{"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":"

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. <\/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

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

Doch springen wir nun in das hier und jetzt. Wie sieht es heute aus?<\/strong><\/p>\n

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

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

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

Die Technik ist bereit! Sind Sie es auch? Es ist die Zeit zu handeln!<\/strong><\/p>\n

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

Sven Schuhknecht (Senior Consultant \u2013 Deliberate GmbH)<\/em><\/p>\n

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":"

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. 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 […]<\/p>\n","protected":false},"author":3,"featured_media":2480,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","tve_updated_post":"

BOTs in customer service - not science fiction, but an important supplementary building block for providing optimum customer service at all times and in every situation.<\/strong><\/p>

A lurid title, you might think, which sounds more like a good Hollywood blockbuster than something to do with customer service? But you are wrong! Let's take a look into the future together.<\/p>

But let's start with a little look into the past. The topic of automation has been with us for a very long time. And especially in times of shortages or crises, people have always found ways and methods to find solutions, reduce costs, compensate for a shortage or minimize risks. In most cases, processes were standardized, optimized and supporting tools were introduced. A pioneer in this respect was certainly Henry Ford with his introduction of assembly line assembly. However, approaches can also be found in the more recent past, for example in simple more or less intelligent FAQ and knowledge management systems. The topics BOT as well as Robotic Process Automation (RPA) and related solutions have already started their triumphal procession in the recent past.<\/p>

But let's jump into the here and now. What is the situation today?<\/span><\/strong><\/p>

Many of our customers and interested parties are now dealing with the topic of BOT. Use cases, which in the past were mapped on simple mostly DTMF based IVR systems or simple FAQ's, are ported to BOT solutions and further application scenarios in the environment of standardized processes are being looked for. The fact is that today BOT solutions are very well able to automate interaction processes and to a large extent can also serve them without the intervention of an agent. And a wide variety of approaches and solutions already exist for the so-called hybrid models BOT + agent.<\/p>

And it is precisely this initial situation that I would like to use as the starting point for my outlook into the future. Another important fact is the current geopolitical crisis situation and the associated economic development trends. Everything is geared towards digitization. Whereas reactive crisis management is currently still being practiced in order to let employees work at home and to be able to offer at least the simplest customer service, this will quickly change into proactive action. This means analyzing the problems that have arisen with today's crisis and quickly recognizing the need to be better prepared for such new situations. Automation will be even more in focus.

Based on the findings, this will mean that, among other things, employee shortages and thus declining accessibility will have to be addressed. Cloud solutions and home offices are not the only things that will help here. Rather, it will lead to a further push in the direction of Robotic Process Automation (RPA) in customer service. BOT solutions (whether chat BOT or voice BOT) will be increasingly introduced in order to be able to offer optimum customer service even when employee resources are no longer available. And this will not only be helpful in times of crisis, but will also save costs and process times in quiet times, thus contributing to the success of companies.<\/p>

The technology is ready! Are you? It is the time to act!<\/strong><\/p>

We at Deliberate will be happy to accompany you in this introduction process, advise you on which application scenarios can be implemented and how sensibly, and will also be happy to implement the right solution for you based on Genesys Cloud in conjunction with solutions such as Google Dialogflow, Amazon LEX or Microsoft LUIS.<\/p><\/div>

Sven Schuhknecht (Senior Consultant - Deliberate GmbH)<\/em><\/p><\/div>

At Deliberate, we are happy to help you take your customer service to the next level.<\/p><\/div>

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