How bots are shaping the digital workplace

We are in the midst of the 4th industrial revolution. The fourth industrial revolution is marked by breakthroughs in things like robotics, nanotechnologies, quantum computing, IoT, 3D printing and autonomous vehicles, to name a few. Technologies such as artificial intelligence and bots are becoming commonplace in society, but how are they shaping the way that we work?

Replacing traditional app development

By 2021, Gartner predicts that more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile development. Microsoft CEO Satya Nadella said that ‘bots are the new apps.’ It is estimated that in 2018 more enterprises will develop a bot strategy to use an AI-powered chat bot platform to deploy, train and manage bots in B2B and B2C environments.

 

Facebook is increasingly becoming a popular platform for bot development and deployment. More than 100,000 Facebook bots chat to people every day, according to Hootsuite, representing the first large-scale appearance of AI technology in real life. The thing that makes them so appealing to end-users and businesses-alike is that they are built for convenience. Instead of opening multiple apps, going online or making a phone call, you can simply ask the bot to perform a desired task.

IT helpdesk automation

Helpdesk requests usually comprise of basic or simple questions that take a lot of time to answer. Developing an IT helpdesk bot can help take care of these simple fixes to allow service agents to focus on more complex queries.

 

Chat bots can be developed to speak in a way that is native to the end-user, reducing pain points and making the process both pleasant and effective. Bots can easily be incorporated into enterprise intranets to allow for maximum productivity and user adoption. Over 85% of global executives believe that AI will allow their companies to obtain or sustain a competitive advantage. This brings new roles and specialities to the traditional IT team, opening them up to specialisms in AI operations and development.

Automation of Intranet

Consuming news and content to drive employee engagement can be an arduous task. So where do you start? It’s more than likely that most of your employees use chat or messaging apps both outside and inside of work.

 

Adopting an actively used messaging AI can help encourage collaborative working across the business and automate specific workflows. The way bots communicate can be tailored to be as verbose or as succinct as your users too. For example, HR is a good example of where AI can help – a chat bot can process annual leave requests and even send prompts to fill in return to work/absence request forms.

Customer Service

AI and machine learning are the key drivers behind HDFC Bank’s effort to improve their customer service experience. The bank is leveraging AI and combining it with natural language processing to offer a human-like experience via the bank’s homepage. With nearly 2.7 million customer queries made though their website, this technology has added a level of convenience to the end user without impacting on internal staffing levels.

 

The bank is also deploying bots across their social platforms. Their Facebook messenger bot also deals with customer queries.

Marketing and Sales

The benefits are huge, but not just from a customer service point of view. Chat bots can be developed to extract data and reports from your CRM systems and send them to sales teams via messaging apps in B2B environments.

 

From a B2C point of view, a chat bot can be a simple way of incorporating your brand into your customers lives in a way that is personal and valuable. It also allows you to be more ‘available’ – creating the element of business on demand.

 

For example, if you’re an insurance company you can enable customers to pull up policy information or help them to make a claim. Retailers can help customers pull up order information, track a delivery or help them make a return. Whole Foods have recently developed a bot to help its customers find recipes, resulting in an effective way to deliver content to boost engagement with the brand.

 

SmartSites is a next-generation digital workplace, offering everything you need to boost productivity and collaboration at your organisation. SmartSites is powered by LiveTiles – a single platform to create customised digital workplaces, connect disparate business systems, and offer a seamless daily experience across devices for all users.