{"id":3406,"date":"2020-04-30T15:25:51","date_gmt":"2020-04-30T13:25:51","guid":{"rendered":"https:\/\/deliberate.de\/2020\/04\/30\/rise-of-the-bots-in-customer-service\/"},"modified":"2021-02-19T14:09:46","modified_gmt":"2021-02-19T13:09:46","slug":"rise-of-the-bots-in-customer-service","status":"publish","type":"post","link":"https:\/\/deliberate.de\/en\/2020\/04\/30\/rise-of-the-bots-in-customer-service\/","title":{"rendered":"Rise of the Bots in Customer Service"},"content":{"rendered":"<p style=\"text-align: justify;\"><strong><span style=\"font-size: 18px;\">BOTs im Kundenservice \u2013 keine Science-Fiction, sondern ein wichtiger erg\u00e4nzender Baustein, um jederzeit und in jeder Situation optimalen Kundenservice bieten zu k\u00f6nnen.&nbsp;<\/span><\/strong>Ein rei\u00dferischer Titel, m\u00f6chte man sicherlich meinen, welcher sich mehr nach einem guten Blockbuster aus Hollywood anh\u00f6rt, als das es etwas mit Kundenservice zu tun haben mag? Doch damit liegen Sie falsch! Lassen Sie uns gemeinsam einen Blick in die Zukunft werfen.<\/p>\n<p style=\"text-align: justify;\">Fangen wir hierzu aber mit einem kleinen Blick in die Vergangenheit an. Das Thema Automatisierung begleitet uns schon sehr lange. Und im Speziellen in Zeiten von Mangel oder Krisen fand man immer wieder Wege und Methoden, um L\u00f6sungen zu finden, Kosten zu reduzieren, einen Mangel auszugleichen oder Risiken zu minimieren. Hierbei wurden meist Prozesse standardisiert, optimiert und unterst\u00fctzende Werkzeuge eingef\u00fchrt. Ein Pionier hierbei war sicherlich Henry Ford mit seiner Einf\u00fchrung der Flie\u00dfbandmontage. Doch auch in j\u00fcngerer Vergangenheit findet man Ans\u00e4tze, wie z.B. bei einfachen mehr oder minder intelligenten FAQ- und Wissensmanagementsystemen. Die Themen BOT sowie Robotic Process Automation (RPA) und damit verbundene L\u00f6sungen haben hierbei bereits in j\u00fcngster Vergangenheit ihren Siegeszug begonnen.<\/p>\n<p style=\"text-align: justify;\"><strong>Doch springen wir nun in das hier und jetzt. Wie sieht es heute aus?<\/strong><\/p>\n<p style=\"text-align: justify;\">Sehr viele unserer Kunden und Interessenten besch\u00e4ftigen sich mittlerweile mit dem Thema BOT. Anwendungsf\u00e4lle, welche in der Vergangenheit auf einfachen meist DTMF basierten IVR Systemen oder einfachen FAQ\u2018s abgebildet wurden, werden auf BOT-L\u00f6sungen portiert und nach weiteren Anwendungsszenarien im Umfeld standardisierter Prozesse Ausschau gehalten. Fakt ist, dass heute BOT L\u00f6sungen sehr gut in der Lage sind, Interaktionsprozesse zu automatisieren und in weiten Teilen ohne Zutun eines Agenten diese auch bedienen k\u00f6nnen. Und auch f\u00fcr die sogenannten Hybridmodelle BOT + Agent existieren bereits verschiedenste Ans\u00e4tze und L\u00f6sungen.<\/p>\n<p style=\"text-align: justify;\">Und genau diese Ausgangssituation m\u00f6chte ich als Ausgangsbasis f\u00fcr meinen Ausblick in die Zukunft zugrunde legen. Als weiterer wichtiger Fakt liegt zus\u00e4tzlich die aktuelle geopolitische Krisenlage und die damit verbundenen wirtschaftlichen Entwicklungstendenzen zu Grunde. Alles steht auf Digitalisierung, wo derzeit noch reaktives Krisenmanagement betrieben wird, um Mitarbeiter zu Hause arbeiten zu lassen und wenigstens einfachsten Kundenservice bieten zu k\u00f6nnen, wird sich dies schnell in ein proaktives Handeln wandeln. Dies bedeutet, man wird die mit der heutigen Krise entstandenen Probleme analysieren und schnell erkennen, dass man besser auf solche neuen Situationen vorbereitet sein muss. Automatisierung wird noch mehr im Fokus stehen.<\/p>\n<p style=\"text-align: justify;\">Basierend auf den Erkenntnissen wird dies bedeuten, dass u.a. Mitarbeitermangel und damit sinkende Erreichbarkeit aufgefangen werden muss. Hier helfen nicht nur Cloudl\u00f6sungen und Homeoffice. Es wird vielmehr dazu f\u00fchren, dass im Kundenservice ein weiterer Schub in Richtung Robotic Process Automation (RPA) erfolgen wird. BOT-L\u00f6sungen (gleich ob Chat-BOT oder Voice-BOT) werden vermehrt eingef\u00fchrt, um so auch bei dem Wegfall von Mitarbeiterressourcen einen optimalen Kundenservice bieten zu k\u00f6nnen. Und dies wird nicht nur in Krisenzeiten hilfreich sein, sondern auch in ruhigen Zeiten Kosten und Prozesszeiten sparen und somit einen Beitrag f\u00fcr den Erfolg von Unternehmen leisten.<\/p>\n<p style=\"text-align: justify;\"><strong>Die Technik ist bereit! Sind Sie es auch? Es ist die Zeit zu handeln!<\/strong><\/p>\n<p style=\"text-align: justify;\">Wir als Deliberate begleiten Sie sehr gern bei diesem Einf\u00fchrungsprozess, beraten Sie, welche Anwendungsszenarien wie sinnvoll umgesetzt werden k\u00f6nnen und implementieren Ihnen auch gern die passende L\u00f6sung auf Basis Genesys Cloud in Verbindung mit L\u00f6sungen wie Google Dialogflow, Amazon LEX oder Microsoft LUIS.<\/p>\n<p style=\"text-align: right;\"><em>Sven Schuhknecht (Senior Consultant \u2013 Deliberate GmbH)<\/em><\/p>\n<p style=\"text-align: center;\">Wir als Deliberate helfen gern auch Ihnen, Ihren Kundenservice auf ein neues Level zu heben.Sprechen Sie uns an.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>BOTs im Kundenservice \u2013 keine Science-Fiction, sondern ein wichtiger erg\u00e4nzender Baustein, um jederzeit und in jeder Situation optimalen Kundenservice bieten zu k\u00f6nnen.&nbsp;Ein rei\u00dferischer Titel, m\u00f6chte man sicherlich meinen, welcher sich mehr nach einem guten Blockbuster aus Hollywood anh\u00f6rt, als das es etwas mit Kundenservice zu tun haben mag? Doch damit liegen Sie falsch! Lassen Sie [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":2480,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[35,25],"tags":[],"class_list":["post-3406","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-professional-article","category-uncategorized","post-wrapper","thrv_wrapper"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Rise of the Bots in Customer Service - Deliberate GmbH<\/title>\n<meta name=\"description\" content=\"BOTs in customer service with Genesys Cloud - an important supplementary building block for providing optimum customer service at all times and in every situation.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/deliberate.de\/en\/2020\/04\/30\/rise-of-the-bots-in-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rise of the Bots in Customer Service\" \/>\n<meta property=\"og:description\" content=\"BOTs in customer service with Genesys Cloud - 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