How to enhance corporate communication using Chatbots ?

By Smita Kumari |Email | May 3, 2018 | 12258 Views

Corporate Communication is vital for all Stakeholders as it is the source to know the soundness of the organisation.

With the advancement in technology, the communication became more easy and fast. The technology has improved the stakeholder capabilities in terms of awareness level, bargaining power and decision making and communication play important role in building these capabilities. Communication plays important role in building a long-term relationship and networking with people. There are various tools used by an organisation to communicate with its stakeholders such as email, messaging apps, social media platforms (Facebook, WhatsApp, Instagram, twitter etc).

Chatbots is an emerging tool to interact with people and facilitate the exchange of information. With the advancement in Artificial Intelligence and Natural Language programming, Machine or Robot is able to understand and answer the queries in the same manner people do.

 Chatbots is an application software which interacts with the human in neural language. Implement chatbot does not require high cost such as no extra software installation cost, no switching cost, low maintenance cost etc and bring efficiency in the process.

Chatbots can be integrated with Facebook, messaging apps and others. Integrating chatbots with these will improve the effectiveness of communication process as it reduces human efforts and human cost as well. After analysing the future potential of Chatbots, big global Giants like has implemented this in their various process and many others are thinking to leverage its benefit.

Chatbots facilitate neural language conversation between Human and machine. With the rise in Conversational User Interface, the activities like sales, marketing, branding, customer handling, HR practices will change.  So, there is an opportunity to integrate chatbots with different tools such as messaging apps, social media platform and digital models and use it as a tactical advantage.

Chatbots can be used in various ways such as:

Currently, chatbots are acting as customer care assistance. It can answer customer queries such as product related, pricing related, payments system related, exchange policy related etc.

Chatbots can act as brand Ambassadors when it is integrated with Artificial Intelligence and Deep learning. It can facilitate cross-selling as well.

Chatbots can revise internal workflow. It can answer the questions related to Employees compensation, Schedule shift of work, recruitment-related, general policies related etc. Chatbots can be implemented to back-end processing where it can act as administrative assistance. Chatbots can arrange meetings, take memos, and update calendars.

Chatbots can be used as Public Relation tools. As PR tool it can handle 70% of the queries asked by different stakeholders. Chatbots not only answer queries but also capture the reactions of consumer or their responses to know the likes, dislikes and preferences. So, it collects data for further data mining process.

Chatbots can be integrated with vendors and suppliers and facilitate payments to creditors and generates invoices.

Companies are integrating messenger with chatbots to interact with its target audience.

Chatbots removes the waiting time for Customer to ask their queries on the phone as it can answer instantly in text.

Chatbots with each interaction learn and try to extend its capabilities to interact with the human.

Source: HOB