Artificial Intelligence – The one word that is at the tip of every technophiles tongue.
Even though many may not understand the concept and functionalities of AI completely, we can say with a definite certainty that AI has successfully transformed virtually every aspect of both our personal and professional lives.
With over 85% of global executives believing AI will allow their companies to obtain or sustain a competitive advantage, AI is for sure going to a play much larger role in enhancing the organizational work productivity.
Out of the many applications of AI technologies, chatbots are the most popular and are currently making the biggest noise amongst top executives.
We are not making this up. Here are a few reliable stats to prove our point.
Along with already popular applications in the B2C space, chatbots are revolutionizing the B2E and B2B organizational scenarios as well.
But before we delve into the applications part, let’s take a look at how these bots are built, using an Enterprise Chatbot platform.
What is an Enterprise Chatbot Platform?
To sum it up in a few words, a chatbot platform is a toolset which is used to build and deploy chatbots. Every organization has its own set of unique challenges that can be overcome by convenient automation provided by chatbots.
After establishing a clear-cut chatbot strategy, enterprises can use a bot builder platform to build, train and manage customized bots.
Before the advent of chatbot platforms, building a bot was a strenuous task and required sophisticated toolsets and advanced coding knowledge.
However with time, several bot building platforms flooded the chatbot market and led to the creation of safe AI bots which need minimum deployment time and almost zero coding knowledge.
Enterprise chatbot platforms also allow IT departments to have complete control and access to monitoring bots.
Often powered with AI and its related components like Natural Language Processing, Machine Learning etc., these platforms can deploy tailor bots which usually integrate into the existing enterprise LOB and ERP systems.
Acuvate’s bot builder platform – BotCore for example, can even integrate with your existing AI cognitive services platforms like Google AI, Amazon AI, IBM Watson, etc.
Since the AI landscape is still evolving, BotCore’s “Cognitive Abstraction” can leverage any AI service available today and will scale for future services.
Through these platforms, you can even add additional capabilities to your bots like integration with APIs and popular messaging platforms like Skype For Business, Slack, Skype etc.
Now that we have discussed what enterprise chatbot platforms mean, let’s check out how they are being used:
Automating Internal Task
The future of workplace productivity majorly depends on one aspect: speed ~ How fast can an employee complete a given set of tasks while not compromising on quality?
AI powered enterprise chatbots can automate and streamline various labour-intensive and routine tasks of employees. These can include:
- Automating the enterprise IT help desk.
- Automation of the intranet content authoring module.
- Repetitive administrative and office tasks etc.
Based on the organization’s needs, chatbot platforms enable the creation of customized bots to automate their business processes.
Since employees don’t have to waste time on such mundane tasks, they can focus only on productive work that needs their attention.
This is the most popular application of enterprise chatbot platforms. Powered with AI, chatbots are gradually reducing the dependency on a human for customer care.
Gartner predicts that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.
With the rapid advancements in machine learning and natural language processing, chatbots are able to conveniently understand customers’ queries and provide satisfactory answers by gathering the feeded data.
44% of US consumers already prefer a chatbot over a human for customer service.
The 24/7 availability of a chatbot and its ability to integrate into popular messaging/social media platforms are another major contributing factors for this mega trend.
Intelligent Digital Assistants at Work
On a daily basis employees have to juggle between multiple applications for accessing different types of data and get work done. This constant juggling is a tedious process for employees and overtime decreases their productivity.
Again, the ability of chatbots to integrate seamlessly into the enterprises’ messaging platforms like Skype For Business, Slack etc. can solve this problem.
Chatbots act as digital virtual assistants in this scenario.
Employees can obtain data at their fingertips, without opening new applications or windows. The best part – Data can be presented both in text and rich media formats.
By integrating chatbots into organizational messaging platforms:
- Sales reps don’t have to check out the CRM and other BI systems every time for accessing information.
- Employees don’t have to hover around the HR department for every small issue.
- Users can get real-time advice on solving technical issues and reduce their dependency on the IT helpdesk.
The push medium of chatbots even enables them to send personalized updates, recommendations and best practices to employees.
This is another important area in which chatbot platforms are having a significant impact.
Businesses can use bot builder platforms to create chatbots which can ease up the entire project management process.
Chatbots can make the whole procedure less time-consuming and more productive by automating and effectively organizing repetitive admin functions.
These bots can also send individualized reminders, updates and allow project managers to automate internal team communication.
Gartner confirms that AI chatbots can even act as scheduling agents. By communicating with each other and accessing users’ calendar, bots can lock a date for a call/meeting based on the mutual availability of users.
Choosing the right AI-powered enterprise chatbot platform
There are several bot-building platforms out there offering a whole lot of features with each platform having its own set of unique features. But which features will actually matter for better business bottom lines?