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Chatbots im Kundenservice: Selfservice-Lösungen

In: Services Management und Künstliche Intelligenz

Author

Listed:
  • Roman Senger

    (Empolis Information Manageent GmbH)

Abstract

Zusammenfassung Die Integration von Large Language Models (LLM) wie ChatGPT revolutioniert den Kundenservice, da sie traditionelle, regelbasierte Chatbots durch intuitive, dialogorientierte Interaktionen ersetzen. Diese Entwicklung ermöglicht es Unternehmen, die Kundenkommunikation zu personalisieren und zu optimieren, was zu erhöhter Zufriedenheit und Effizienz führt. LLM überwinden die Grenzen herkömmlicher Systeme, erkennen Kontext und Emotionen und ermöglichen einen natürlichen Gesprächsfluss. Der strategische Einsatz dieser Technologie verspricht signifikante Vorteile für Unternehmen, darunter verbesserte Kundenbindung, Kosteneinsparungen und ein starker Wettbewerbsvorteil. Dieser Beitrag beleuchtet den entscheidenden Wendepunkt in der Kundeninteraktion durch LLM-basierte Chatbots und skizziert die Chancen und Herausforderungen für den modernen Kundenservice.

Suggested Citation

  • Roman Senger, 2025. "Chatbots im Kundenservice: Selfservice-Lösungen," Springer Books, in: Kai Altenfelder & Sonja Kieffer-Radwan & Dieter Schönfeld (ed.), Services Management und Künstliche Intelligenz, chapter 3, pages 39-54, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-46665-7_3
    DOI: 10.1007/978-3-658-46665-7_3
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