Live chat as preparation for a chatbot
Live chats as preparation for a chatbot? In today’s episode, Massimo Catrambone from Hypothekarbank Lenzburg talks about the development of traditional banking advice towards customer contact via digital channels. About Massimo Catrambone Massimo Catrambone is responsible for the development of e-channel products at Hypothekarbank Lenzburg. He deals with the topic of messengers and bots. […]
Conversational agents in research
In this podcast episode, Edona Elshan tells us about her research into the interaction design of conversational agents and how the topic of chatbots is treated in research. About Edona Elshan Edona Elshan is a doctoral student and research assistant at the Institute of Information Systems at the University of St. Gallen. She conducts […]
AXA’s intent-based chatbot
In this podcast episode, Lorenz Hänggi, Harald Felgner and Marc Saudan from AXA Switzerland talk about AXA’s digital assistant (Ada). Ada is part of AXA Insurance’s DX strategy. The aim of the strategy is to achieve the best digital experience in the Swiss insurance industry. On Lorenz Hänggi, Harald Felgner and Marc Saudan All […]
Tips and tricks: Integrating chatbots into the entire organization
Are you convinced that a chatbot would be perfect for your company, but maybe your team isn’t yet? So you first have to get your team excited about the new technology before you can introduce a chatbot for your customers and potential customers? Then read the following article and learn a simple trick to get […]
Chatbots in the social insurance sector
This podcast episode is all about chatbots in the social insurance sector with Michel Guinot and Urs Wälchli from SVA Aargau. The SVA Aargau is a cantonal administration that deals with social security contributions. As a result, the contact center receives a large number of customer inquiries every day. They are in contact with a […]
4 weeks in Berlin – What I have to say
Today I realized once again how quickly four weeks can pass. Since my Bachelor’s degree, which I completed in Berlin, I’ve only been to the German capital for a long weekend at most. Now, after about nine years, I have rented an apartment in the middle of Berlin Mitte for four weeks and have been […]
So entsteht ein regelbasierter FAQ-Chatbot
FAQs (frequently asked questions) mit einem regelbasierten Chatbot beantworten? Success-Stories, wie die von der Aduno-Gruppe, der Sozialversicherung Aargau oder der Fachhochschule Graubünden zeigen, dass auch regelbasierte Chatbots zum Beantworten von häufigen Fragen eingesetzt werden können. Es muss nicht immer ausschliesslich etwas mit KI (Künstlicher Intelligenz) sein. Was macht der Chatbot der Aduno-Gruppe? Die Aduno-Gruppe hat […]
Insight into theory and practice: chatbots in customer relationships
This podcast combines the theory and practice of chatbots in customer relationships. Anna Rozumowski and Rolf Rellstab both work at the Zurich University of Applied Sciences (ZHAW ), where they are involved in chatbot projects. While Anna has a lot to say about the theory, Rolf shows us how the ZHAW uses chatbots. About […]
What to look out for in a chatbot dialog
About Sunita Maldonado and wemakeit Sunita Maldonado is responsible for digital product design at wemakeit. Your work includes the further development of the platform and new features, user research and copywriting. Sophie discusses wemakeit’s chatbot with her and what you should look out for in a chatbot dialog. Wemakeit is the second largest crowdfunding platform […]
Checklist: Launching a chatbot
Checklists help you not to forget anything essential. It is also easy to forget important steps when introducing chatbots. Below you will find a checklist that will help you not to forget anything important when introducing a chatbot. The list is divided into three different phases: 1. before the project 2. during the project 3. […]
Checklist: Clarify chatbot requirements
The introduction of new technologies can be time-consuming and cost-intensive. It is therefore important that everyone involved feels good about investing in the new technology. Not everyone will need a chatbot right away. Below you will find a checklist that you can use to identify the need for chatbots. You will find out whether it […]
Podcast and interview on the 2020 benchmark study in customer service with a focus on chatbots
About Melanie Müller and the Benchmark Study Melanie Müller is Head of Marketing at Pidas AG, the Customer Care Company. Pidas is a service company in the customer service sector. Among other things, she co-supervised a benchmark study series that Pidas has been conducting for several years together with the Zurich University of Applied Sciences […]
