A current study by market and opinion research institute Yougov on behalf of Enreach examines the pervasiveness of AI technologies in companies’ customer communications. The results confirm the importance of artificial intelligence in customer service and the high interest in AI technologies in this area.

As part of the study, around a third of the decision makers surveyed (32%) said that their company was already using AI solutions such as chatbots, voice assistants or intelligent conversation systems for customer communication . Another 30% are thinking of using AI in this area.

The company’s decision makers surveyed see a definite benefit of AI solutions in customer communication in 24/7 access: A large majority of those surveyed (79%*) believe that customer queries can be answered around the clock with the help of artificial intelligence. An almost equally high proportion (77%*) believe that AI technologies make customer service processes more efficient by automating routine tasks and relieving staff. At 60%*, more than half of those surveyed also believe that the use of AI improves customer satisfaction.

Dr. Ralf Ebbinghaus, Managing Director at Enreach

“The introduction of AI solutions in communication and customer service is a crucial step for companies to meet the requirements of the digital age,” explained Dr. Ralf Ebbinghaus, Managing Director of Enreach. “For many cases, customers and interested parties are no longer willing to wait for half an hour or make several attempts to reach an appropriate contact. They want answers to their questions when they arise – not a few days later. Intelligent AI and automation solutions can therefore be a competitive advantage, especially for small and medium-sized companies: This allows customer questions to be answered quickly and efficiently, around the clock, seven days a week a week. “

Greater efficiency and better service through automation

In order to efficiently process recurring tasks in the field of customer communication, automated processes are the key. Enreach therefore offers AI-controlled voice assistants for various application areas: The Enreach bot applications process routine requests such as table reservations in restaurants completely automatically. Customers can clarify their concerns directly with the smart voice assistant, while employees take care of what’s really important.

In addition to fully trained voice bots, Enreach offers an intuitive development platform that allows sales partners to create custom voice or chatbots to meet their customers’ needs. In addition, the Enreach package includes several other solutions that make communication processes more efficient and at the same time improve customer service.

“There is a lot of interest in innovative communication solutions and AI technologies, but many companies in Germany are still not taking advantage of this potential. We aim to understand the capabilities and specific areas of application of innovative technologies to remove barriers that often stand in the use of AI – so that companies can benefit quickly and directly,” says Ralf Ebbinghaus.

Under the motto “Communication – of course with AI”, Enreach invites partners, interested specialist dealers and representatives of system houses to the technology conference “June 5”.Get in Open Air” to Dortmund. The focus of the event is intelligent communication solutions, smart voice assistants and conversational AI. Find Enreach partners and interested dealers here more information and can register directly for the event.

Details: About the survey

The data used is based on an online survey by Yougov Germany in March 2024, in which 521 company decision-makers participated. The results have been weighted and are representatively broken down by the proportion of employees by company size, Nielsen region and gender.

* The result represents a total scale value (somewhat agree + completely agree).

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