UdZ 02.23 / 61 Chatbots in Service: Development of an Implementation Concept for Chatbots in B2B Customer Service for SMEs in the Mechanical Engineering Sector In the ‘Chatbots in Service’ research project, FIR and the International Performance Research Institute (IPRI) investigated the use of chatbots in B2B customer service together with renowned partners serving in a project-accompanying committee. The focus was primarily on SMEs in mechanical and plant engineering. The results of the research project provide companies with orientation in the form of an app-based guide for the implementation of chatbots. >
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