Blog article by Christian Schipp, Business Development CRM & Group CMO at Ambit Group
Did you know that 2021 has been predicted by many digitalisation experts as the bot year? Current surveys have shown that many companies, organisations and authorities have put the topic "bot" on their upcoming agenda. Whether it is to deal more intensively with the topic, to start initial trials or to put the first bots into operation in concrete terms.
We also dealt intensively with this trend last year and learned a lot in the process. In the DACH region, we are not really bursting with enthusiasm about such topics right from the beginning. As with other topics such as social media or marketing automation in general, we approach such new solutions rather conservatively and with a nice healthy pinch of scepticism. There are no objections to that either. But now the time has come to take a serious look at digital assistants, robotics in customer dialogue but also web-based communication channels. Not as a gimmick, but in order to:
- To offer a dialogue with interested parties, regardless of time and place
- To deliver tailored information where the recipient can actively participate in shaping and deciding on it
- Simplify and automate processes
- Save costs and resources, as simple activities are handled by the bot
- To present yourself as a modern and innovative organisation and to be one step ahead of your competitors
- And much more
There are many bot applications. Not only externally, but also internally (e.g. holiday requests, automating internal FAQ processes, for information control and dissemination). So I can only recommend approaching the topic very openly and broadly in a first phase. There will be many ah-ha moments on the way to the bot.