Chatbot-Evolution: Auf dem Weg zum modernen KI-Agenten

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category-digitalisierung category-gastbeitrag category-genki category-ki tag-cx tag-genki tag-kundendialog tag-kundenservice displayed_authors-matthias-goehler-zendesk" itemscope itemtype="http://schema.org/NewsArticle"> <section class="wrap-article-content"> <header class="entry-header"> <h1 class="entry-title" itemprop="name">Chatbot-Evolution: Auf dem Weg zum modernen KI-Agenten</h1> <div class="entry-author-date"> <a href="https://www.silicon.de/autor/matthias-goehler-zendesk"><span class="author vcard">Matthias Göhler - Zendesk</span></a>, <span class="date"><time class="entry-date" datetime="2024-08-20T14:50:53+02:00" itemprop="datePublished">20.8.2024, 14:50 Uhr</time></span> </div> <div class="entry-tools"></div> </header>  <div class="articleWrapper"> <div class="entry-social-v3 postID-41715243" data-postid="41715243">  <div class="facebook-share btnShare"> <a rel="nofollow" href="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.silicon.de%2F41715243%2Fchatbot-evolution-auf-dem-weg-zum-modernen-ki-agenten" target="_blank" onclick="javascript:window.open(this.href, '', 'menubar=no,toolbar=no,resizable=no,scrollbars=no,height=400,width=600');return false;"> <span class="socialIco"> <i class="fa fa-facebook" aria-hidden="true"></i> Facebook </span> </a> </div> <div class="twitter-share btnShare"> <a rel="nofollow" href="https://twitter.com/share?text=Chatbot-Evolution%3A+Auf+dem+Weg+zum+modernen+KI-Agenten&url=https%3A%2F%2Fwww.silicon.de%2F41715243%2Fchatbot-evolution-auf-dem-weg-zum-modernen-ki-agenten" target="_blank" onclick="javascript:window.open(this.href, '', 'menubar=no,toolbar=no,resizable=no,scrollbars=no,height=400,width=600');return false;"> <span class="socialIco"> <i class="fa fa-twitter" aria-hidden="true"></i> Twitter</span> </a> </div> <div class="linkedin-share btnShare"> <a rel="nofollow" href="http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.silicon.de%2F41715243%2Fchatbot-evolution-auf-dem-weg-zum-modernen-ki-agenten&title=Chatbot-Evolution%3A+Auf+dem+Weg+zum+modernen+KI-Agenten&source=https%3A%2F%2Fwww.silicon.de" target="_blank" onclick="javascript:window.open(this.href, '', 'menubar=no,toolbar=no,resizable=no,scrollbars=no,height=400,width=600');return false;"> <span class="socialIco"> <i class="fa fa-linkedin" aria-hidden="true"></i> Linkedin</span> </a> </div> </div> <div class="imageTitleWrapper"> <picture class="img"> <source srcset="https://www.silicon.de/wp-content/uploads/2024/08/Chatbot-684x513.jpg" media="(min-width: 1080px)"> <source srcset="https://www.silicon.de/wp-content/uploads/2024/08/Chatbot-440x330.jpg"> <img width="684" height="513" class="lazy-load " data-src="https://www.silicon.de/wp-content/uploads/2024/08/Chatbot-684x513.jpg" data-srcset="https://www.silicon.de/wp-content/uploads/2024/08/Chatbot-684x513.jpg" src="data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==" srcset="https://www.silicon.de/wp-content/uploads/2024/08/Chatbot-684x513.jpg" alt=""> </picture> </div>  <section class="article-content" itemprop="articleBody"> <div class="entry-excerpt"><p>Der gezielte Einsatz von generativer KI im Kundenservice kann die CX auf eine neue Stufe heben, sagt Matthias Göhler von Zendesk.</p> </div> <div class="entry-content"> <p><span style="font-weight: 400;">Chatbots haben einen bemerkenswerten Wandel durchlaufen. Was einst als einfaches Antwortsystem begann, hat sich zu hochqualifizierten KI-Agenten entwickelt, die in der Lage sind, komplexe Gespräche zu führen und kontextabhängige Antworten zu liefern. Ein Bereich, der besonders davon profitiert, ist der Kundenservice. Immer mehr Verbraucher akzeptieren den Chatbot in der Kommunikation, besonders wenn er ihnen Vorteile wie schnellere Antworten liefert.</span></p></p></p> <p>Zumal das Volumen der <a href="https://www.zendesk.de/company/press/cx-trends-report-fast-zwei-drittel-der-cx-fuhrungskrafte-gestalten-customer-journey-neu/">Interaktionen im Kundenservice bis 2027</a> um das Fünffache steigen soll. Umso werden Chatbots, um den steigenden Ansprüchen der Konsumenten gerecht zu werden und Service-Teams zu entlasten. Auch im Zuge des Fachkräftemangels werden Chatbots immer essentieller. Sie lassen sich einfach skalieren und können bei steigendem Anfragevolumen „mitwachsen”, ohne dass neues Personal eingestellt werden muss.</p></p></p> <h5>Chatbots verstehen die Gefühlslage von Kunden</h5> <p>Vor dem Durchbruch von Chatbots haben diese in erster Linie repetitive, leicht zu lösende Anfragen übernommen und auf hilfreiche Artikel im Help Center verwiesen und so die Service-Teams unterstützt. Bis heute übernehmen Chatbots diese Funktionen, aber sind inzwischen auch in der Lage, komplexere strategische Anfragen zu lösen und dabei die Absicht und Gefühlslage von Kunden zu verstehen. Dies bringt sie in die Lage, proaktiv – ohne dass Kunden ihr Problem äußern – Hilfestellung zu leisten. Außerdem werden sie immer menschlicher wahrgenommen, so dass sich Interaktionen locker und natürlich anfühlen.</p></p></p> <p>Das bestätigt auch der CX Trends Report: 68 Prozent der CX-Entscheider glauben, dass Chatbots sich zunehmend zu „KI-Agenten“ entwickeln. Durch die Entwicklung im Bereich generativer KI könnten KI-Agenten intuitiv handeln, gezielt Informationen aus der Wissensbasis ziehen und Probleme dreimal schneller lösen. Außerdem ist ein innovativer Chatbot inzwischen auch in der Lage, Eingaben wie Texte, Bilder und Töne zu verarbeiten.</p></p></p> <p>Und damit nicht genug: Der KI-Agent versteht es inzwischen, individuell und persönlich auf die Bedürfnisse von Kunden einzugehen und empathisch zu reagieren – egal, ob diese beispielsweise eine Rückfrage zu einem bereits gekauften Produkt haben oder noch in der Entscheidungsfindung sind. Entlang der gesamten Customer Journey passt er die Antworten basierend auf Bedürfnissen, Vorlieben oder Verhaltensweisen an und empfiehlt dementsprechend proaktiv neue Produkte oder Dienstleistungen. Diese Leistungen erleichtern das Cross-Selling innerhalb eines Unternehmens. Zusätzlich ist der KI-Agent in der Lage, das “Branding” eines Unternehmens zu transportieren, indem er sich in der Kommunikation an die Marke des jeweiligen Unternehmens anpasst. </p></p></p> <h5>KI entlastet Service-Teams</h5> <p>Ein weiterer Vorteil des Einsatzes von KI im Kundenservice liegt in der Verbesserung von Prozessen durch Automatisierung. Komplexe vielschichtige Prozesse in multiplen Sprachen können durch Automatisierung einfach abgebildet werden; dabei kann ein Chatbot dem menschlichen Agenten helfen, den entsprechenden Prozess auszuwählen oder Ausnahmen zu erkennen.</p></p></p> <p>Ein praktisches Beispiel:<a href="https://www.zendesk.de/customer/eurail/"> Eurail</a>, Anbieter von Eurail- und Interrail-Pässen für Zugreisende, arbeitet mit KI, um Abläufe zu beschleunigen und effizienter zu machen. In diesem Fall erkennt die KI schriftliche Kundenanfrage nach Rückerstattungen, die normalerweise nicht den Unternehmensrichtlinien entsprechen. Bestimmte Begriffe wie „Notfall“ oder „Trauerfall“ werden markiert und die Anfragen direkt an leitende Kundendienst-Mitarbeiter übermittelt, die befugt sind, Rückerstattungen unter außergewöhnlichen Umständen zu gewähren. Eine große Hilfestellung für Kunden mit einem sensiblen Anliegen und gleichzeitig eine Entlastung für Service-Teams. Der digitale Agent handelt als proaktiver Ratgeber, der kontinuierlich aus vergangenen Interaktionen lernt. Er unterstützt die menschlichen Mitarbeiter:innen dabei, ihre Arbeitsabläufe zu optimieren, Kundenbedürfnisse zu antizipieren und künftige Interaktionen zu verbessern. </p></p></p> <h5>Chatbots gezielt trainieren</h5> <p>Dabei ist es wichtig zu bedenken, dass das Training eines Chatbots eine strukturierte Vorgehensweise benötigt. Damit kann sichergestellt werden, dass der Bot effizient und akkurat auf Benutzeranfragen reagieren kann. Bevor mit dem Training begonnen wird, ist es essentiell, die spezifischen Ziele und Anwendungsfälle klar zu definieren.</p></p></p> <p>Um einen Chatbot optimal zu trainieren, sind außerdem umfangreiche Datensätze aus realen Gesprächen und textbasierten Interaktionen notwendig, die vor der Anwendung selbstverständlich anonymisiert werden müssen. Diese Daten müssen spezifisch für den Einsatzbereich des Chatbots ausgewählt werden. Der KI-gestützte Chatbot wird mit annotierten Daten in einem überwachten Lernprozess trainiert, um spezifische Aufgaben wie das Erkennen von Intentionen zu bewältigen. Kontinuierliches Feedback aus echten Interaktionen verbessert den Chatbot stetig und optimiert die Qualität der Interaktionen. </p></p></p> <h5>Positiver ROI durch Einsatz von KI-Agenten</h5> <p><span style="font-weight: 400;">Auch wenn sich ein Teil der Unternehmen aus unterschiedlichen Gründen wie Datenschutzbedenken oder mangelndem Wissen zögerlich zeigt – KI-Agenten bieten erhebliche Vorteile sowohl für Kunden als auch für Kundenservice-Teams. Das lässt sich auch an Zahlen belegen:  Die Ergebnisse des CX Trends Reports zeigen, dass 83 Prozent der weltweit befragten CX-Führungskräfte, die generative KI in der CX einsetzen, von einem </span><a href="https://www.zendesk.com/customer/liberty-london/"><span style="font-weight: 400;">positiven ROI</span></a><span style="font-weight: 400;"> berichten – inklusive schnelleren Antwortzeiten und einem gestiegenen CSAT-Score. Weiterhin zeigt die Studie, dass bereits 70 Prozent der CX-Führungskräfte ihre Customer Journey mit Hilfe von generativen KI-Tools neu gestalten. Die Entwicklung könnte in den nächsten Jahren sogar dahin gehen, dass 80 Prozent der Interaktionen voll automatisiert werden. </span></p></p></p> <p> </p></p></p> <p><img decoding="async" class="lazy-load wp-image-41715244 alignleft" title="Matthias Göhler - Zendesk" src="data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==" data-src="https://www.silicon.de/wp-content/uploads/2024/08/Bildschirmfoto-2024-08-20-um-14.49.56-250x248.png" alt="" width="203" height="201" srcset="data:image/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==" data-srcset="https://www.silicon.de/wp-content/uploads/2024/08/Bildschirmfoto-2024-08-20-um-14.49.56-250x248.png 250w, https://www.silicon.de/wp-content/uploads/2024/08/Bildschirmfoto-2024-08-20-um-14.49.56-684x679.png 684w, https://www.silicon.de/wp-content/uploads/2024/08/Bildschirmfoto-2024-08-20-um-14.49.56-150x150.png 150w, https://www.silicon.de/wp-content/uploads/2024/08/Bildschirmfoto-2024-08-20-um-14.49.56-768x763.png 768w, https://www.silicon.de/wp-content/uploads/2024/08/Bildschirmfoto-2024-08-20-um-14.49.56-92x92.png 92w, https://www.silicon.de/wp-content/uploads/2024/08/Bildschirmfoto-2024-08-20-um-14.49.56.png 906w" sizes="(max-width: 203px) 100vw, 203px" /></p></p></p> <p><a href="https://www.linkedin.com/in/matthiasgoehler/"><strong>Matthias Göhler </strong></a></p></p></p> <p><span style="font-weight: 400;">ist Chief Technology Officer, EMEA, bei Zendesk. </span></p></p></p> <p><br style="font-weight: 400;"><br style="font-weight: 400;"></p></p></p> <p> </p></p></p> <p> </p></p></p> <p> </p></p></p> <div class='DESKTOP_IN_ARTICLE'><script type="text/javascript" id="DESKTOP_IN_ARTICLE-41715243-0">var screensize = document.documentElement.clientWidth;if (screensize < 1800) {var minscreenwidth = "1280";} else {var minscreenwidth = "1920";}var u_company = "n/a";var u_job_description = "n/a";var 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