AI Chatbot: A Solution for Better Enterprises’ Communication

In the innovation quest, AI Chatbot has appeared as an optimal solution that reinforces organizations’ communication.

Many businesses are strengthening their relationships with customers through advanced, responsive, and flexible communication channels. At the same time, they realized the need to enhance internal communication and support for everyone. In such an innovation quest, AI Chatbot has appeared as an optimal solution that addresses both sides of the matter.

Chatbots are designed primarily for responding to frequently asked questions in the text-based or voice-activated form. With the advancement of artificial intelligence, chatbots can evolve to process complex data and deliver human-like interactions. 

Natural Language Processing (NLP) and Machine Learning (ML) form an essential bedrock undergirding AI-based chatbots. NLP technology allows chatbots to comprehend the language, sentiment, and context, then process the vast and sophisticated human language effectively to provide the appropriate response. 

Meanwhile, ML algorithms allow them to imitate the way that humans learn, constantly improving their accuracy. For example, the system could use historical conversations to analyze automatically, assess, and predict new output values.

Like many other innovative technologies, AI chatbots are prevalent as valuable assets to most industries. In 2020, the global chatbot market size was USD 2.9 billion and will reach USD 10.5 billion in the next six years. 

The key factor contributing to AI chatbots’ popularity is their flexible applicability in various business processes such as customer service, sales, and human resources. That promotes effective external and internal communication, thus offering competitive advantages to businesses.

Driving better customer-facing business

One of the most prominent business use cases for AI chatbots is 24/7 customer support. Various industries are deploying this automation solution to deliver seamless customer experiences at every stage of the journey. 

For example, AirAsia, the world’s best low-cost airline service, puts chatbots on the frontline of customer service to instantly accommodate clients in upgrading tickets, changing meal options, tracking flights, or changing reservations. This strategy also simplifies airline operations, and customer service agents could focus on more mission-critical and high-churn interactions to enrich the customer experience.

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AI chatbot adoption is not simply to automate customer service with instant interaction but to create a more human-like conversational experience. 

Understand multiple languages

Thanks to NLP technology, these chatbots can understand the nuances of human languages and generate context-aware answers to more complicated questions as natural language responses. This linguistic ability makes Chatbot a dedicated assistant to an ever-increasing variety of services, such as shopping, entertainment, healthcare, or education. The launch of Apple’s Siri (2010) and Amazon’s Alexa (2014), for example, has opened the world to the new possibility of chatbots in supercharging customer experience in many languages.

Understand multiple languages

Thanks to NLP technology, these chatbots can understand the nuances of human languages and generate context-aware answers to more complicated questions as natural language responses. This linguistic ability makes Chatbot a dedicated assistant to an ever-increasing variety of services, such as shopping, entertainment, healthcare, or education. The launch of Apple’s Siri (2010) and Amazon’s Alexa (2014), for example, has opened the world to the new possibility of chatbots in supercharging customer experience in many languages.

Facilitating internal communications 

Besides the growing presence of chatbots in client service, the value of chatbots for internal communications and process optimization has enormous potential. According to recent research, over 30 percent of the workforce expect a technology system to free them from mundane tasks that take a toll on their energy and productivity. By using AI-powered chatbots, organizations help their employees address common workplace concerns and uplift their experience at the workplace.

Assisting HR task

Chatbots show a significant impact on Human Resources Management. AI Chatbots could help HR professionals tackle the issue of time-consuming and inefficient employee query management mechanisms. Coca-Cola in Vietnam has employed a bot to resolve the massive volume of local employee queries and questions related to leave, travel, and overtime. The Chatbot is available in both English and Vietnamese and integrated with the existing system, which removes the language barrier and the need for prior training. It also contains a learning module introducing its history, story, journey, and values to employees.

Moreover, chatbots could support the recruitment process. L’Oreal, the well-known cosmetic brand, uses a smart bot to automate the first stage of hiring. It can mimic human conversational abilities to interview many candidates simultaneously across various channels – SMS, Facebook, Skype, email, or chat. 

It can also screen CVs and match candidates to job requirements based on their answers to open-ended interview questions. As a result, the HR department saved 200 hours to focus on interviews and closing offers for their internship program.

Easing day-to-day operations

AI chatbots could accelerate the internal workforce productivity by executing daily time-consuming tasks in aggregate such as scheduling meetings across multiple employee calendars, booking meeting rooms, submitting hours. That allows employees to significantly reduce the processing time of these tasks to concentrate on meaningful work to drive efficiency.

In short, the AI chatbot is such a powerful conversational tool living within organizations and accommodating wherever communication and tasks are performed. The sooner enterprises leverage this evolving technology, the faster they can deliver better interactions with customers and employees alike. In the long run, that would lead to unceasingly accelerated business growth in the future.