Definition: What is a digital assistant?
A digital assistant is a dialogue system that can interact with human users through textual, auditory, and visual methods. It is programmed to perform a range of tasks such as helping, answering questions, completing tasks, and more. The main advantages of this technology are that it reduces the time and effort required for users. Many companies have already decided to use digital assistants to streamline their processes and increase customer satisfaction.
The terms chatbot and digital assistant are often used interchangeably. However, it is not exactly the same. Strictly speaking, a chatbot is a digital assistant specialized in text-based communication. Digital assistants in general can also be voice-based and perform more complex tasks, while a chatbot is more likely to provide information and point the way to more complex assistance. It can therefore be said that a chatbot is usually a simple form of digital assistant that is usually trained on explicitly defined use cases. More complex digital assistants include virtual assistants such as Siri or Alexa.
What types of digital assistants are there?
If not consciously, then surely all of us have already unconsciously had to deal with a digital assistant — in fact, they often appear both in private and working life. Basically, a distinction is made between the following three types:
- Chat systems that companies use for their customer communication or internal communication, e.g. Rose Bikes, Geberit, Velux.
- “Virtual assistants,” such as Cortana from Microsoft or Siri from Apple, which can be accessed on smartphones or computers.
- Internet of Things assistants, i.e. assistants connected to devices, such as Alexa, Google Home.
How does it work: How does a digital assistant work?
Depending on the type of digital assistant, the initial operation differentiates: Chat systems used by companies on the website are traditionally started with a written message. The well-known digital assistants, such as Cortana or Siri, start with a specific voice input, such as “Hey Siri.” The same goes for Alexa or Google Home. An alternative start method is to click on a button, so users don't have to type or pronounce anything initially, just click on it.
Whether written, spoken or clicked: The communicated request is immediately processed linguistically, using Natural language processing (NLP), artificial intelligence (AI) and a large amount of data (big data & crowd learning). The result, or the answer to the question or concern, is then returned to the user — in spoken or written form.
Skills: What can a digital assistant do?
Digital assistants have a high level of acceptance due to their skills. Whether using a smartphone or surfing the Internet on a laptop, digital assistants help users and relieve them of tasks that are often perceived as annoying (e.g. searching for a specific product — on a website with over a thousand products). There is no doubt that digital assistants, of whatever type, are often used because they symbolically take users by the hand and guide them to the desired result — simply and within a few seconds.
The most important skills of digital assistants are listed below, which help private individuals in particular:
- Answer complex and simple questions from private individuals (“Hey Google, how will the weather be tomorrow?” or “Hey Google, I'm looking for a restaurant that is within 200 meters away and offers vegan dishes”).
- Make recommendations based on the user's preferences and behavior.
- Perform activities, such as booking a flight or ordering a pizza.
- Prepare explicitly requested information for the user (e.g. what the Covid-19 measures currently in force are).
But even in the business world, digital assistants are increasingly finding a place in customer communication or internal communication within companies. To do so, you have the following skills:
- Answer customer questions about products, services and services 24/7
- Address (potential) customers directly on the website and get them into a conversation
- Generate contacts and leads and forward them to internally used systems, e.g. Hubspot or salesforce
- Einen Human Takeover offer, i.e. seamless transfer from the chatbot to a live chat agent or service employee
- Map an internal help desk and help employees with assistance
Benefits: That's why it's worth using digital assistants
“24/7” service and better service: Digital assistants offer companies the opportunity to offer more services in a cost-effective and scalable way: e.g. a 24/7 service that is available around the clock for customers and interested parties. At the same time, 24/7 service also means better service — users get answers to their questions even outside business customers and within a short period of time.
Saving time and costs: Both private individuals and companies can save money and/or time with a digital assistant. Private individuals save themselves a lot of time by asking Siri or even a company chatbot for help. The same applies to companies: Digital assistants save employees a great deal of time, as they answer time-consuming, recurring questions quickly and automatically. Especially in the business world, the time saved also means cash.
Scalable solution: While a service employee can communicate with just a few people at the same time, on the phone with just one — it is possible for a digital assistant to talk to thousands of people at the same time. This doesn't mean that a digital assistant The is a perfect employee and should replace people in the future. Rather, it means that it can significantly relieve them, reduce the volume of inquiries and reduce stress. Digital assistants can ideally work hand in hand with employees.
Analytics & forecasts: As a rule, digital assistants have the option of evaluating conversations — at least when used by companies chatbots. These analysis options and smart AI suggestions give companies great insights that aren't available for sale: When do users prefer to talk? What topics do they bring to the digital assistant? How do you rate the conversation with the digital assistant?
→ At moinAI, you can find answers to all these questions — and more! Thanks to the AI feature Dreaming moinAI is able to reflect ununderstood inquiries and independently suggest them as topics. In this way, the chatbot independently expands its knowledge and the number of topics — and at the same time adapts more and more to user inquiries.
conclusion
Digital assistants such as chat systems, virtual assistants and “Internet of Things” assistants offer both companies and users many advantages and are therefore already being used in numerous areas. The Fressnapf practical example proves that an AI chatbot as a digital assistant can ensure greater efficiency and higher customer satisfaction.
Find out in the case study below how Fressnapf integrated an AI chatbot into customer communication within a few weeks and thus provided important support and high-quality answers in first-level support at the launch of the Fressnapf tracker.
