How Chatbots Will Change Enterprise Work Norms

May 11, 2017 | 2058 Views

Chatbots are the Next Big Thing at the workplace, and a number of companies have tried to launch their own versions of this smart technology. This has been made possible through numerous bot-building platforms that have hit the market. The trend started with messaging platform Slack launching a platform that allowed others to develop a bot on top of Slack. Now, a number of top companies such as Facebook, Google and Microsoft are offering their bot-building software for the workplace.

Here's how these developments will change the very nature of work in the modern workplace.

Bots rely on Natural Language Processing (NLP) to understand and learn from users' previous experiences and inputs. This means that bots need to be fed the right data for them to be trained to handle the problem at hand. How well a chatbot works depends on how simple the problem it is addressing is, and how it is trained to tackle that problem. The world of work is already exploiting this functionality to up efficiencies and effectiveness of work.

Chatbots are increasingly being used to replace simple tasks carried out by legacy enterprise software. The smooth user interface is such that it ensures a conversational, engaging experience for the user. A long-drawn task is now converted into a single, quick interaction similar to what we engage with in our day-to-day conversations. A conversation is now emerging as the all-encompassing medium to get work done, and get it done in a manner that suits the user.

For example, to update your pipeline, a bot called Troops is available, with whom the user can chit chat and carry out the task. Managers who run daily stand-up meetings can now hand over that task to the Standuply bot, who can conduct the meeting for them, replete with note-taking, task assignment and results capture. Expense reports can be created by using the Concur expense bot in a manner that is easy and quick.

How have we progressed to this mass usage of bots, a trend that is catching on fast? The credit goes to the evolving nature of these bots. Not only are they designed well thanks to the sophisticated data science that is now at our disposal, many are designed for specific workflows which are very narrowly defined. Rather than managing a broad range of tasks, these bots are curated to handle a small and specific number of tasks, repeatedly. They get better and better at these few tasks through their machine learning capabilities, and you have a great user experience right there! Enterprises who are on the path of building chatbots must thus stay away from the temptation to build bots that cater to a wide range of functionalities, and focus on a few core ones. Only then can they derive the true value that a chatbot can offer, in helping work get better and bigger. Read More

Source: Read ITQuick