Enterprise chatbots can become integral elements of a business’s success when they are properly implemented and programmed. Particularly for customer-facing jobs where customer experience matters immensely to achieve business objectives, enterprise chatbots should represent the best elements of conversational AI.
However, many enterprises fail to reach these goals because the technology is inadequate, making the use cases out of scope and exposing misalignment between the bots’ capabilities and business priorities. Enterprise chatbots have failed across various business settings because there is a lack of business involvement and enablement during the development stage. Partly due to these reasons, as well as a lack of emphasis on understanding and personalization, many enterprise chatbots lack any relatability to human emotions. Chatbots also struggle with natural language proficiency, are overly scripted, or are inundated with data to the point where they lack dynamism.
Around 24% of enterprises are using chatbots in 2022, and that number will likely increase as the chatbot market is projected to grow by billions during the current decade. Having an enterprise chatbot deliver hyper-personalized experiences at scale for customers and employees alike drives productivity and enhances business performance across verticals. The use cases for a fully functional and adaptable chatbot are wide-ranging and add much-needed operational flexibility for enterprises, regardless of size or infrastructure.
Intelligent Chatbots Can Successfully Address Lacking On-Demand Customer Support
When involved in a customer-facing industry, leveraging conversational AI tools, machines, and software that deeply engage customers makes a big difference in handling ever-changing consumer requirements. However, several enterprises struggle with on-demand customer support, and it’s easy to see why.
Enterprises need a large workforce to facilitate 24/7 customer support consistently. Some enterprises can’t handle the additional hiring costs necessary to ensure on-demand support. This leads to lost business and burnt-out staff, which in turn causes high turnover. Unfortunately, this has become a pervasive problem across industries in the post-pandemic world.
Thanks to enterprise chatbots, leaders have solutions in place that can improve the delivery of hyper-personalized customer service, reacting to queries and demands without needing additional prompting. Delivering hyper-personalized experiences, an enterprise chatbot can help customers lodge complaints and inform customers of the status of their complaints, ensuring timely conflict resolutions. Fully optimized enterprise chatbots learn in real-time via natural language, which is a far cry from the typical hard-coded chatbot solutions that restrict businesses. Powered by natural language, enterprise chatbots can engage in formal conversations with customers, truly understand the meaning and context of the requests, and captivate the nuances of the scenarios they’re involved in.
Chatbots are fitting solutions to help enterprises successfully upgrade their customer relationship management (CRM) solutions.
A Chatbot Can Provide Comprehensive Personal Assistance to Team Members
Enterprises need all the support they can get to provide support to team members while also generating enough return on investment (ROI) to offset the costs. Having the space to facilitate personal assistance is something that concerns enterprises since personal assistance through a chatbot improves business functionality and smoothens workflows.
Acting as a personal assistant to every team member, enterprise chatbots can help with every bit of required information to complete tasks. Chatbots can take care of not only the simple repetitive tasks but also complex inquiries so that human agents are used only on an exceptional basis. Chatbots can handle the scheduling or canceling of meetings as well as organize business travel.
Around 57% of businesses say chatbots deliver a huge ROI on minimal investment, and personal assistance or hyper-personalized service is one of the ways they do that.
Providing Definitive Product Knowledge
Enterprises have hundreds or thousands of products/services, and that creates issues for customers seeking the ones that best satisfy their unique needs. Customers are unsure where to begin with their searches, leading to frustration and potentially lost business for enterprise leaders. Customer-facing teams are therefore burdened with a lot of work that they simply don’t have the time or resources to handle.
Hyper-personalized and highly contextualized enterprise chatbots that can readily process information can assist customers in selecting the right products, helping with order placement and processing. By providing improved customer experiences, enterprise chatbots boost sales and increase the customer base.
Simplifying B2B Processes
From placing orders to making product/service-related information requests and handling payments for supplies, there are various business-to-business (B2B) processes that take up too much time. A big chunk of the workforce is wasted doing these activities, leading to diminished productivity and lost business for enterprises.
Enterprise chatbots can be leveraged to handle B2B activities and reduce workloads, automating all B2B processes and redirecting them through a built-in platform that leverages natural language processing and artificial intelligence capabilities. Fully capable enterprise chatbots can answer all questions, invoices, payments, and supply chain requests.
Natural language and AI both integrate high-value conversational capabilities that will extract the most value from sales and supply chain conversations while streamlining workflows, so productivity isn’t held up by monotonous, drawn-out tasks.
The Importance of Natural Language Interaction for Enterprise Chatbots
Natural language is the proverbial spoon that stirs the drink for chatbot developers. Too many of today’s chatbots are hard-coded and read-only, meaning they only offer fixed responses and have no real-time adaptability to speak of, making conversations frustrating and hard to get through. They pick the questions and answers for you, so what you’re really looking for is nowhere to be found in the pre-set listed options they provide.
Enterprise chatbots work best when they can easily learn in real-time through natural language without being overly scripted or heavily data trained. With deep parsing, contextual understanding, reasoning, and disambiguating, enterprise chatbots understand the goal of the request and break down the goal into multiple sub-goals to properly interpret and fully address the user request.
Synonyms, homonyms, antonyms, etc, and the positioning of the words make all the difference in understanding real context. By understanding the various cognitive factors of human interaction, enterprise chatbots can break down sentences in real-time and offer swift responses relevant to the requests that are being made.
With real-time understanding, enterprises can reduce the burden placed on customer-facing teams, catalog managers, human resources, and other verticals. As a result, fewer resources are required for different operations, improving employee efficiency and leading to more focus on mission-critical tasks, inspiring creativity and motivation throughout teams.
Enterprise chatbots have so much potential if the developers and people that use them realize that a focus on understanding and personalization is needed for them to improve business performance.
Srini Pagidyala is a seasoned digital transformation entrepreneur with over twenty years of experience in technology entrepreneurship. In 2017, he Co-Founded Aigo.ai, a new category “chatbot with a brain” that delivers hyper personalized conversational experiences.
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