable:

\n

\n
• As FAQ and info bot:They answer common questions in the chat window and refer to further information or forms stored on the website.
\n
• As consultant bot:They provide information on topics related to the services of the pension fund and, if necessary, refer to the right contact person if they are unable to help.
\n
• As concierge and triage bot:They receive concerns and sort out what they can handle themselves and where human help is needed, solving themselves or forwarding to the right contact person.
\n

\n

With a chatbot, many common processes can be easily automated end-to-end. With the help of integration in third-party systems, even relatively complex use cases. In this way, you increase efficiency in processing customer concerns on the one hand, and reduce the number of direct inquiries to your employees by phone or email on the other.

\n

The result: satisfied customers and employees who are largely relieved of standard concerns and have more time for more demanding tasks, which adds value to their work. And last but not least, your pension fund conveys a positive and modern image to the outside world through the use of innovative digital technologies.

Would you like to learn more about how your pension fund could benefit from these many advantages of a digital helper? Then contact us.

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

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n\n

Early retirement? Early withdrawal of capital? The chatbot tells you how.

\n

Pension funds are in contact with both employers and private customers and spend a lot of time answering questions around their insurance benefits. For many of these questions and concerns, there are standard answers and processes that customers have to go through. These are ideal conditions for the use of a digital helper that is able to process such inquiries independently and automatically 24/7, thereby significantly reducing inquiries via telephone and email. This not only pleases the people seeking advice, but also the employees, who thus have more time in their day-to-day business for complex and demanding customer concerns.

\n

\n

A look at the websites of pension funds makes it clear. Very many inquiries and their solutions involve filling out forms. For every data change or mutation and every request (e.g., applications for deposits and withdrawals, etc.), there is a corresponding form. The list is long, and it is understandable that customers often have problems finding the right form for their case on the website and then filling it out correctly. As a result, many website visitors give up early on and prefer to contact the employees by phone or email, who then have to spend a lot of time processing the inquiries.

Another area that lends itself to automation via chatbot is the mutation of various data. For private individuals, this concerns, for example:

\n

\n
• Address changes
\n
• Beneficiary changes
\n
• Registration/deregistration of the life partner
\n

\n

For corporate customers, these are mutations such as:

\n

\n
• Staff entry/exit
\n
• Termination of the employment
\n
• Death
\n
• Incapacity to work/disability
\n

\n

With the chatbot, such mutations can be automated end-to-end. The bot can be easily integrated into third-party systems and independently obtains the data required for the mutation from the existing databases by authenticating the requesting customers in advance.

\n\n

The chatbot - a master of diversity

\n

The use cases for pension funds are particularly diverse, as they involve sales, consulting, and administrative tasks, and both existing customers (employees) and corporate customers and potential new customers have to be served. Thus, the use cases for the individual target groups differ from each other and other topics are in the foreground. Bots adapted to the individual target groups can then be placed on the corresponding entry pages of each target group and attend to the appropriate questions and concerns.

For pension funds, the following chatbot deployment areas are mainly suitable:

\n

\n
• As FAQ and info bot:They answer common questions in the chat window and refer to further information or forms stored on the website.
\n
• As consultant bot:They provide information on topics related to the services of the pension fund and, if necessary, refer to the right contact person if they are unable to help.
\n
• As concierge and triage bot:They receive concerns and sort out what they can handle themselves and where human help is needed, solving themselves or forwarding to the right contact person.
\n

\n

With a chatbot, many common processes can be easily automated end-to-end. With the help of integration in third-party systems, even relatively complex use cases. In this way, you increase efficiency in processing customer concerns on the one hand, and reduce the number of direct inquiries to your employees by phone or email on the other.

\n

The result: satisfied customers and employees who are largely relieved of standard concerns and have more time for more demanding tasks, which adds value to their work. And last but not least, your pension fund conveys a positive and modern image to the outside world through the use of innovative digital technologies.

Would you like to learn more about how your pension fund could benefit from these many advantages of a digital helper? Then contact us.

\n","topic_ids":[],"html_title":"Early retirement? Capital Withdrawal? Mortgage? The Pension Fund Bot knows the Answer","cloned_from":70277524394,"rss_summary":"

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n","campaign_utm":"KP_PK_April%2022","post_summary":"

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n","published_at":1661789023714,"campaign_name":"KP_PK_April 22","composition_id":0,"featured_image":"https://5893787.fs1.hubspotusercontent-na1.net/hubfs/5893787/Blog_Pensionskassen_DEF_Neues%20Format.png","unpublished_at":0,"layout_sections":{},"page_redirected":false,"placement_guids":[],"published_by_id":4701442,"has_user_changes":true,"legacy_post_guid":"","meta_description":"Chatbots can be used in a variety of ways by pension funds and add great value on both sides.","page_expiry_date":null,"legacy_blog_tabid":null,"tweet_immediately":false,"use_featured_image":true,"last_edit_update_id":null,"page_expiry_enabled":false,"public_access_rules":[],"publish_immediately":true,"attached_stylesheets":[],"featured_image_width":1500,"last_edit_session_id":null,"featured_image_height":527,"scheduled_update_date":0,"link_rel_canonical_url":null,"featured_image_alt_text":"","page_expiry_redirect_id":null,"past_mab_experiment_ids":[],"page_expiry_redirect_url":null,"blog_post_schedule_task_uid":null,"public_access_rules_enabled":false,"blog_publish_to_social_media_task":"DONE_NOT_SENT","enable_google_amp_output_override":false,"blog_publish_instant_email_task_uid":null,"blog_publish_instant_email_campaign_id":null,"blog_publish_instant_email_retry_count":0,"header":null},"metaDescription":"Chatbots can be used in a variety of ways by pension funds and add great value on both sides.","metaKeywords":null,"name":"Early retirement? 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Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n\n

Early retirement? Early withdrawal of capital? The chatbot tells you how.

\n

Pension funds are in contact with both employers and private customers and spend a lot of time answering questions around their insurance benefits. For many of these questions and concerns, there are standard answers and processes that customers have to go through. These are ideal conditions for the use of a digital helper that is able to process such inquiries independently and automatically 24/7, thereby significantly reducing inquiries via telephone and email. This not only pleases the people seeking advice, but also the employees, who thus have more time in their day-to-day business for complex and demanding customer concerns.

\n

\n

A look at the websites of pension funds makes it clear. Very many inquiries and their solutions involve filling out forms. For every data change or mutation and every request (e.g., applications for deposits and withdrawals, etc.), there is a corresponding form. The list is long, and it is understandable that customers often have problems finding the right form for their case on the website and then filling it out correctly. As a result, many website visitors give up early on and prefer to contact the employees by phone or email, who then have to spend a lot of time processing the inquiries.

Another area that lends itself to automation via chatbot is the mutation of various data. For private individuals, this concerns, for example:

\n

\n
• Address changes
\n
• Beneficiary changes
\n
• Registration/deregistration of the life partner
\n

\n

For corporate customers, these are mutations such as:

\n

\n
• Staff entry/exit
\n
• Termination of the employment
\n
• Death
\n
• Incapacity to work/disability
\n

\n

With the chatbot, such mutations can be automated end-to-end. The bot can be easily integrated into third-party systems and independently obtains the data required for the mutation from the existing databases by authenticating the requesting customers in advance.

\n\n

The chatbot - a master of diversity

\n

The use cases for pension funds are particularly diverse, as they involve sales, consulting, and administrative tasks, and both existing customers (employees) and corporate customers and potential new customers have to be served. Thus, the use cases for the individual target groups differ from each other and other topics are in the foreground. Bots adapted to the individual target groups can then be placed on the corresponding entry pages of each target group and attend to the appropriate questions and concerns.

For pension funds, the following chatbot deployment areas are mainly suitable:

\n

\n
• As FAQ and info bot:They answer common questions in the chat window and refer to further information or forms stored on the website.
\n
• As consultant bot:They provide information on topics related to the services of the pension fund and, if necessary, refer to the right contact person if they are unable to help.
\n
• As concierge and triage bot:They receive concerns and sort out what they can handle themselves and where human help is needed, solving themselves or forwarding to the right contact person.
\n

\n

With a chatbot, many common processes can be easily automated end-to-end. With the help of integration in third-party systems, even relatively complex use cases. In this way, you increase efficiency in processing customer concerns on the one hand, and reduce the number of direct inquiries to your employees by phone or email on the other.

\n

The result: satisfied customers and employees who are largely relieved of standard concerns and have more time for more demanding tasks, which adds value to their work. And last but not least, your pension fund conveys a positive and modern image to the outside world through the use of innovative digital technologies.

Would you like to learn more about how your pension fund could benefit from these many advantages of a digital helper? Then contact us.

\n","postBodyRss":"

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n\n

Early retirement? Early withdrawal of capital? The chatbot tells you how.

\n

Pension funds are in contact with both employers and private customers and spend a lot of time answering questions around their insurance benefits. For many of these questions and concerns, there are standard answers and processes that customers have to go through. These are ideal conditions for the use of a digital helper that is able to process such inquiries independently and automatically 24/7, thereby significantly reducing inquiries via telephone and email. This not only pleases the people seeking advice, but also the employees, who thus have more time in their day-to-day business for complex and demanding customer concerns.

\n

\n

A look at the websites of pension funds makes it clear. Very many inquiries and their solutions involve filling out forms. For every data change or mutation and every request (e.g., applications for deposits and withdrawals, etc.), there is a corresponding form. The list is long, and it is understandable that customers often have problems finding the right form for their case on the website and then filling it out correctly. As a result, many website visitors give up early on and prefer to contact the employees by phone or email, who then have to spend a lot of time processing the inquiries.

Another area that lends itself to automation via chatbot is the mutation of various data. For private individuals, this concerns, for example:

\n

\n
• Address changes
\n
• Beneficiary changes
\n
• Registration/deregistration of the life partner
\n

\n

For corporate customers, these are mutations such as:

\n

\n
• Staff entry/exit
\n
• Termination of the employment
\n
• Death
\n
• Incapacity to work/disability
\n

\n

With the chatbot, such mutations can be automated end-to-end. The bot can be easily integrated into third-party systems and independently obtains the data required for the mutation from the existing databases by authenticating the requesting customers in advance.

\n\n

The chatbot - a master of diversity

\n

The use cases for pension funds are particularly diverse, as they involve sales, consulting, and administrative tasks, and both existing customers (employees) and corporate customers and potential new customers have to be served. Thus, the use cases for the individual target groups differ from each other and other topics are in the foreground. Bots adapted to the individual target groups can then be placed on the corresponding entry pages of each target group and attend to the appropriate questions and concerns.

For pension funds, the following chatbot deployment areas are mainly suitable:

\n

\n
• As FAQ and info bot:They answer common questions in the chat window and refer to further information or forms stored on the website.
\n
• As consultant bot:They provide information on topics related to the services of the pension fund and, if necessary, refer to the right contact person if they are unable to help.
\n
• As concierge and triage bot:They receive concerns and sort out what they can handle themselves and where human help is needed, solving themselves or forwarding to the right contact person.
\n

\n

With a chatbot, many common processes can be easily automated end-to-end. With the help of integration in third-party systems, even relatively complex use cases. In this way, you increase efficiency in processing customer concerns on the one hand, and reduce the number of direct inquiries to your employees by phone or email on the other.

\n

The result: satisfied customers and employees who are largely relieved of standard concerns and have more time for more demanding tasks, which adds value to their work. And last but not least, your pension fund conveys a positive and modern image to the outside world through the use of innovative digital technologies.

Would you like to learn more about how your pension fund could benefit from these many advantages of a digital helper? Then contact us.

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

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n\n

Early retirement? Early withdrawal of capital? The chatbot tells you how.

\n

Pension funds are in contact with both employers and private customers and spend a lot of time answering questions around their insurance benefits. For many of these questions and concerns, there are standard answers and processes that customers have to go through. These are ideal conditions for the use of a digital helper that is able to process such inquiries independently and automatically 24/7, thereby significantly reducing inquiries via telephone and email. This not only pleases the people seeking advice, but also the employees, who thus have more time in their day-to-day business for complex and demanding customer concerns.

\n

\n

A look at the websites of pension funds makes it clear. Very many inquiries and their solutions involve filling out forms. For every data change or mutation and every request (e.g., applications for deposits and withdrawals, etc.), there is a corresponding form. The list is long, and it is understandable that customers often have problems finding the right form for their case on the website and then filling it out correctly. As a result, many website visitors give up early on and prefer to contact the employees by phone or email, who then have to spend a lot of time processing the inquiries.

Another area that lends itself to automation via chatbot is the mutation of various data. For private individuals, this concerns, for example:

\n

\n
• Address changes
\n
• Beneficiary changes
\n
• Registration/deregistration of the life partner
\n

\n

For corporate customers, these are mutations such as:

\n

\n
• Staff entry/exit
\n
• Termination of the employment
\n
• Death
\n
• Incapacity to work/disability
\n

\n

With the chatbot, such mutations can be automated end-to-end. The bot can be easily integrated into third-party systems and independently obtains the data required for the mutation from the existing databases by authenticating the requesting customers in advance.

\n\n

The chatbot - a master of diversity

\n

The use cases for pension funds are particularly diverse, as they involve sales, consulting, and administrative tasks, and both existing customers (employees) and corporate customers and potential new customers have to be served. Thus, the use cases for the individual target groups differ from each other and other topics are in the foreground. Bots adapted to the individual target groups can then be placed on the corresponding entry pages of each target group and attend to the appropriate questions and concerns.

For pension funds, the following chatbot deployment areas are mainly suitable:

\n

\n
• As FAQ and info bot:They answer common questions in the chat window and refer to further information or forms stored on the website.
\n
• As consultant bot:They provide information on topics related to the services of the pension fund and, if necessary, refer to the right contact person if they are unable to help.
\n
• As concierge and triage bot:They receive concerns and sort out what they can handle themselves and where human help is needed, solving themselves or forwarding to the right contact person.
\n

\n

With a chatbot, many common processes can be easily automated end-to-end. With the help of integration in third-party systems, even relatively complex use cases. In this way, you increase efficiency in processing customer concerns on the one hand, and reduce the number of direct inquiries to your employees by phone or email on the other.

\n

The result: satisfied customers and employees who are largely relieved of standard concerns and have more time for more demanding tasks, which adds value to their work. And last but not least, your pension fund conveys a positive and modern image to the outside world through the use of innovative digital technologies.

Would you like to learn more about how your pension fund could benefit from these many advantages of a digital helper? Then contact us.

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

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n\n

Early retirement? Early withdrawal of capital? The chatbot tells you how.

\n

Pension funds are in contact with both employers and private customers and spend a lot of time answering questions around their insurance benefits. For many of these questions and concerns, there are standard answers and processes that customers have to go through. These are ideal conditions for the use of a digital helper that is able to process such inquiries independently and automatically 24/7, thereby significantly reducing inquiries via telephone and email. This not only pleases the people seeking advice, but also the employees, who thus have more time in their day-to-day business for complex and demanding customer concerns.

\n

\n

A look at the websites of pension funds makes it clear. Very many inquiries and their solutions involve filling out forms. For every data change or mutation and every request (e.g., applications for deposits and withdrawals, etc.), there is a corresponding form. The list is long, and it is understandable that customers often have problems finding the right form for their case on the website and then filling it out correctly. As a result, many website visitors give up early on and prefer to contact the employees by phone or email, who then have to spend a lot of time processing the inquiries.

Another area that lends itself to automation via chatbot is the mutation of various data. For private individuals, this concerns, for example:

\n

\n
• Address changes
\n
• Beneficiary changes
\n
• Registration/deregistration of the life partner
\n

\n

For corporate customers, these are mutations such as:

\n

\n
• Staff entry/exit
\n
• Termination of the employment
\n
• Death
\n
• Incapacity to work/disability
\n

\n

With the chatbot, such mutations can be automated end-to-end. The bot can be easily integrated into third-party systems and independently obtains the data required for the mutation from the existing databases by authenticating the requesting customers in advance.

\n\n

The chatbot - a master of diversity

\n

The use cases for pension funds are particularly diverse, as they involve sales, consulting, and administrative tasks, and both existing customers (employees) and corporate customers and potential new customers have to be served. Thus, the use cases for the individual target groups differ from each other and other topics are in the foreground. Bots adapted to the individual target groups can then be placed on the corresponding entry pages of each target group and attend to the appropriate questions and concerns.

For pension funds, the following chatbot deployment areas are mainly suitable:

\n

\n
• As FAQ and info bot:They answer common questions in the chat window and refer to further information or forms stored on the website.
\n
• As consultant bot:They provide information on topics related to the services of the pension fund and, if necessary, refer to the right contact person if they are unable to help.
\n
• As concierge and triage bot:They receive concerns and sort out what they can handle themselves and where human help is needed, solving themselves or forwarding to the right contact person.
\n

\n

With a chatbot, many common processes can be easily automated end-to-end. With the help of integration in third-party systems, even relatively complex use cases. In this way, you increase efficiency in processing customer concerns on the one hand, and reduce the number of direct inquiries to your employees by phone or email on the other.

\n

The result: satisfied customers and employees who are largely relieved of standard concerns and have more time for more demanding tasks, which adds value to their work. And last but not least, your pension fund conveys a positive and modern image to the outside world through the use of innovative digital technologies.

Would you like to learn more about how your pension fund could benefit from these many advantages of a digital helper? Then contact us.

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

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n\n

Early retirement? Early withdrawal of capital? The chatbot tells you how.

\n

Pension funds are in contact with both employers and private customers and spend a lot of time answering questions around their insurance benefits. For many of these questions and concerns, there are standard answers and processes that customers have to go through. These are ideal conditions for the use of a digital helper that is able to process such inquiries independently and automatically 24/7, thereby significantly reducing inquiries via telephone and email. This not only pleases the people seeking advice, but also the employees, who thus have more time in their day-to-day business for complex and demanding customer concerns.

\n

\n

A look at the websites of pension funds makes it clear. Very many inquiries and their solutions involve filling out forms. For every data change or mutation and every request (e.g., applications for deposits and withdrawals, etc.), there is a corresponding form. The list is long, and it is understandable that customers often have problems finding the right form for their case on the website and then filling it out correctly. As a result, many website visitors give up early on and prefer to contact the employees by phone or email, who then have to spend a lot of time processing the inquiries.

Another area that lends itself to automation via chatbot is the mutation of various data. For private individuals, this concerns, for example:

\n

\n
• Address changes
\n
• Beneficiary changes
\n
• Registration/deregistration of the life partner
\n

\n

For corporate customers, these are mutations such as:

\n

\n
• Staff entry/exit
\n
• Termination of the employment
\n
• Death
\n
• Incapacity to work/disability
\n

\n

With the chatbot, such mutations can be automated end-to-end. The bot can be easily integrated into third-party systems and independently obtains the data required for the mutation from the existing databases by authenticating the requesting customers in advance.

\n\n

The chatbot - a master of diversity

\n

The use cases for pension funds are particularly diverse, as they involve sales, consulting, and administrative tasks, and both existing customers (employees) and corporate customers and potential new customers have to be served. Thus, the use cases for the individual target groups differ from each other and other topics are in the foreground. Bots adapted to the individual target groups can then be placed on the corresponding entry pages of each target group and attend to the appropriate questions and concerns.

For pension funds, the following chatbot deployment areas are mainly suitable:

\n

\n
• As FAQ and info bot:They answer common questions in the chat window and refer to further information or forms stored on the website.
\n
• As consultant bot:They provide information on topics related to the services of the pension fund and, if necessary, refer to the right contact person if they are unable to help.
\n
• As concierge and triage bot:They receive concerns and sort out what they can handle themselves and where human help is needed, solving themselves or forwarding to the right contact person.
\n

\n

With a chatbot, many common processes can be easily automated end-to-end. With the help of integration in third-party systems, even relatively complex use cases. In this way, you increase efficiency in processing customer concerns on the one hand, and reduce the number of direct inquiries to your employees by phone or email on the other.

\n

The result: satisfied customers and employees who are largely relieved of standard concerns and have more time for more demanding tasks, which adds value to their work. And last but not least, your pension fund conveys a positive and modern image to the outside world through the use of innovative digital technologies.

Would you like to learn more about how your pension fund could benefit from these many advantages of a digital helper? Then contact us.

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

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n","postSummaryRss":"

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n","postTemplate":"generated_layouts/33334277900.html","previewImageSrc":null,"previewKey":"SsFTQmpW","previousPostFeaturedImage":"https://5893787.fs1.hubspotusercontent-na1.net/hubfs/5893787/Blog_Bevo%CC%88lkerungsdienste.png","previousPostFeaturedImageAltText":"","previousPostName":"The Chatbot makes Contact with Authorities easy and uncomplicated","previousPostSlug":"en/blog/the-chatbot-makes-contact-with-authorities-easy-and-uncomplicated","processingStatus":"PUBLISHED","propertyForDynamicPageCanonicalUrl":null,"propertyForDynamicPageFeaturedImage":null,"propertyForDynamicPageMetaDescription":null,"propertyForDynamicPageSlug":null,"propertyForDynamicPageTitle":null,"publicAccessRules":[],"publicAccessRulesEnabled":false,"publishDate":1661789023000,"publishDateLocalTime":1661789023000,"publishDateLocalized":{"date":1661789023000,"format":"d.M.yyyy","language":"en"},"publishImmediately":true,"publishTimezoneOffset":null,"publishedAt":1661789023714,"publishedByEmail":null,"publishedById":4701442,"publishedByName":null,"publishedUrl":"https://www.aiaibot.com/en/blog/the-pension-fund-bot-knows-the-answer","resolvedDomain":"www.aiaibot.com","resolvedLanguage":null,"rssBody":"

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

\n\n

Early retirement? Early withdrawal of capital? The chatbot tells you how.

\n

Pension funds are in contact with both employers and private customers and spend a lot of time answering questions around their insurance benefits. For many of these questions and concerns, there are standard answers and processes that customers have to go through. These are ideal conditions for the use of a digital helper that is able to process such inquiries independently and automatically 24/7, thereby significantly reducing inquiries via telephone and email. This not only pleases the people seeking advice, but also the employees, who thus have more time in their day-to-day business for complex and demanding customer concerns.

\n

\n

A look at the websites of pension funds makes it clear. Very many inquiries and their solutions involve filling out forms. For every data change or mutation and every request (e.g., applications for deposits and withdrawals, etc.), there is a corresponding form. The list is long, and it is understandable that customers often have problems finding the right form for their case on the website and then filling it out correctly. As a result, many website visitors give up early on and prefer to contact the employees by phone or email, who then have to spend a lot of time processing the inquiries.

Another area that lends itself to automation via chatbot is the mutation of various data. For private individuals, this concerns, for example:

\n

\n
• Address changes
\n
• Beneficiary changes
\n
• Registration/deregistration of the life partner
\n

\n

For corporate customers, these are mutations such as:

\n

\n
• Staff entry/exit
\n
• Termination of the employment
\n
• Death
\n
• Incapacity to work/disability
\n

\n

With the chatbot, such mutations can be automated end-to-end. The bot can be easily integrated into third-party systems and independently obtains the data required for the mutation from the existing databases by authenticating the requesting customers in advance.

\n\n

The chatbot - a master of diversity

\n

The use cases for pension funds are particularly diverse, as they involve sales, consulting, and administrative tasks, and both existing customers (employees) and corporate customers and potential new customers have to be served. Thus, the use cases for the individual target groups differ from each other and other topics are in the foreground. Bots adapted to the individual target groups can then be placed on the corresponding entry pages of each target group and attend to the appropriate questions and concerns.

For pension funds, the following chatbot deployment areas are mainly suitable:

\n

\n
• As FAQ and info bot:They answer common questions in the chat window and refer to further information or forms stored on the website.
\n
• As consultant bot:They provide information on topics related to the services of the pension fund and, if necessary, refer to the right contact person if they are unable to help.
\n
• As concierge and triage bot:They receive concerns and sort out what they can handle themselves and where human help is needed, solving themselves or forwarding to the right contact person.
\n

\n

With a chatbot, many common processes can be easily automated end-to-end. With the help of integration in third-party systems, even relatively complex use cases. In this way, you increase efficiency in processing customer concerns on the one hand, and reduce the number of direct inquiries to your employees by phone or email on the other.

\n

The result: satisfied customers and employees who are largely relieved of standard concerns and have more time for more demanding tasks, which adds value to their work. And last but not least, your pension fund conveys a positive and modern image to the outside world through the use of innovative digital technologies.

Would you like to learn more about how your pension fund could benefit from these many advantages of a digital helper? Then contact us.

","rssSummary":"

Chatbots are already almost standard for insurance companies in Switzerland, as they are ideally suited to support customers online and around the clock with questions and concerns about insurance topics.

\n

Pension funds that deal with similar issues can also benefit from the advantages of the digital assistant and thus provide their customers with great added value. Nevertheless, pension funds are currently still making little use of this possibility. In this article, we show the ways in which chatbots can also be used very beneficially by pension funds.

\n

Various beneficial areas of application are conceivable for pension funds. Let's first take a closer look at the questions and concerns that are frequently asked of pension fund employees and how a chatbot can optimally support the processing of these inquiries.

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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.

","tag":"module","title":"Meet us!","type":"module","widget_name":"ab19 - event list banner","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"deleted_at":1570801366190,"id":"module_156516034530496","label":"ab19 - event list banner","module_id":8882523,"name":"module_156516034530496","order":9,"smart_type":null,"type":"module"},"module_1570793873249181":{"body":{"definition_id":null,"field_types":{"blog_subtitle":"richtext","blog_title":"text"},"module_id":9631955,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog-title-and-subtitle","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab19 - blog title and subtitle","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"deleted_at":1570801366190,"id":"module_1570793873249181","label":"ab19 - blog title and subtitle","module_id":9631955,"name":"module_1570793873249181","order":11,"smart_type":null,"type":"module"},"module_157079852238250":{"body":{"definition_id":null,"field_types":{"background_image":"image","header":"text","post_author":"group","subheader":"richtext"},"module_id":9632248,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog-main-post-tile","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab19 - blog-main-post-tile","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"deleted_at":1570801366190,"id":"module_157079852238250","label":"ab19 - blog-main-post-tile","module_id":9632248,"name":"module_157079852238250","order":13,"smart_type":null,"type":"module"},"module_1570801060588183":{"body":{"background_image_desktop":{"alt":"wave-bg-feature","height":570,"src":"https://f.hubspotusercontent30.net/hubfs/5893787/clickray/aiaibot19/backgrounds/wave-bg-feature.png","width":3840},"background_image_mobile2":{"alt":"team-page-bg-mobile","height":189,"src":"https://f.hubspotusercontent30.net/hubfs/5893787/team-page-bg-mobile.png","width":320},"by":"von","created":"Veröffentlicht am","definition_id":null,"field_types":{"back_button_text":"text","background_image_desktop":"image","background_image_mobile2":"image"},"module_id":"9632366","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","socials":[{"icon":{"alt":"facebook","height":28,"max_height":28,"max_width":13,"size_type":"auto","src":"https://cdn2.hubspot.net/hubfs/5893787/facebook.svg","width":13},"link_field":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":null,"href":"","type":"EXTERNAL"}}},{"icon":{"alt":"linkedin","height":22,"max_height":22,"max_width":24,"size_type":"auto","src":"https://cdn2.hubspot.net/hubfs/5893787/Aiaibot_July2019%20Theme/Images/linkedin.svg","width":24},"link_field":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":null,"href":"","type":"EXTERNAL"}}},{"icon":{"alt":"mail","height":21,"max_height":21,"max_width":28,"size_type":"auto","src":"https://cdn2.hubspot.net/hubfs/5893787/mail.svg","width":28},"link_field":{"no_follow":false,"open_in_new_tab":false,"url":{"content_id":null,"href":"","type":"EXTERNAL"}}}],"tag":"module","type":"module","widget_name":"ab19 - blog single banner","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"id":"module_1570801060588183","name":"module_1570801060588183","order":13,"smart_type":null,"styles":{},"type":"module"},"module_1570801221814203":{"body":{"definition_id":null,"field_types":{"first_title":"richtext","row":"group"},"module_id":9632495,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog single details","per_widget_wrapper_html":"","row":[{"content":"

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.

\n

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.

\n

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

"}],"smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab19 - blog single details","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"deleted_at":1594382065279,"id":"module_1570801221814203","label":"ab19 - blog single details","module_id":9632495,"name":"module_1570801221814203","order":15,"smart_type":null,"type":"module"},"module_1571049879525321":{"body":{"author_position":"","definition_id":null,"field_types":{"author_position":"text","author_url":"link","custom_author":"text"},"module_id":9652466,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog single author","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","tag":"module","type":"module","widget_name":"ab19 - blog single author","wrap_field_tag":"div","wrapping_html":""},"child_css":{},"css":{},"id":"module_1571049879525321","label":"ab19 - blog single author","module_id":9652466,"name":"module_1571049879525321","order":21,"smart_type":null,"styles":{},"type":"module"},"module_1571053087072417":{"body":{"definition_id":null,"field_types":{"form_background_image":"image","maling_form":"form","text_before_form":"richtext"},"maling_form":{"form_id":"a5022507-dadb-457d-ba6e-b03993d169c1","form_type":"HUBSPOT","gotowebinar_webinar_key":null,"message":"Vielen Dank für das Einsenden des Formulars.","response_type":"inline"},"module_id":9653771,"path":"/clickray/aiaibot19/modules/blog/ab19 - blog single mailing form","per_widget_wrapper_html":"","smart_objects":null,"smart_type":"NOT_SMART","tag":"module","text_before_form":"

Du möchtest mehr über Chatbots erfahren?

\n

Das geht ganz einfach. Hinterlasse uns deine E-Mailadresse und wir senden dir regelmässig spannende News rund um Chatbots.

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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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3. Warum Conversational AI?

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

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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. 

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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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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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