EOS survey shows that chatbots improve employee and customer satisfaction

  • Great opportunity for companies: Chatbots have the potential to make employees more satisfied
  • 96 percent of European companies confirm chatbot acceptance by customers
  • Bots and humans will work more closely together in future

Hamburg, Germany, November 24, 2021 – What role can these digital helpers play in customer service? What positive effects argue for the use of this technology? The Chatbot Survey 2021 by financial services provider and investor EOS has taken an in-depth look at the topic and asked 2,800 decision-makers from 14 European countries about the use of chatbots in their companies. The survey found that bots are already playing an important role: 64 percent of the companies polled say that chatbots are increasing the satisfaction levels of their employees. 62 percent see an increase in customer satisfaction as a benefit.

“That’s even a win-win-win situation, because along with employees and customers, the companies gain as well,” says Wesley van de Walle, who is responsible for the chatbot at Belgian debt collection firm EOS Contentia. “The support provided by the bots should not be underestimated. They ensure round-the-clock accessibility without waiting times and fast handling of routine tasks, so they significantly reduce the workload of our employees. This means that the staff from our service center can devote more time to more complex issues, often involving higher invoice amounts,” says van de Walle.

Almost all companies confirm acceptance by users

Overall, the companies surveyed have had very good experiences with chatbots, with 96 percent regarding the acceptance of chatbots by users as high to reasonable. Accordingly, at those companies using chatbots, around a third of digital communication with customers is effected via this channel. In almost one out of two companies, the bots are already handling sub-tasks autonomously before there is a need for a human agent to step in. Fully automated solutions are being used by one in ten companies.

Human factor still irreplaceable in the future

As well as generating data (64 percent), chatbots are supposed to save costs (62 percent). 45 percent of European companies expect that the use of chatbots will also lead to a reduction in personnel, but with clear limitations: The majority of respondents (64 percent) do not think that bots will do a better job than their employees in the next ten years. Overall, the technology tends to be seen as a tool that reduces workload and provides support.

About the representative EOS Chatbot Survey 2021

The representative EOS Survey was conducted in 14 European countries in the period April to June 2021. In partnership with market research company Kantar, computer-assisted phone interviews were conducted with 200 B2C companies in each country. The total 2,800 decision-makers from Germany, Denmark, Belgium, Switzerland, Spain, France, Poland, Slovakia, Slovenia, Croatia, Hungary, Bulgaria, Romania and Russia answered questions e.g. on the use of chatbots, their acceptance by users, and the potential opportunities for the future.

You can download the survey report at: Chatbot survey 2021.

About EOS Group

The EOS Group is a leading technology-driven financial investor and an expert in the processing of outstanding receivables. The company's core business is the purchase of unsecured and secured debt portfolios. With over 45 years of experience, EOS offers some 20,000 customers in 26 countries around the world smart services for all their receivables management needs. Its key target sectors are banking, real estate, telecommunications, utilities and e-commerce. EOS employs more than 6,800 people and is part of the Otto Group.

For more information on EOS Group, please go to: www.eos-solutions.com


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