Chatbots: VIER Smart Dialog meets consumer expectations

Last updated: 18.10.2024 10:00

AI-based chatbots are now a good way for companies to automatically help their customers via the website, answer questions and provide information - around the clock and in high quality. But what does the ideal chatbot offer look like and what do consumers expect? A study provides answers.

Nordlight Research has examined the requirements of consumers:

One of the most important expectations of consumers (51 percent) is the ability to seamlessly switch to a human customer service representative when needed.
41 percent think it is important that companies clearly communicate when intelligent chatbots and human service employees are used.
The majority of consumers attach importance to a chatbot recognizing and taking into account personal expectations and interests.
97 percent expect chatbots to provide support in German, 47 percent also in English - younger people even expect this in 71 percent of cases.
Most consumers prefer to communicate with chatbots via text input (41%) or via text and voice input (34%), and only rarely exclusively via voice input (13%).

“From our experience with hundreds of chatbots and voicebots that we have built for and with our customers, we can basically confirm these key expectations - however, we currently see voicebots being used much more than chatbots in customer service,” says VIER Head of Product Management AI Dr. Ralf Nikolai, commenting on the results. “The requirement to know whether I'm talking to an AI or a human and the ability to seamlessly hand over to a human service employee naturally apply just as much to voicebots,” adds Dr. Ralf Nikolai. “With our VIER Smart Dialog product for chat and voice, we are therefore fulfilling precisely these expectations.”

Further results also show the preferred uses of AI-based chatbots:

Energy customers would like to use AI chatbots more for information about current products (37%) and for contract management (36%).
Insurance customers (37%) and bank customers (41%) are particularly interested in making appointments with their provider.
Telecommunications customers would particularly like to provide their providers with feedback and complaints via a chatbot (27%).

Author:

Susanne Feldt

Corporate Communications

VIER

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