Whether it is on mobile or desktop, you should have already noticed a lot of chat-bot integration for fun on messaging applications or for customer relationship management. By 2020, most of the digital interactions will be with voice chatbots, which will be integrated with machine learning & artificial intelligence on the background to serve better output. Level 1 customer service helpdesks will mostly cease to exist.
Currently, on implementation, businesses are lagging behind in content management, search and support for internal processes and machine learning will simplify the efforts. The following areas have huge opportunity for automation:
There are unlimited opportunities for automating where you can use chatbots, you can collect data on most frequently asked 100 queries by employees and integrated with chatbots, This will help both for productivity as well as employee satisfaction, As too much new employee time is wasted in engaging with HR and complaints of non-responsiveness by HR teams. Some examples are below and also you can do complete onboarding process thru chatbots.
There are many IT issues for which calling a helpdesk is irrelevant and you can use chatbots to fix issues. Do a Pareto Analysis (80:20 rule) Identify top 100 reasons for receiving calls on IT help desk and fix them using chatbots. Some examples are
The biggest challenge nowadays is real-time training support for employees to perform their duties, some examples:
The biggest advantage is you can define all type of reports in chatbots and eliminate all middle layer requirement and can be done for all functions.
The cost of implementing chatbots is already very low and with increasing competition as well as integration of machine learning and AI, the future seems to be seamless. This is definitely the biggest opportunity to continue the digital transformation of companies.
Ashok is a Business Transformation Leader and certified Six Sigma Master Black Belt. He is expert in Robotics & Digital Strategy Consulting. He previously led successful projects at IBM, General Electric (GE), Zenta (Accenture), GENPACT. Ashok has more than 25 years of experience in Business transformation using latest innovative technologies.