- Fares Laroui
- July 22, 2019
Chatbots in the digital workplace: Is it a good idea?
Content
1. What is a chatbot and how do you use it for your business?
- What is a chatbot? Investopedia’s definition of chatbots consider them as a computer program and an AI feature capable of simulating human conversations through voice and text commands or both. Chatbots can be integrated into messaging apps, websites and operating systems. You can create your own chatbot using chatbot builder software such as Appy Pie Chatbot.
- Who is it for? The ability of chatbots to engage in human-like conversations with users has made them the solution of choice for companies to eliminate routine operations and repetitive requests and improve customer experience. Chatbots are available for different fields and operations like customer support, sales and marketing, banking, food delivery and more.
- How is it used? Regardless of the type of chatbot (basic or smart), the usage is more or less the same. A user asks a question and the chatbot or virtual assistant tries to provide the most useful answer. In the case of basic chatbots, the answers are already predefined for specific keywords. For example, if a user types ‘blue shoes’ and the chatbot is programmed to recognise that keyword, it will answer by providing a list of blue shoes. If that is not the case, it will display a generic answer like ‘I did not understand your question’. In contrast, smart chatbots are based on AI, which makes them able to record and learn from past conversations to provide accurate recommendations and answers.
engagement and performance
2. Four ways to use chatbots
With chatbots going mainstream, businesses have been trying to find a way to integrate the technology into their systems. Business ChatOps like Slack and virtual assistants like Amazon’s Alexa for Business are prime examples of the growing presence and use of bots and virtual assistants within businesses. For example, you can use Slack for project management by integrating it with third-party tools like Standuply that use chatbot technology to organize virtual standup meetings among team members
3. Use cases for chatbots
Facilitating access to information
The time spent by employees searching for and locating information is one of the most recurrent problems facing businesses today. A chatbot fully integrated with different sources of information like document libraries, wikis, FAQs and websites allows users to find answers to their questions in a timely manner. All they have to do is ask their question and the chatbot will trawl the database to provide the right answer.
Customer support and help desk
Customer support and help desk are the customer-facing portal of any business. End users have been relying on traditional communication tools to get in touch with support teams, such as phones, emails and face-to-face contact. However, chatbots provide businesses with the opportunity to streamline this process by handling the initial point of contact, eliminating repetitive requests and freeing the workforce to concentrate on more important tasks.
Businesses that are short on support agents nowadays can outsource live chat to service providers like Deskmoz or Simpu which provides full-time in-house staff to provide 24/7 chat support to ensure that no opportunity gets missed ever. Being programmed to answer FAQs and handle simple requests, chatbots can significantly reduce waiting time as they provide answers instantly, 24/7.
Scheduling meetings and conferences
Chatbots and virtual assistants can be used to simplify daily activities. Controlling conferencing systems and scheduling meeting rooms are made easy with virtual assistants like Amazon’s Alexa for Business and others. The capacity of such bots to recognise human voice and to integrate with multiple systems like video conferencing and office suites makes them a powerful tool to facilitate day-to-day tasks.
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