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Chatbots im Service: Realisierung eines Einführungskonzepts für Chatbots im B2B-Kundenservice bei KMU des Maschinenbaus / Chatbots in Service: Development of an Implementation Concept for Chatbots in B2B Customer Service for SMEs in the Mechanical Engineering Sector

  • Im Forschungsprojekt ‚Chatbots im Service‘ forschten das FIR und das International Performance Research Institute (IPRI) gemeinsam mit namhaften Partnern im projektbegleitenden Ausschuss an dem Einsatz von Chatbots im B2B-Kundenservice. Der Fokus lag hierbei vor allem auf KMU im Maschinen- und Anlagenbau. Die Ergebnisse des Forschungsprojekts liefern Unternehmen eine Orientierung in Form eines appbasierten Einführungsleitfadens bei der Implementierung von Chatbots.
  • In the ‘Chatbots in Service’ research project, FIR and the International Performance Research Institute (IPRI) investigated the use of chatbots in B2B customer service together with renowned partners serving in a project-accompanying committee. The focus was primarily on SMEs in mechanical and plant engineering. The results of the research project provide companies with orientation in the form of an app-based guide for the implementation of chatbots.
Metadaten
Author:Daniela Greven
ISSN:2748-9779
Parent Title (Multiple languages):UdZ – The Data-driven Enterprise
Subtitle (German):Chatbots im Service
Subtitle (English):Chatbots in Service
Document Type:Contribution to a Periodical
Language:Multiple languages
Date of Publication (online):2023/09/21
Date of first Publication:2023/09/20
Release Date:2023/09/21
Tag:Kundenservice; Maschinen- und Anlagenbau; Pre- und After-Sales-Kundenservice
mechanical and plant engineering; pre- and after-sales customer service
GND Keyword:MaschinenbauGND; AnlagenbauGND
Volume:3
Issue:2
First Page:60
Last Page:65
Note:
Project Title: Chatbots im Service
Funding/Promoters: Federal Ministry Economic Affairs and Climate Action (BMWK); Arbeitsgemeinschaft industrieller Forschungsvereinigungen „Otto von Guericke” e. V. (AiF)

Funding no.: 21771 BG

Research Partner: IPRI International Performance Research Institute gemeinnützige GmbH

Associated Partners: DIEFFENBACHER GMBH Maschinen- und Anlagenbau; GreenGate AG; kothes GmbH; Kundendienst-Verband Deutschland e. V. (KVD); Lachner International Service Management; Liebherr-IT Services GmbH; MIP Management Informations Partner Gesellschaft für EDV-Beratung und Management-Training mbH; Ring Engineering Services; SMS group GmbH; thyssenkrupp Industrial Solutions AG; Uhlmann Pac-Systeme GmbH & Co. KG; Userlike UG; Westaflexwerk GmbH; YNCORIS GmbH & Co. KG Chemiepark Knapsack

Website: chatbots-im-service.fir.de

The IGF project 21771 BG of the Research Association FIR e. V. at the RWTH Aachen University is funded via the AiF within the framework of the programme for the funding of Cooperative Industrial Research (IGF) by the Federal Ministry for Economic Affairs and Climate Action (BMWK) on the basis of a resolution of the German Bundestag.
FIR-Number:- FOLGT -
Institute / Department:FIR e. V. an der RWTH Aachen
Dienstleistungsmanagement
Dewey Decimal Classification:6 Technik, Medizin, angewandte Wissenschaften / 62 Ingenieurwissenschaften

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