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Was determiniert die Qualität eines Chatbots aus Kundenperspektive?

Was determiniert die Qualität eines Chatbots aus Kundenperspektive?

          
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About the Book

Studienarbeit aus dem Jahr 2018 im Fachbereich BWL - Customer-Relationship-Management, CRM, Note: 2,0, Westfälische Wilhelms-Universität Münster (Marketing Institut Münster), Sprache: Deutsch, Abstract: Diese Studienarbeit befasst sich mit der Fragestellung "Was determiniert die Qualität eines Chatbots aus Kundenperspektive?" Die Relevanz dieser Thematik bezieht sich auf die fortschreitende Digitalisierung und schlussendlich auf die permanent zunehmende Automatisierung von Kommunikationsprozessen im Servicemanagement. Einer dieser Interaktionskanäle sind die sogenannten Chatbots. Der Begriff "Chatbot" bezeichnet textbasierte KI-Dialogsysteme, die im Rahmen der Mensch-Maschine-Kommunikation mit Konsumenten in den Dialog treten. Aus der Kundenperspektive betrachtet, treten beim Einsatz von Chatbots einige Problemfelder auf, die im weiteren Verlauf angesprochen werden. Seit Ende des 20. Jahrhunderts werden im Servicemanagement verstärkt Call-Center eingesetzt. Diese klassische Art der Kundenbetreuung wird durch den Einsatz von realen Mitarbeitern durchgeführt, welche durch digitale Interaktionen auf die Kundenbedürfnisse eingehen. Das Ziel sollte hierbei stets sein, die Kundenzufriedenheit zu gewährleisten, um eine starke Kundenbindung aufzubauen. Die Verwendung von Chatbots wird in diesem Falle als eine substitutive bzw. zukünftig als disruptive Technologie gesehen, welche möglicherweise das Call-Center ansatzweise bis vollständig verdrängt. Eine der Problematiken von neuen Technologien bzw. Chatbots sind die ersten Berührungs-punkte mit dem Kunden. Hierfür müssen Unternehmen die Perspektive ihrer Kunden und deren Bedürfnisse genau analysieren, um eine Kundenakzeptanz für Chatbots aufzubauen. Für ein authentisches Auftreten ist die Transparenz solcher Medien ein wichtiger Punkt. Die Kunden müssen wissen, dass es sich um eine "Maschine" handelt. Des Weiteren ist die Begrenzung der Themenfelder, welche durch einen Chatbot abgedeckt werden kann, klar zu definieren. B


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Product Details
  • ISBN-13: 9783346401311
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 30
  • Spine Width: 2 mm
  • Width: 148 mm
  • ISBN-10: 3346401316
  • Publisher Date: 29 Mar 2021
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Weight: 50 gr


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