Top digital assistant: Award for AdmiralDirekt from Computer Bild & Statista twice in a row

As early as 2020, we were able to announce the positive news that our customer AdmiralDirect was named “Top Digital Assistant 2021” with its chatbot. This year, too, have Statista and Computer image They started looking for the best digital assistants again and found what they were looking for.

We are very pleased that our customer AdmiralDirekt has once again received an award and would like to congratulate you warmly!

As in the previous year, digital assistants from a total of four industries were examined:

• telecoms
• insurance
• finances
• supply

In the category insurance AdmiralDirekt was able to take 2nd place.

What were the test criteria?

To find out how satisfied users are with the chatbots, Statista and computers tableau around 4300 judgments were collected from users of digital assistants. The following test criteria were queried:

• user guidance
• Dialogue & expertise
• user experience
• Safety & ethics

More information about the award can be found in “Computer BILD” article or in the print edition from 19.11.21.

As already mentioned, the AdmiralDirekt chatbot also received an award last year. The award from 2021 can be found here more information.

AdmiralDirekt is also delighted to receive the award and has published a short statement that we would like to share. Among other things, the statement addresses Computer Bild's question: “Linda, Anna or Paul?” and gives an interesting insight into the choice of name or description of the chatbot at AdmiralDirekt:

We are delighted that our chatbot has received a great award from COMPUTER BILD. In the test criteria of usability, dialogue & professionalism, user experience and security & ethics, the #digitaleassistent of #admiraldirekt took 2nd place in the insurance category.

Why #digitalerassistent and not Anna, Emma, Alfred or Kai? Why doesn't our chatbot have a human name? It's simple: Technology should support us and especially our customers and make everyday life easier. It is an alternative to communication via telephone, e-mail and our customer portal. One of our great colleagues is not replacing our digital colleague. Neither should he! That is why we have decided not to humanize our otherwise very productive colleague. You're still part of the team and we love you :-).

Source: AdmiralDirect LinkedIn 10/2

We usually recommend that our customers give the chatbot a neutral name or not choose a human name. The simple reason for this is that chatbots with human names are often mistaken for a human employee and therefore create false expectations among users unless it is clearly communicated from the outset that it is a chatbot.

You can find out more about choosing a name for a chatbot in our article “Find the right chatbot name.”

A promising result, which is underlined by the skills of the AdmiralDirekt Bot

For example, the chatbot counts over 10,000 interactions per month, and more than 37% of user inquiries are answered automatically, which means that inquiries have generally been reduced by 12%. The chatbot answers questions, such as login, report damage, hail damage, SEPA, accident, new car, and many more. This leads to many quantitative and qualitative results that are impressive:

• Cost savings while increasing customer satisfaction
• Improved accessibility, even during peak phases (4th quarter)
• Inventory growth without adding service personnel
• Increasing customer satisfaction
• Instant answer to repetitive questions

Further information about the chatbot from AdmiralDirekt is included in the case study.

In addition to the ranking of digital assistants, Computer image and Statista We also got to the bottom of the question: What do digital assistants do in customer service? Your answer: A chatbot is not only able to reduce support costs for a company, but also saves the customer time by directly receiving the right information or the right contact person — a real win-win situation.

We too have already addressed the topic of what chatbots can do in customer service: 5 benefits of chatbots in customer service.