Gen X, Y or any other fancy term describing the current demographics is tuned to using voice, text and natural language to complete their work. That’s why a new generation of enterprise chatbots is needed at work.
Read over the textbook definition of a chatbot and you’ll understand it’s a computer program designed to hold conversations with humans over the internet. They can understand written and spoken text and interpret its meaning as well. The bot can then look up relevant information and deliver it to the user.
While chatbots reduces time and efforts, it’s not easy to create a chatbot that customers will trust. Businesses will have to consider the overall
- Team complexity
- Brand image
- Identity and access management
- Other parameters to fully integrate chatbots in their organizational structure
If correctly implemented enterprise chatbots can perform pre-defined roles and tasks to improve the business processes and activities.
Shortlisting the right chatbot
Automating repetitive and mundane work will increase the productivity, creativity, and efficiency of the organization. Evolution of chatbots will create more business opportunities for enterprises and new companies. Both SMBs and enterprises can improve their customer satisfaction with customized chatbots that help in offloading employee workload or support the various teams in the organization.
Enterprises first need to identify the type of chatbots needed for their organization to kick start their digital transformation. Depending on their requirements, there are two types of chatbots.
- Standalone applications
- Built within the messengers
Usually chatbots associated with messengers have an edge over standalone apps. They can be downloaded and used instantly. They are even easy to build and upgrade, faster compared to apps and websites and also cost effective. You also don’t have to worry about memory space.
AI based or machine learning chatbots learn over time from past questions and answers, and evolve their response accordingly.
What’s in it for enterprises?
There are some universal benefits that businesses in any industry or vertical can benefit from.
Streamlining your IT processes
A variety of business processes across your departments can be streamlined using chatbots. Your employees’ mundane, repetitive but essential tasks can be taken up by the chatbots, giving more time for revenue generating activities. For instance, they can be tasked with follow ups with clients or answering the FAQs by customers.
Act as personal assistants
Chatbots are a great help for the time constrained employees to manage, schedule, or cancel their meetings, setting alarms and other tasks. Context sensitive digital assistants help in organizing their daily routine by understanding the context, behaviors and patterns and suggesting recommendations.
24/7 customer support
Customer expectation is high with them demanding instant and quick resolution for their concerns and problems. Enterprise chatbot solutions offer a cost effective 24/7 customer services for you. Advancements in AI, machine learning and natural language processing (NLP) can allow them to understand the context, usage of slangs, and human conversation to a large extent. On a cautionary note, chatbots should easily handover the conversation to humans to avoid any unnecessary customer conflicts.
Generate business insights
The data deluge faced by the enterprises is costing them through lost insights and business opportunities. Vast data generated across the organization by employees, customers and business processes cannot be completely analyzed, and it leaves data gaps. Leveraging chatbots for processing and analyzing the stored data can result in identifying potential problem areas and take preemptive actions to mitigate the risks.
Reduce Opex & Capex costs
Enterprise chatbots are one-time investments, where you pay only for the chatbot, train it and its forever yours. No monthly payrolls, or sick leaves. You have a 24/7 virtual employee managing your routine and repetitive tasks.
Increase efficiency and productivity
The end result of all the above points is increased productivity. By training your employees about the services and products, a chatbot solution helps your employees to tackle the generic queries from customers. Thus, ending the time-consuming customer facing tasks and helping in the sales funnel.
In conclusion, chatbots are changing the working dynamics of enterprises. The best way to ensure a satisfied customer experience is to build bots that act without being supervised and offer the best solutions to their problems. With new advancements like AI, NLP and Machine Learning, it’s safe to say that chatbots are the future of enterprises.