Chatbots in the Workplace
Today, it is common to enter a web page and find a small bot located in the lower right part of the screen offering help. Chatbots have simplified the way companies attract and manage customers thanks to closer and more direct contact. But what would happen if we moved the chatbots technology to the workplace for adult learning?
What are chatbots?
The reference to the bot that offers help when entering a website is the best example. Chatbots are automated chats that use artificial intelligence to respond to end-user questions or concerns. They use a very natural and personalized language, to the point that it is possible to believe that we are not interacting with the software.
Unlike having a contact center to meet the needs of our customers (internal or external), chatbots are efficient, cost little and their creation and implementation are quite simple.
Integrating chatbots into the workplace
Since the use of chatbots is much more oriented to answering questions or marketing and to increase the engagement of our consumers, we tend to forget some very important clients, our employees.
Occasionally, our workers may require a prompt or rapid response to any questions, requests for information, or remedial training that may arise in their day. Not having a tool that speeds up or provides correct and timely information about needs can cause unnecessary delays in daily tasks.
The people most full of doubts are our new employees and those who face new technologies. The tendency to always ask the most experienced is very common in all companies. However, this also reduces productive time to their peers and sometimes causes unnecessary friction.
The impact of automated chats on helping our employees learn
One of the biggest advantages that chatbots have is its development based on Artificial Intelligence and Machine Learning. In this way, they can be programmed to teach and even learn about all kinds of topics. This makes them a useful tool for improving adult learning in many areas of work.
While a training process is taking place, chatbots can cover the functions of a tutor to reinforce the teaching and learning process. Thanks to its high capacity for personalization of attention, the learning experience becomes more dynamic and can even be a fun process for the user.
Additionally, the flexibility and capacity of automated chats to adapt to the needs of a person are one of the most notable advantages of learning with the assistance of chatbots.
Chatbots can be more interactive and guide the participation of the employees since they break with the traditional program of having them all sitting in front of an elearning or PowerPoint presentations.
Advantages of using chatbots in organizations
In addition to facilitating adult learning in the work area, chatbots offer endless advantages if used appropriately. Employees will be happy to have on hand a tool that helps them so efficiently in their daily lives. Specifically, we can see how the use of chatbots impacts the workplace.
Facilitates the recruiting and onboarding of employees
Nothing is more bureaucratic, expensive and tedious in a company than the recruitment and onboarding of new employees. And this is where the application of chatbots can expedite this process. Thanks to the ability of automated chats to control different tools, it is possible to delegate the process of some of the onboarding employees to a bot. All through a unique and intuitive interface.
Even in recruitment, chatbots are starting to take the place of a human recruiter and can talk to candidates online. They use tools such as email, social networks, text messages, and other software and applications to communicate with candidates. Through these conversations, they collect basic information and documents.
They can schedule an appointment with the candidate for a phone screen or a physical interview with the recruiting staff. In this way, a human recruiter has up to 80% more time to devote to other important functions.
In the case of organizations, the chatbot is responsible for doing the repetitive tasks of an employee such as data entry, registration of the new employee, access requests and others. Meanwhile, the employee is only limited to providing the necessary information through a simple chat.
Optimize support from other areas
Artificial Intelligence has the promise of performing remedial tasks in an increasingly efficient way. Therefore, chatbots can perform these tasks in which other people helped us before their application. That is, the other workers who previously responded to our request are not replaced, but are freed from that task to work on more important work.
This means that when having any questions such as “where is the template for the quarterly business review?” Or a requirement such as “search for vacation request forms”, we can ask the chatbot for help. This will give us an immediate and accurate solution in a matter of seconds. Thus, we avoid scaling our request to another person in another department, preventing both of us from wasting our valuable uptime.
Another of the most impressive advantages of chatbots in the workplace is that they can increase the productivity of our workers. As we have mentioned, they offer incredibly fast answers and solutions to the questions and requirements that workers have.
This is due, in particular, to the fact that they can be developed to serve a particular industry and thanks to Artificial Intelligence and capacity for Machine Learning. These three features allow chatbots to specialize in certain topics and thus provide users with valuable information in a matter of seconds (or less).
Thus, all the time that our workers spent searching for information in the internal networks and the intranet before the implementation of a chatbot in the workspace, can be used by them to fulfill all their daily tasks with greater efficiency.
How difficult is it to build a chatbot for the workplace?
Developing and publishing a chatbot is not as complex as it seems. Thanks to the wonderful collaboration of companies, it is possible to use development platforms that allow us to create chatbots for the workplace in a matter of hours and a few days. Best of all? Little or no programming is needed to develop them. Of course, it is important to keep in mind that the easier it is to create it, the less sophisticated our chatbot will be.
Many chatbot development platforms allow us to create ones easily. Such is the case of WotNot, Chatfuel, Botsify, Beep Boop, among others. Likewise, there are chatbots publishing platforms, which are the ones that allow users to access and use the chatbot. Among them, we find Telegram and Facebook Messenger as just two of the most popular ones.
Without a doubt, the need to obtain immediate information is a reality. The future of corporate communications has arrived. For this reason, chatbots can represent one way to help people in your organization in quick and meaningful ways.