Chatbots are promoted as cross-functional business assistants. This sector is growing faster than the app industry now, and up to 80% of companies (according to Insider Pro) are ready to invest in the development of their own talking robots. What does stand for this figure: a hype or a real benefit for business? To answer this question, let’s figure out what tasks can be currently solved by chatbots. Spoiler: they fail to perform all the orders equally well.
If business processes include conventional repetitive tasks (in the external and internal communication area), they can be committed to chatbots.
For example, a chatbot can check contractors’ accounts or customers’ order sheets and, detecting errors, send documents back, requesting to bring in corrections. Within the company, a robot can accept and verify holiday applications or any other regular reports. If paperwork does not require a creative approach, a chatbot is able to cope with it.
However, it is human managers that work with contractors and customers at small companies. It allows to establish contact and obtain the target audience.
Twenty-four-hour feedback with users
Chatbots can work around-the-clock, 24/7. This is their obvious advantage. If the technical support of your company receives a lot of similar questions, chatbots will help to answer them. For instance, they can inform clients of a delivery status at courier companies and select the best possible calling plan for users at mobile operator office. Unfortunately, chatbots still fail to process complicated voice requests. To be honest, human call center operators not always manage this as well!
Robots have one more benefit: they are able to analyze requests and define problem areas causing difficulties for users. The solution of these challenges will also reduce call center duties.
Sales on messengers
Marketing specialists mention that the conversion of promotional messages on messengers is significantly higher than in commercial email newsletters. Besides, the Generation Y (20-30 years of age), which the majority of brands are focusing on now, is more likely to use messengers rather than voice communication and emails. Therefore, chatbots are quite successful as a sales tool. It is expected that the development of data mining will allow bots to choose targets more accurately and select offers better, as they will have data on each customer.
Staff relations include lots of routine. HR managers at large companies usually collect feedback and conduct an assessment of employees. A chatbot can perform this task by sending forms to personnel and analyzing them afterward.
When a company looks for new employees, chatbots are also responsible for the preliminary sorting of jobseekers’ resumes.
If company employees use several informational systems, they can communicate with them using a chatbot. Combining CRM, analytics, and accounting into a single chat is a perfect idea for those who do not want to work with several interfaces.
Moreover, a chatbot can be a comprehensive virtual assistant: it can remind you of meetings, analyze data, and fill out forms, asking questions. Such assisting robots are popular among financial experts.
If at least one of the points can be applied in your business, think of adding a chatbot to your team. Even if you do not save money directly by decreasing the number of personnel, you will definitely release your employees from routine. The experience has proven that such a step improves the quality of the rest tasks and leaves more time for rationalization and creative solutions.