What comes first in mind when thinking about a chatbot is a conversation interface used on a website to facilitate support-related queries. Besides websites, chatbots are now also seen working in apps, social media, platforms, and much more. However, chatbots are also useful for facilitating internal processes. So, an all-inclusive chatbot is what we call an enterprise chatbot.
In this guide, we will uncover all about enterprise chatbots, including its working principle, benefits, and use cases. So, let's get started!
- What are Enterprise Chatbots?
- Working Principle of Enterprise Chatbots
- 5 Types of Enterprise Chatbots
- Benefits of Enterprise Chatbots
- Use Cases of Enterprise Chatbots
- VOC AI – The Best Enterprise Chatbot Platform
What are Enterprise Chatbots?
According to Gartner, chatbots are “domain-specific conversational interfaces that use an app, messaging platform, social network or chat solution for its conversations”. This reflects that chatbots have a wide range of applications, which range from customer service to automating internal processes.
Enterprise chatbots are advanced and sophisticated conversational interfaces designed specifically for organizational use. The capabilities of chatbots for enterprises are not confined to customer service; they also optimize internal processes, automate repetitive tasks, resolve employees' queries instantly, and much more. In short, enterprise chatbots are meant to optimize the efficiency of organizational operations.
Key Features of Enterprise Chatbots
Some of the key features of enterprise chatbots that set them apart from typical chatbots are as follows:
- Efficient Task Management: Enterprise chatbots handle multiple requests efficiently. They are trained with comprehensive company data and provide accurate and fast issue resolution.
- Integration across Departmental Applications: Enterprise chatbots are capable of integrating with different applications used across departments, such as customer support, sales, HR, IT, etc. The integration leads to streamlined information flow and improved communication for customers and employees.
- Assist in Multiple Use Cases: Since every enterprise has unique needs, these chatbots are able to assist in multiple use cases, such as IT support, employee training, sales support, and more.
- Multi-language Support: Enterprise chatbots offer multi-language support, which is essential for international businesses dealing with customers and employees from different parts of the world.
- Continuous Learning: Besides getting trained with computer data, enterprise chatbots also learn continuously from their interactions. This helps them optimize their responses.
- Scalability: As the business expands, so do the support tickets and interactions. Enterprise chatbots are designed to scale as businesses scale and fulfill needs proficiently.
- Transfer to Live Agents: Enterprise Chatbots can seamlessly transfer chats to live agents. They provide all the required information to human agents to ensure a satisfactory customer experience.
In short, enterprise chatbots are uplifting the capabilities of chatbots and offer more powerful, sophisticated, and feature-rich chatbots to fulfill customers, employees, and internal needs.
Working Principle of Enterprise Chatbots
The working principle of enterprise chatbots revolves around the use of conversational AI with a blend of sophisticated Natural Language Processing (NLP) and Natural Language Understanding (NLU) technologies.
Natural Language Processing (NLP)
Natural Language Processing is all about interactions between human languages and computers. It uses a bot whose main job is to interpret the text input and understand the intent and context behind a user's query.
Natural Language Understanding (NLU)
Natural Language Understanding empowers the enterprise chatbots to interpret and understand human language nuances. It helps chatbots understand varied sentence structures, idiomatic expressions, emotional tones, and more. This way, chatbots can separate urgent and casual inquiries and respond accordingly.
Response Generation
After NLP and NLU processing, the next crucial step is response generation. It has to select the best response/action that aligns with the user query. For that, most enterprise chatbots use deep-learning algorithms, which help give the right responses and also improve their responses with the passage of time.
5 Types of Enterprise Chatbots
There are 5 types of enterprise chatbots you will see used by different organizations. The details are as follows:
1. FAQ Chatbots
The Frequently Asked Question (FAQ) chatbots are chatbots designed to assist with frequently asked questions related to internal queries, customer queries, or routine tasks. These chatbots leverage natural language processing to understand queries and provide authentic responses. Some of the ways they can assist include guiding onboarding tasks, assisting in account issues, troubleshooting common issues, etc.
2. Conversational Chatbot
Conversational chatbots are advanced versions of FAQ chatbots that can have more back-and-forth human-live dialogues. They can smartly understand the nuances and context of a conversation and provide more personalized interaction with users. In short, they can provide more context-aware replies to complex queries.
3. RPA Chatbot
Robotic Process Automation (RPA) chatbots work in the background and help automate different repetitive tasks. They are meant to save manual labor and streamline workflow. They can help in automating data entry tasks and data retrieval. Moreover, they can work with human agents to reduce workloads.
4. AI Customer Service Chatbots
AI customer service chatbots are emerging and high-in-demand chatbots. They are similar to conversational chatbots but leverage AI technology to better understand and respond to queries. They can understand the customer's emotional state and then respond accordingly. Besides that, they can direct customers to the right personnel or department instantly.
5. Lead Generation Bot
Lead generation bots are meant to identify and nurture potential leads. They can engage visitors with personalized conversations to capture them as potential leads and gather key information. Furthermore, they can provide product recommendations, track visitor behavior and preferences, and much more to facilitate the sales process.
Benefits of Enterprise Chatbots
The above discussion around enterprise chatbots clearly reflects their game-changing role for organizations. However, let's dive deep into the benefits of enterprise chatbots to properly understand their necessity:
1. Elevate Organizational Efficiency
Enterprise chatbots play a crucial role in elevating organizational efficiency. They automate many routine tasks/inquiries, which helps personnel to work on more complex tasks. Moreover, they increase workflow efficiency and offer faster response times.
2. Reduce Resolution Time for Support Tickets
Since large organizations have a higher number of support tickets, enterprise chatbots reduce the resolution time for support tickets. They can handle FAQ queries, troubleshoot common issues, and even tackle complex queries effectively. Moreover, they also streamline the workload of the support team. All these attributes lead to reduced resolution time for support tickets.
3. Uplift Customer/Employee Engagement
Enterprise chatbots are interactive and can have engaging conversations with customers and employees. They can provide personalized and accurate responses, which is what customers/employees need today.
4. Reduce Operating Costs
Enterprise chatbots are directly linked to reduced operating costs. Since they are available 24/7 and automate query resolution and repetitive tasks, they lower operational costs.
5. Provide Resourceful Insights
Many enterprise chatbots are able to record and analyze customer interactions. So, they also serve as a valuable resource for organizations to make strategic decisions for marketing and sales strategies.
Use Cases of Enterprise Chatbots
Now that we have cleared the basics of enterprise chatbots, let's shed light on a few of the use cases of enterprise chatbots:
- Customer Support: Provide 24/7 customer support to address queries and troubleshoot issues.
- Employee Onboarding and HR Support: Provide new employees assistance by addressing their queries about company policies, benefits, etc. They can also provide support for HR-related activities, like leave requests, expense reimbursements, etc.
- Sales and Lead Generation: Engage with visitors, qualify leads, provide product recommendations, and more to increase sales.
- Training Support: Facilitate employee training by providing learning materials, training modules, and more.
- Order Assistance: Help employees place orders for equipment, supplies, etc.
In short, there are wide use cases of enterprise chatbots. They are capable of customizing and adapting to different requirements of different organizations.
VOC AI – The Best Enterprise Chatbot Platform
Considering the usefulness of enterprise chatbots, there are now many platforms to create and configure chatbots for your organization. However, it is important to choose the one that offers an intuitive interface, powerful features, and wide integration. One such platform to trust is VOC AI Agent.
VOC AI Agent is a powerful and complete enterprise chatbot platform that can easily be trained on your organizational data and then facilitate customers' and employees' queries. It provides 24/7 real-time intelligent support and automates over 70% of inquiries.
Why VOC AI Agent is one of the best enterprise chatbots is evident from the below points:
- Can get trained on your organization's data from the website, documents, and other resources.
- Instant response to queries within 5 seconds.
- Intelligent and personalized conversations with customers.
- Easy to configure and use.
- Integrate with websites, WhatsApp, Shopify, Facebook, Intercom, and more.
- Instantly transfer the chat to human support on customer request
- Insightful data analytics about chatbot responses.
In short, VOC AI Agent incorporates all the core features organizations need to set up and use enterprise chatbots for customers and employees. So, why think more? Activate your free trial of VOC AI Agent right now and begin your journey to deploying a comprehensive enterprise chatbot.
