One of the leading chatbot trends in 2019, is the implementation of virtual assistants for internal usage by enterprises. We envision this trend being ever more powerful during this year and the next. Let’s have a look at some typical cases and scenarios where virtual assistants could be useful for internal purposes.
The first and most commonly known cases are the automation of various employee self-service functions:
- ordering / approving vacations
- requesting access rights
- getting the payment bill details
- reporting business trip expenses
- requesting business cards and etc.
The key value driver is saving employee time away from non-productive operations. That value could be even more increased in the case of employees out of the corporate network joining by a chatbot. We have seen examples when metallurgical holding, where 70% of employees do not have access to an Active Directory (mainly workers on the production floor) gained access to employee self-service via a chatbot. This leads to enormous (about 20% ) cost reduction as an HR support function, so employees started to address their questions via a centralized chatbot solution.
Chatbots are much loved by those corporate IT toiling away with the code. IT guys want to automate the resolution of IT requests and instead of registering tickets and directing them to the right second line support teams are applying bots to handle standard requests and provide helpful self-service.
This new and powerful trend is the usage of a chatbot as corporate media. Imagine a company with ten thousand employees, where not all of them are using the PC in the workplace – how will you deliver the corporate news? Intranet portal, paper, maybe old school newspaper? A Bot in the telegram or Viber or Facebook could be a viable solution. The internal communication department could gain a powerful tool to deliver their messages quickly and at near zero cost.
Chatbots are also getting as popular as corporate virtual assistants, which provide access to relevant information inside the company, helping to manage the knowledge, find answers and experts in the large corporate space.
The examples above are focused on serving the internal needs of an organization, while we at Chatbots.Studio believes that most of the value of enterprise chatbots is created by serving the customers.
Chatbots are regularly used by our customers to get orders, be notified about new requests and the need to visit with a client, complete checklists and surveys after the customer visit and so much more. Almost everything automated by internal mobile apps could be handled via in-messenger assistants at a significantly lower cost, with the same tangible business benefits, such as improved employee efficiency (orders are taken per employee), reduced stocks, faster order processing, and higher NPS scores.
If you want to build the chatbot for your business, feel free to contact us and get the valuable offer.