{"id":18255,"date":"2026-03-26T18:14:58","date_gmt":"2026-03-26T17:14:58","guid":{"rendered":"https:\/\/fried-partner.de\/?p=18255"},"modified":"2026-03-26T18:13:05","modified_gmt":"2026-03-26T17:13:05","slug":"the-future-of-customer-dialogue-insights-from-the-chat-and-voicebot-study-2026","status":"publish","type":"post","link":"https:\/\/fried-partner.de\/en\/the-future-of-customer-dialogue-insights-from-the-chat-and-voicebot-study-2026\/","title":{"rendered":"The Future of Customer Dialogue: Insights from the Chat and Voicebot Study 2026"},"content":{"rendered":"\n

The industry study \u201c Kundendialog der Zukunft \u2013 Chat- und Voicebot im Bereich Travel, Mobility & Event 2026\u201d<\/em> was conducted by Dr. Fried & Partner between January and February 2026.<\/p>\n\n\n\n

The objective of the study was to assess the current state of chatbot and voicebot adoption, evaluate the future direction and relevance of automated dialogue systems, and identify key challenges, success factors, and trends within the industry.<\/p>\n\n\n\n

More than 50 participants\u2014primarily from mid-sized companies in the travel, mobility, and event sectors\u2014took part in the survey.<\/p>\n\n\n\n

The results are clear: while the importance of chat and voicebots is rapidly increasing, many companies are still at an early stage of implementation.<\/p>\n\n\n\n

High momentum, but low maturity<\/strong><\/p>\n\n\n\n

The findings reveal a dynamic yet immature market. Around half of the surveyed companies are already using chatbots, whereas voicebots still play a minor role. Fewer than 5% of respondents currently use voice-based systems.<\/p>\n\n\n\n

At the same time, the pace of adoption is high. Nearly all companies that have implemented bots have done so within the last six months. In parallel, around half of the non-users are planning to introduce chatbot or voicebot solutions within the next twelve months.<\/p>\n\n\n\n

This combination of growing adoption and limited experience highlights a market that is still in its early stages\u2014but evolving rapidly.<\/p>\n\n\n\n

High expectations for automation in customer interaction<\/strong><\/p>\n\n\n\n

A large share of companies sees significant potential in chat and voicebots. Around 57% rate their potential as high or very high.<\/p>\n\n\n\n

Current use cases are primarily focused on standardized, repetitive tasks such as FAQs and self-service offerings, as well as first-level customer support in B2C environments.<\/p>\n\n\n\n

In contrast, more advanced applications\u2014such as use cases involving B2B customers, sales partners, or internal processes\u2014are still relatively rare. This indicates substantial development potential for the coming years.<\/p>\n\n\n\n

Efficiency gains in focus \u2013 with mixed results<\/strong><\/p>\n\n\n\n

The primary driver for implementing bots is to relieve employees from routine tasks. 90% of companies cite this as a key objective.<\/p>\n\n\n\n

Other important goals include faster response times and improved availability. More than 40% of respondents report that they have already achieved improvements in these areas.<\/p>\n\n\n\n

However, results are more limited when it comes to cost reductions or increasing resolution rates. This suggests that many organizations are still in the early stages of their learning curve and have yet to unlock the full potential of these technologies.<\/p>\n\n\n\n

Success factors: more than just technology<\/strong><\/p>\n\n\n\n

One of the key insights of the study is that success is not primarily driven by technology\u2014but by execution.<\/p>\n\n\n\n

The most important success factors include:<\/p>\n\n\n\n