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Vertrauen in automatisierte Kundendialoge

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Kundendialog-Management

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Zusammenfassung

Vertrauen ist ein wichtiger Aspekt in Kundenbeziehungen. Haben Kundinnen und Kunden kein Vertrauen in eine Unternehmung, eine Marke oder ein Produkt, werden sie sich für eine andere/ein anderes – vertrauenswürdigere/s – entscheiden. Die digitale Transformation schreitet zunehmend voran, und Unternehmen müssen Prozesse effizienter gestalten, wobei der Einsatz von automatisierten Kundendialogen ein wichtiger Aspekt ist. In diesem Kapitel wird erläutert, wie Vertrauen in automatisierten Kundendialogen entstehen kann. Zu Beginn des Kapitels wird beschrieben, wie Vertrauen definiert werden kann und welche Aspekte beim Thema Vertrauen relevant sind. In Verkaufsgesprächen spielt die Wahrnehmung der Verkaufsperson eine wichtige Rolle, und dies beeinflusst auch die Entscheidung für oder gegen einen Kauf. Das Konzept kann auf digitale Kundendialoge übertragen werden. Denn auch bei Konversationen mit einem Chatbot (automatisierte Kundendialoge) spielt das Vertrauen eine wichtige Rolle. Das Kapitel erläutert verschiedene Erfolgsfaktoren und endet mit Tipps für die Umsetzung in der Praxis.

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Authors and Affiliations

  1. FHNW Fachhochschule Nordwestschweiz, Olten, Schweiz

    Anna V. Rozumowski & Marc K. Peter

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  1. Anna V. Rozumowski
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  2. Marc K. Peter
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Correspondence to Anna V. Rozumowski .

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  1. Institut für Finanzdienstleistungen Zug IFZ, Hochschule Luzern Wirtschaft, Rotkreuz, Schweiz

    Nils Hafner

  2. Institut für Finanzdienstleistungen Zug IFZ, Hochschule Luzern Wirtschaft, Rotkreuz, Schweiz

    Sophie Hundertmark

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Rozumowski, A.V., Peter, M.K. (2024). Vertrauen in automatisierte Kundendialoge. In: Hafner, N., Hundertmark, S. (eds) Kundendialog-Management. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-42851-8_11

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  • DOI: https://doi.org/10.1007/978-3-658-42851-8_11

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