Customer service chatbots use in Germany 2023
In 2023, roughly 14 percent of people in Germany said they would find a customer service chatbot useful for flights and hotels, as well as utility services. 32 percent of people were not interested in the help of a chatbot.
The rise of chatbots
ChatGPT was launched in November 2022, and although chatbots existed prior, it was the first one that allowed users to dictate the length, and style of, as well as direct a conversation. Since this AI technology is so versatile, there are many different purposes for which it can be used. For example, some people use the software to help them understand complex theories they are learning for their studies, whilst others ask the chatbot to plan their meals for the week. Almost 63 percent of ChatGPT users were aged 18 to 34 in 2023, whilst only nine percent were over the age of 55. When it comes to creating chatbots companies are facing challenges since the technology is new and highly complex. For most companies, the biggest difficulty is data management. This is due to the fact that so much data is required to train AI programs and when they are used, there is also a huge amount of data generated.
Commercial usage of chatbots
One industry that has been using chatbots for the past couple of years is the online shopping industry. The most popular function of chatbots among online shoppers globally was searching for product information. This was also the top result for consumers in Germany, followed by customer service and sending of updates about products. However, Germany did have a lower usage rate of chatbots than the global average. Similarly, when it came to the share of those shopping online who considered chatbot customer service useful, Germany also ranked quite low, with only 12 percent of respondents stating that they found it useful. Other countries such as India, UAE, and Indonesia had a much higher uptake rate.
