Case Study of "UBS Partner" Product Offering

Abstract

Chatbots represent a new paradigm how users are interacting with data, services and banking software. The popularity of chatbot solutions increased considerably in the last years. The main reasons for the hype are technological improvements, available development platforms and open source code. But also the immense cost pressure and related cost cutting activities accelerated the need of automating repetitive user inquiries. Moreover, the familiarity and user acceptance with chatbot technology are constantly growing. Chatbots might even lead to a higher customer satisfaction rate, as users can be served faster 24/7 without any waiting time. At the moment rather simple use cases related to customer support emerge. To gradually implement more sophisticated personal assistant use cases a stable technical and architectural foundation will be required. Live chat functionality is particularly effective for customer support and enables the strategic combination with chatbot services....