Oh my Bot, I still can’t believe it

INTRODUCTION
Our first whitepaper on chatbots, which appeared in April 2017, has been in great demand. It
presented use cases for bots along the customer journey and introduced the possibilities and
potentials of a technology whose poignancy in the areas of digitization and IT has continued to
increase in recent years. But what’s really behind a chatbot? In 2019, can we finally talk about
artificial intelligence or is a chatbot just a cooler, algorithm-based user interface? To what degree
has the hype regarding offer and demand continued to evolve in the last two years?
The aim of this whitepaper is to investigate these questions and provide a current overview of
the agile and growing market around conversational interfaces, in other words, chatbots and
voice assistants. In addition, based on use scenarios for various company departments, it
shows how a chatbot can be used to reach the next level of a successfully established digital
workplace in practice.
KEVIN HÄHNLEIN
SOCIAL BUSINESS TECHNOLOGY CONSULTANT
... has worked in consulting for social business technology at
T-Systems Multimedia Solutions since 2016 and guides companies
in their transition to a digital workplace. For his master’s thesis,
the political scientist and economist has also conducted research
on the influence of artificial intelligence on the process of political
opinion formation.
STRONGEST
GROWTH
Web chats and virtual
assistants are the leading
growth trends in the
coming year (in
Europe)
69%
of the companies project
an increase in customer
contacts that are processed
fully automatically
OLIVER REITHAGE
MASTER’S DEGREE CANDIDATE, SOCIAL BUSINESS TECHNOLOGY
... has worked at T-Systems Multimedia Solutions since 2017 as a
working student and master’s degree candidate. The communications
scientist is researching the automation of communication for
his master’s thesis and is an expert in use scenarios for employee-oriented
chatbot systems in the digital workplace.
17%
Phone communication in
the last two years. Telephony
is increasingly replaced
by messenger services
Source: http://www.ibusiness.de/aktuell/db/902403SUR.html
25%
Every fourth resident
in Germany wants to
use chatbots
4 5