“Next year, we will start accepting other traders on our platform in Spain. Over there, the competitive environment looks different than ours. In Germany, we are discussing various options.”

Media Markt-Saturn has also experimented in Spain with a pilot project using an artificial intelligence from IBM in their customer service. “The self-learning system has taken over part of the communication with the Spanish customers”, says Wild. “Conventional chatbots can only give predetermined ‘scripted’ answers to certain questions. We believe there is more.”

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