Chatbot: Those who can support customers remotely save time-consuming and expensive on-site visits. How two start-ups support companies, with digital advice. The CNC machine is defective, and there is no specialist in-house to repair the device on-site at short notice? Where production downtime is otherwise the result – experts are rare, and on-site visits are difficult due to Corona – new technologies can help.
Two of them: augmented reality (AR) and chatbots. According to the IT trends 2020 by the consulting firm Capgemini, almost every third company in the DACH region uses AR or is about to do so, with chatbots even practically 40 percent. Two start-ups from Telekom’s Tech Boost funding program are taking online consulting even further.
Chatbot: New Ventilation For Hospitals In Wuhan
BlinkIn, founded in 2018, relies on visual help – whether for questions about system maintenance or the documentation of damage claims in insurance operations. Thanks to augmented reality, no employee has to be on site: Customers can use the rear camera of their smartphone to share the problem with an expert, diagnose it and solve it together without any prior training or a particular app.
A link to any smartphone is enough to start a live video call or transfer photos and videos. With artificial intelligence, interactive instructions and visual problem analyses can be partially automated.
The pandemic has shown that solutions like BlinkIn will become increasingly important in the future. At the beginning of the pandemic, the ventilation systems in the temporary hospitals in Wuhan, China, could only be installed with the help of BlinkIn – the fitters from the manufacturer Huber & Ranner were not allowed to enter the country.
The Dortmund-based pump manufacturer Wilo uses BlinkIn worldwide for error analysis and troubleshooting during the lockdown period. And in the long term, BlinkIn can also be used in customer service for end consumers, for example, to find technical problems with household appliances or in the event of a car breakdown.
One Chatbot, 10,000 Conversations A Day
If no on-site support is required, chatbots can also help. They automatically answer simple inquiries on the homepage and thus keep personal contacts free for tricky cases. Because more complex investigations often only confuse conventional chatbots, the Düsseldorf start-up Kauz has optimised the language understanding of chatbots.
“Real understanding rates in the chatbot area are often 50 to 70 percent. With us, they are more like 70 to 90 percent”.
Big Data In Companies: Knowledge As An Essential Resource
The key to Kauz’s success is that programming based on linguistic analysis helps the chatbot solution react competently to unique formulations. This ensures natural communication. “The chatbot should be able to solve the majority of problems intelligently and without human intervention.”
The numbers prove him right: in only about every fourth chat, a bot has to jump to the side. More and more customers appreciate this: more than 100 savings banks, R+V, and the drugstore chain dm already use a chatbot. Oddball chatbots also prove they are worth more when used internally. They make knowledge quickly accessible to employees with the help of their chat and search technology.
How Tech Boost Supports Start-Ups With Innovative Business Ideas
Secure and straightforward hosting in the Open Telekom Cloud (OTC). The extraordinary software architecture of the cloud environment offers additional security and flexibility.
With the Tech Boost funding program, the Bonn-based group now supports more than 450 start-ups with IT resources, access to the customer network, and sales and marketing measures.