What are chatbots?
Chatbots are intelligent software that facilitates seamless bidirectional communications between humans and robots using natural language.
Chatbots make automation better
Chatbots form an efficient interface between machines and humans.
Robotic Process Automation (RPA) bots can take the information collected by chatbots to initiate processes on the backend. Chatbots help cut down the bottlenecks created when waiting for humans to take action.
What can chatbots do?
Understand natural human speech and interact conversationally
Explore and gather data from large databases, then retrieve useful information
Integrate with other systems such as CRM
Analyse past interactions with a particular person and provide recommendations
Converse seamlessly across multiple digital channels (omni-channel)
Benefits of chatbots for your business
Improved operational efficiency
Chatbots can retrieve relevant information and answer queries in seconds, working much faster than human workers
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Reduced cost
With chatbots taking over large volume interactions with customers, your business can dramatically reduce the costs of customer service
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Better customer experience
The 24/7 availability, instant responses, and natural-sounding dialogues chatbots can provide superior customer experience
Better employee engagement
Chatbots take over mundane interactions, allowing your employees to handle more meaningful, high-value interactions that tap into their expertise
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Automation use cases using chatbots and RPA tools
Chatbots and RPA bots work hand in hand to achieve seamless automation
RPA helps perform repetitive tasks as efficiently as possible, while chatbots automate interactions with human users.
You can execute customer requests directly in enterprise systems
By integrating chatbots with RPA, you can cut down intermediate steps between customer interactions and back-end processes. RPA bots can execute customers’ requests (obtained through chatbots) directly in your ERP, CRM, and more.
Here are just a few examples of how chatbots and RPA work together to automate processes in the industry:
Finance
Example use cases:
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Customer concierge
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Opening new credit
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Contract execution
Finance
Sales & Marketing
Example use cases:
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CRM 360
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Supplier 360
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Product 360
Sales & Marketing
Project Management
Example use cases:
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Real-time KPI management
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Real-time operational KPIs
Project Management
Customer Service
Example use cases:
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Contract execution and follow-ups
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Handling of customer complaints
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Task approvals
Customer Service
Contract Management
Example use cases:
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Contract execution
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Contract termination
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Contract renewals
Contract Management
Human Resources
Example use cases:
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Recruitment
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Exit interviews
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Leave application
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Employee feedback
Human Resources
Do you need to know more use cases? Contact us.
