WHAT ARE BOTS AND HOW TO USE THEM IN MY COMPANY?
One of the main applications of Artificial Intelligence in organizations is the implementation of bots . These are computer programs that simulate human behavior by speeding up numerous processes. If you ask yourself “ what are bots and how to use them in my company?”, below we clarify some key concepts. Bots programmed to hold conversations with people are called chatbots. These virtual personal assistants are nourished by a storage with key information to be able to respond to the questions posed by users, to which new information is added as a result of the learning they carry out in their interactions. This means that the bot will know more and more about his interlocutor to be able to adjust and succeed more in his answers or actions.
But the artificial intelligence that ‘feeds’ them allows them, in addition to talking directly with people, to start processes by being able to interact with different business systems.
CHATBOTS IN BUSINESS APPLICATIONS
The use of these programs is not limited to the area of direct customer service, employees themselves can benefit from this artificial intelligence technology in the daily use of corporate business solutions , such as ERP software , CRM program or applications of BPM .
A clear example is Pegg, bot of the Sage Business Cloud solutions that automates multiple business tasks. Mainly, it is focused on helping employees streamline accounting processes and simplify the use of business applications.
With Pegg it is possible to manage the finances of the company through conversations through Facebook Messenger and Skype. Its use is very simple, you connect with the chatbot through one of these applications and exchange as much income and expenses information as you want. Pegg is responsible for recording, accounting and tracking expenses and income, giving you any accounting information you require.
Thanks to the artificial intelligence that supports it, the more you chat with Pegg, the more you learn about the way you work and your most frequent efforts to even give you recommendations.
STREAMLINE SALES AND MARKETING PROCESSES WITH CHATBOTS
The implementation of chatbots within the IT architecture of companies is an opportunity to obtain more information from customers while increasing their satisfaction. The customer experience is better if you have a personal assistant to solve your demands and avoid having to phone or send an email to the company you contact.
But at the same time, the company obtains more data from its customers thanks to these interactions, which helps it improve sales and marketing strategies .
A very relevant case is that of online commerce. The uses of chatbots in retail companies are multiple, being able to recommend purchases as well as launch administrative processes to carry them out.
As advisory tools, they serve to simply facilitate the search for products, to make recommendations based on the user’s profile, which you will know better and better in each session. This advice and knowledge is key to provoke a purchase in real time or in the next connection as it will automatically identify the customer and propose what you previously consulted.
But they can also be involved in order processing. An advanced chatbot is also able to request the necessary data from the customer to directly activate an order, purchase and payment order.
UPDATE THE IT INFRASTRUCTURE TO GET BENEFITS FROM CHATBOTS
Before implementing a chatbot, either in the channel that is or for the profile that is (web, call center, business users, customers …), it is essential to review the IT infrastructure and communications of the company . Artificial intelligence applications are very demanding on issues such as integration between systems and storage .
If the technological architecture is not robust, the chatbot will not be able to function in a fluid manner and will not receive the required information at the requested time, which will cause the client to refuse.
Therefore, it is advisable to perform an IT and communications audit with an expert IT support and maintenance company that verifies the suitability of the corporate data center.