These are the benefits of enterprise AI chatbots that executives are discussing in boardrooms across the world. But what if we told you that the real upside to implementing AI chatbots is not in the savings, but rather in the ability to elevate employee experiences (EX) within an enterprise? While automated AI chatbot solutions do deliver an immediate ROI in the form of cost-savings and labor efficiencies, the number one reason enterprises should adopt chatbots and conversational AI is to create delightful experiences. We're talking about conversational experiences that make employees feel as great communicating within an enterprise as they do when texting their closest friends. However, despite these shifts in workplace attitudes and trends, the typical enterprise is still not embracing the needs and desires of digital-savvy workers of the future.
The idea is hardly new, but the technology - and interest around it - appears to be in another hypercycle. Hardly a day goes by without news about a new kind of chatbot. One that helps you learn about and buy bitcoin. Or help patients seek better treatment. What we don't hear about as often is how chatbots are used in an enterprise setting.
Artificial intelligence might still sound like a thing of the future, but the truth is AI-driven chatbots are changing the way we look at the workplace today. Accenture predicts that by 2035, artificial intelligence "will double economic growth rates in 12 developed countries and boost labor productivity by up to 40 percent." All around us, we see technologies such as Siri, Alexa and Google Home incorporating natural language conversations between humans and AI into everyday household interactions. Why can't that happen in the workplace? Powered by natural language processing (NLP) technology, an enterprise chatbot can enable conversations between humans and computers in everyday business interactions.
Building and maintaining customer relationships used to be as simple as assigning a personable, responsible account rep to handle questions or concerns. Calls and emails into a contact center are effectively being replaced with a slew of social-media options perfect for immediate -- and very public -- responses to customer inquiries. Over the past decade or so, Facebook changed the customer-engagement game with its creation of Facebook Pages. Twitter feeds quickly followed as a preferred way to communicate with brands across the spectrum, and social customer care was born. Now, the game is changing again -- this time with a little help from artificial intelligence, or AI.