Bots (chatbots) are particularly at home in the fields of artificial intelligence, digital transformation, eCommerce and digital commerce. They are programmes that have been developed in such a way that they can communicate with people automatically - usually via text messages. We encounter bots, especially chatbots, in everyday life, for example when shopping online, when someone enquires about our wishes in the chat window at the bottom right of the screen.
These clever helpers answer frequently asked questions, provide information on products or even fulfil orders. They use artificial intelligence to recognise the user's intentions and provide suitable answers. This makes it easier for companies to be available around the clock and provide rapid assistance without an employee having to intervene directly.
An illustrative example: You visit your electricity provider's website. A chatbot automatically asks how it can help. You type in your question about your last bill and the bot immediately provides you with the information you need or forwards you to the right contact person - easily, without having to wait on hold and at any time of day. This is how bots (chatbots) make digital customer service faster and more efficient.
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