Chatbots: a popular way to boost efficiency

Chatbots are quickly gaining popularity with many businesses. You can use them to optimise your IT helpdesk, answer your customers’ questions quickly and efficiently (HR, Quality, ISO, FAQ, ...), etc. But how exactly can a chatbot improve your business and why is this innovation as popular as it is? Let’s explain.

Online chat or Instant Messaging (IM) has been immensely popular for quite some time. Some well-known examples are WhatsApp, Facebook Messenger, Telegram, Skype and WeChat: most people use at least one of these occasionally – in a professional as well as a personal context. But where did this sudden popularity come from? We’ll discuss the two most important reasons.

Immediate feedback

We live in a society where everything happens instantly. We’re no longer used to waiting – and it’s exactly this relatively new evolution that chatbots cater to. IM platforms give users the immediate feedback they’ve come to expect when they’ve got urgent questions. 

Sending content during a conversation

Most IM platforms even let you forward various types of content during a conversation. Do you suspect that your conversation partner doesn’t have enough knowledge about the discussed topic? No problem: it only takes a few seconds to send them the necessary information, so that you can continue the conversation smoothly. 

The difference between IM and e-mail

Although e-mail is still a popular medium, it can’t provide all the features mentioned above. You can’t know for certain if the recipient actually receives and/or reads your urgent question – and whether they’ll reply quickly. The result? Double communication: because the person asking a question wants to make sure they’ll receive an answer, they’ll contact several people via e-mail and/or other communication channels. As a result, communication becomes inefficient, because it’s very likely that the question will end up in the wrong mailbox(es).

Let’s be honest: after you’ve put in the effort of explaining your problem in detail, it would be a shame if nobody read it. Enter the chatbot, the ideal solution to these problems!

IM in a corporate setting: happy customers, happy employees!

Now it’s your turn as a company to respond to this growing demand for efficient online assistance. Of course, you could hire extra employees to man all communication channels – but is that really the most optimal course, given the fact that there will be a lot of standard questions and repetitive tasks?

The answer is obvious: it’s not.

How else could you take on this challenge efficiently? With a chatbot! These handy companions will be happy to handle standard and repetitive questions for you. On top of that, the chatbot frees up a lot of time for your employees, so that they can concentrate on real challenges. In other words: a chatbot doesn’t only make your customers happy, but your employees as well!

Intelligent chatbots? Xylos takes care of it!

Convinced by the amazing possibilities chatbots have to offer? You’re right to be! Fortunately, Xylos offers exactly what you need. We’ve got years of experience with workflow applications (because a conversation with a chatbot is a flow!), user support/training and the fantastic Azure technology (to be specific, we use the Azure BOT Service framework, Azure Search, Azure Cognitive Services and Logic Apps). And it’s exactly these three elements that guarantee the optimal realisation of your intelligent chatbot, which is completely connected to your current line of business systems!

Want to know more about what you can do with chatbots? Attend the Xylos Webinars.

There are myriad ways to implement chatbots in a corporate context. And because we want to keep it (relatively) simple for you, we’re offering a series of sessions to guide you step by step to the solution that best fits your situation.

Watch the webinars

Session #1 (15 min): In which scenarios are chatbots useful and what are the keys to success?

A good chatbot requires some investment. You’ll want to make sure that your employees use this tool and that the bot adds value to your existing channels (forms, Q&A database, ...). In this session, we’ll explore several scenarios and keys to success.

Session #2 (15 min): Practical examples and integration with popular channels.

Every chatbot has a specific purpose and audience. During this session, we’ll present some practical examples and integrations with Skype, websites, ... Additionally, we’ll provide an overview of popular methods to explore this technology.

Session #3 (15 min): Functional design of a chatbot.

Companies evolve and change, just like employees and customers do. That much is clear, but how do you make sure your chatbot survives these changes and stays up to date with a minimal amount of reworking? That’s what this session is about. We’ll also give you some best practices to make your chatbot as dynamic as you need it to be!

Session #4 (15 min): Technical design of a chatbot.

How does a chatbot work? Which components and technologies go into it? How do you create and maintain an intelligent chatbot? Will a chatbot keep going without maintenance or does it need your help to grow and stay up to date?

In this session, we’ll show you some of the components that are crucial to keeping the application up to date and running smoothly.

Want to know more about intelligent chatbots? Contact Xylos