Chatbots: The future of customer support?

Abstract

What is currently unknown, is the level of knowledge and demand of the Baloise user base regarding automated communication channels and chatbots. If the demand level is not sufficient or the user requirements are not fulfilled, the service desk might invest in a chatbot solution without benefitting from the strengths, which a chatbot has to offer. The author of this thesis is to solve this problem, by assessing the knowledge and demand level of the user base regarding the topic chatbots. The author also faces the task of gathering the requirements for a chatbot from a user's point of view.