Disruptive Technology like Artificial Intelligence (AI) has raised the customer experience to another level in most of the enterprises across all industries and is flooded with emerging opportunities. While the enterprises have perceived the potential of AI, chatbots, for instance, have become a key feature of all digital industries.
“AI platform services will cannibalize revenues for 30% of market-leading companies by 2019.” -Gartner.
Chatbot has enhanced the company’s reach and helped them to engage their customers by providing the best experience. Bots have introduced an unmatched operational efficiency be it in product designing or manufacturing, delivering or even consuming.
Let’s say your customers are having some issues that need quick attention and want to get in touch with your business. Nobody wants to sit on a call for an hour to discuss their problem. 50% of them wish to get a reply within an hour and if you fail to resolve their issues then you’re not meeting their expectations. This means you are losing out on that 50% who will take action to express their dissatisfaction. Implementing chatbots in your business will help you drive customer experience at a lower cost compared to the human manpower. As per Ubisoft’s survey report, 45% of consumers say they would choose messaging apps over email to get in touch with a business.
Today’s buzzword ‘Chatbot’ engages users via auditory or textual methods to provide digital services. A digital service that has an ability to indulge in natural-language interactions with the customers. The interactions may include answering questions or assisting customers to place their order. Gartner estimated, by 2019, 40% of enterprises will be actively using chatbots to facilitate business processes using natural-language interactions.
Contacting customer care is old school now, today we prefer faster resolution to our queries. This has necessitated the need for chatbots. Now, we have 7 out of 10 customers who prefer to use messaging app to interact with their service provider.
Where chatbots empower customers to better interact with your business, it also enables your employees to excel in their interactions with the company’s systems. Chatbots have served buffet service where employees can obtain answers to their questions easily and drive value for the workplace.
According to Gartner, “Chatbots are entering the market rapidly and have a broad appeal for users due to efficiency and ease of interaction.”
You simply can’t have a personal assistant for everyone in your company. It would be a non-viable investment for your company as it requires more space and involves more costs and thus have zero return on investment (ROI).
This technology can work as a virtual assistant in your digital workplace, enabling your employees to prioritize their task, stay focused and simultaneously work together to run a seamless workflow. For example, setting reminders for the priority work, organize meetings, hotel or travel reservations for the business trip, and so much more can be done with the help of chatbots.
Chatbots have a huge potential in facilitating internal communications while offering interactive features to customers. It has the ability to access the company’s internal data to provide employees with immediate responses. For example, HR portal or the intranet where employees can have a live chat with their HR to ask their query and quickly get an acknowledgment.
Mary Brodie, UX Magazine content contributor expressed, “the user could ask the bot to show the projects that someone is working on, or ask to show projects in a particular department. The bot could then list the project names and you could request access to a specific project and the bot would arrange it. Or the bot may proactively suggest related projects that complement your work, or there may be a way to find a document that you need.”
Irrespective of the technology used in your business process, at the end it should yield an increased productivity.
Apart from assisting and communicating with your employees, chatbot can upskill your employees about the most trending technology and help them with relevant operation management.
Chatbots have a potential to show a clear insight to your employees and manage multiple tasks at the same time. This will help you to ensure that everyone in your company is updated with what’s trending in the digital arena and you will not have to personally follow up with each individual. As per experts, the ability to manage multiple tasks by a single chatbot helps your organization to cut down on the production cost and enhance 40% productivity in the organization.
As an enterprise you have to deal with enormous data daily and to keep a track of all can be very challenging. Especially, when you have a CRM system to manage your customers’ data you have to be very careful with the data security.
Here, chatbots can help you overcome these challenges. Chatbots can customize user interactions based on their initial interaction. You just have to give text instructions to flip across your data and get quick responses. With the ability to comprehend your customers’, employees’ and business’s internal data, it can automatically analyze your data for you and come up with a quick resolution in very less time. For example, if there is any change in your employee’s contact details, chatbots can cross-verify the details and make the appropriate changes accordingly. This will help your enterprise to have a well-organized and clean data thus maximize user engagement.
Chatbots are promptly overtaking every corner of the market and seizing business hype, however, do you know what impact can chatbots have on your enterprise? Digital leaders are required to embrace this technology in their business strategies to keep up with this trend or it will twist the order of employees’ interaction with no enterprise involvement. Regardless of the department that uses the chatbot, it’s has a huge potential to transform both digital world and your workplace.