Skip to main content
Springer Nature Link
Log in

Chatbots im Kundenservice: Ein Verfahren zur Kosten-Nutzen-Analyse

  • Schwerpunkt
  • Chatbots im Kundenservice
  • Published:
Wirtschaftsinformatik & Management Aims and scope

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Subscribe and save

Springer+ Basic
$34.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Links und Literatur

  1. BSI (2017): Multichannel-Kundenservice im 2017: Mehr Kanäle, aber mangelnde Integration. Abgerufen von https://www.bsi-software.com/ch-de/umfragen/detailansicht/multichannel-kundenservice-im-2017-mehr-kanaele-aber-mangelnde-integration.html

    Google Scholar 

  2. Chakrabarti, C. & Luger, G. F. (2015): Artificial conversations for customer service chatter bots: Architecture, algorithms, and evaluation metrics. Expert Systems with Applications, 42(20), 6878–6897.

    Article  Google Scholar 

  3. Etlinger, S. (2017): The Conversational Business: How chatbots will reshape digital experiences. Altimeter Group — Research Reports, 1–29.

    Google Scholar 

  4. Gartner (2017): Predicts 2017: Lead, Follow, or Get Out of the Way: A Gartner Trend Insight Report. Abgerufen von https://www.gartner.com/technology/research/index.jsp#trendinsight

    Google Scholar 

  5. Gnewuch, U., Morana, S. & Maedche, A. (2018): Towards designing cooperative and social conversational agents for customer service. Paper presented at the ICIS 2017: Transforming Society with Digital Innovation.

    Google Scholar 

  6. Ben Mimoun, M. S., Poncin, I. & Garnier, M. (2012): Case Study — Embodied Virtual Agents: An Analysis on Reasons for Failure. Journal of Retailing and Consumer Services, 19(6), 605—612.

  7. Layard, R. & Glaister, S. (1994): Cost-Benefit Analysis. Cambridge: Cambridge University Press.

    Book  Google Scholar 

  8. Monard, F. & Uebersax, H.P. (2018): Whitepaper Chatbots: Künstliche Intelligenz im Kundenservice. Hype oder Helfer der Zukunft? Abgerufen von https://i-serviceblog.com/downloads/

    Google Scholar 

  9. Parasuraman, A., Zeithaml, V. & Berry, L. (1985): A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49(4), 41—50.

  10. Parasuraman, A., Zeithaml, V. & Berry, L. (1988): SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality, Journal of Retailing, 64(1), 12—40.

  11. Stöckli, E., Uebernickel, F. & Brenner, W. (2018): Exploring Affordances of Slack Integrations and Their Actualization Within Enterprises — Towards an Understanding of How Chatbots Create Value. 51th Hawaii International Conference on System Sciences (HICSS). Waikoloa, Hawaii.

    Book  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Deutschland

    Maximilian Schacker (Doktorand und Forschungsassistent am Institut für Wirtschaftsinformatik an der Universität St. Gallen und beschäftigt sich im Rahmen seiner Forschung mit Intrapreneurship und digitaler Transformation) & Angela Fuchs (studiert an der Universität St. Gallen im Master of Arts in Business Innovation und ist als strategische Assistenz bei Walter Knoll tätig)

Authors
  1. Maximilian Schacker
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Angela Fuchs
    View author publications

    You can also search for this author in PubMed Google Scholar

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Schacker, M., Fuchs, A. Chatbots im Kundenservice: Ein Verfahren zur Kosten-Nutzen-Analyse. Wirtsch Inform Manag 10, 8–17 (2018). https://doi.org/10.1007/s35764-018-0114-x

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s35764-018-0114-x

Search

Navigation