The use of Chatbots and Virtual Assistants (AV) in the workplace is growing. According to forecasts, by 2021 25% of specialists in the digital sector will use them during the course of their daily tasks. Today, this percentage is only 2%, so we are facing a great opportunity for innovation that will surely change the way we work.
Progress in the Chatbots and Conversational Assistants market is due to advances in Speech to Text, Natural Language Processing (PLN) and Artificial Intelligence (AI). This has brought about a significant reduction in the price of Chatbots development at the same time that the use of these technologies increased.
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The truth is that Chatbots adapt perfectly to the way in which millennials and new generations interact with others. They are used to maintaining instant digital connections that keep them updated at all times. So it’s no wonder they require that same level of interaction when they do it with a brand.
Customer service is one of the departments that has had the most attraction, at least in recent years, when using Chatbots in its internal processes. These systems help clients achieve their goals quickly, either by solving questions or closing sales.
Now, what are the best ways to introduce Chatbots in your company? What are the best practices? Here are some points to keep in mind:
Chatbots do not contain magic recipes, forget about siren songs that promise to change and improve all your company processes with a single snap of your fingers.
Use a sensible roadmap during project implementation to use Chatbots in the company and focus your energies on achieving milestone “micro-wins”.
It is recommended to start using pilots, preferably to assess the competence of Chatbots in tasks in which your company already dominates using part of automation.
Also Read: Is Artificial Intelligence The Future Of Marketing?
One of the most common mistakes regarding the use of Chatbots, and other systems powered by Artificial intelligence, is that they will completely assume services and jobs that humans do.
This, in addition to being wrong, is unproductive. The Intelligence Hybrid, human and machine working together is far more effective in achieving the objectives of the company.
Chatbots are able to automate tedious tasks, liable to carry human errors, freeing workers from unproductive processes and will help focus the tasks of professional teams on actions that will contribute to greater personal satisfaction, while increasing ROI. to the company.
Humans prefer to communicate with a machine when we save time on the interaction we need to solve. Whether it be receiving a response on a product/service or a recommendation.
But, we hope that interaction with the Chatbot is as effective and error-free as possible. A Chatbot that doesn’t work properly will only irritate your customers or employees. Therefore, it is vitally important that you ensure that the Chatbot will interact in a professional and efficient manner prior to user questions.
Natural Language powered Chatbots are truly fascinating. They are able to answer complex questions, such as “Why …?” Or “What if I had … instead of …?”
Monitoring of interactions has to be done constantly to ensure a good experience when using them.
In addition, the maintenance of the linguistic rules is a complicated task that requires the work of a professional for its optimal use.
With the advancement of Artificial Intelligence in the different layers of the business fabric, it is very likely that your company will see itself participating in the use of Chatbots and Conversational Assistants in the near future. Either internally or to improve the experience with your consumers.
Stay ahead of your competitors and explore the capabilities of introducing Chatbots into processes that can be automated. Test your employees and customers to interact and do simple tasks using this technology.
Be transformative, look for situations where using a Chatbot really improves the user experience and does so in an innovative way.
Also Read: What Is Robotic Process Automation (RPA): Why Is It Important In 2020?
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