Case study – USU AG chatbots
Context and content – USU chatbots and readyplace tutorials
USU AG
USU is a leading global provider of intelligent software and service solutions for IT and customer service management. With its solutions, companies worldwide respond to the changing needs of customers and employees in a digitalised working world. By using the solutions, companies implement simpler workflows and are thus able to offer smarter services while reducing costs, becoming more agile and reducing risks. USU AG and readyplace AG are now working together to combine their products and offer this solution approach to new and existing readyplace and USU customers.
Symbiosis of USU chatbot and readyplace tutorial
USU AG’s intelligent chatbots can provide users with context information. Depending on what the user wants to achieve, the chatbot guides them to the solution via guided dialogues. The solution is then shown to the user as a tutorial that explains the procedure step by step. After completing the tutorial, the user can conveniently continue the dialogue with the chatbot.
Example
In the following example, a USU chatbot was deployed at a customer to support the topic of bank account transactions. You can also test the chatbot yourself by clicking here.
Click here to start the chatbot.
Context information is everything
Precisely capturing the user’s problem is important in order to offer a suitable solution, avoid frustration and keep support effort low. USU chatbots guide users through dialogues to narrow down the context and then offer a suitable solution.
