They answer simple queries from customers and in this way relieve customer service staff. In this way, chatbots contribute to an increase in service quality at low cost. There are already many successful examples of the use of chatbots in service in industry. But chatbots are also becoming increasingly relevant for internal communication. Here, they can not only solve topic-related questions from employees, but also support the entire internal flow of information. Our examples of the use of chatbots show the potential of the technology.
How chatbots work
Chatbots are software systems that interact with human users. Natural language in oral or written form serves as the medium. They are therefore integrated into telephone hotlines or chats, for example. By means of speech recognition (natural language processing), they interpret a service request, for example.
In a knowledge database, knowledge elements are assigned to certain keywords or entire questions. The chatbot compares the recognised voice or text input with the stored keywords. The chatbot then uses prioritisation logic to provide the corresponding entry from the knowledge database as an answer. Advanced chatbots use the interactions to constantly improve their answers. To do this, they use artificial intelligence (AI), which can recognise the deeper background of queries. This enables them to provide even more precise answers. The principle can be used in HR services, for example.
1. HR Service: Chatbot as first-level support
How far along is the holiday application or where can I find the valid shift schedule? Such standard questions are time-consuming - and they occur more often than many think. Similar to customer service, chatbots can relieve your HR staff here. The chatbot can be integrated into the company messenger or a chat function in the intranet.
2. implement chatbots as a push function
The most common application examples use chatbots to answer questions. But, appropriately programmed, the bots can also actively share information. For example, employee communication can spread news via the company's internal chat. Chatbots can also bring employees together in a topic-related chat group and store important content for processing a common task. You can find an example on the topic of fault processing here.
3. strengthen networking between team members
More and more people are working from their home office. While it can be a challenge for well-rehearsed teams, new employees find internal communication in the home office particularly difficult. Especially in the onboarding phase, they need a lot of small help and tips to quickly find their way around. This is where the chatbot does valuable work. For example, it can suggest webinars to new colleagues and directly provide the link to book them. In random mode, the chatbot sets up a coffee appointment for the new employee with a team member. This is a good start for social integration.
4. linking chatbots and RPA
With this example of the use of chatbots, we are looking to the future. Because experts promise great potential from linking chatbots with so-called software robots. The concept is also known as Robotic Process Automation, or RPA for short. Unlike chatbots, these bots do not interact directly with human users. Instead, they slip into the role of software system operators. In this way, they can bridge missing software interfaces. The collaboration can look like this: While the chatbot receives a request for a service appointment, the software robot can operate the associated booking system in the background. This makes particularly efficient Workflows possible, even if, for example, the ERP system does not offer the interfaces.
Digital communication and Workflows can significantly improve internal and external collaboration. In the MEXS blog, we keep you up to date on technical advances.