For the third year in a row, the trade magazine Computer Bild and the market research institute Statista took a close look at chatbots from companies in various industries. The main question was: Which digital assistant really does its job well?

How was tested?

In order to be able to make an objective judgment, market research experts collected 4650 test assessments. The users surveyed had to assess their chatbot experience using the following four criteria:

  • Customer Journey
  • User:inside experience
  • Dialogue & professionalism
  • Safety & Ethics

More information about the test criteria can be found in the Computer Bild article.

Süwag, enviaM and Mitgas receive awards

In the "Utilities" category, our customers Süwag, enviaM and Mitgas were awarded the "Top Digital Assistant 2023" seal. We are very pleased about this and congratulate them on the well-deserved award.

BOTfriends Mitgas Chatbot

This is the second time that we have been able to congratulate Süwag and enviaM: In last year 's test, the chatbots of the two energy providers were already awarded prizes.

Süwags' Karl: A success story

Chatbot Karl has been a great success for some time now: The virtual assistant automatically processes a large number of recurring tasks and thus offers Süwag customers excellent customer service - around the clock. The chatbot boasts an error rate of less than 4% and processes around 4,400 queries per month at peak times.

BOTfriends Süwag Chatbot

You can find more exciting insights into the development and successful implementation of the chatbot in the case study.

Bottom Line

The study clearly shows that digital assistants are an essential part of modern and effective customer service.

Neben all dem Lob gab es aber auch berechtigte Kritik: So wurde angemerkt, dass bei manchen Anbieter:innen die Sichtbarkeit bzw. Auffindbarkeit der Chatbots auf der Website besser sein könnte.

Wenn Sie mehr darüber erfahren möchten, wie Sie Chat- und Voicebots in Ihrem Kund:innenservice einsetzen, empfehlen wir Ihnen unser kostenfreies Whitepaper zum Thema.

Whitepaper: Relieve and automate customer service with chatbots

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