How to use chat bot in your workplace correctly

chat bot

Chat Bot is defined as a program designed to have a conversation with a human being, especially online, today, we can separate chat bot into two categories: text and sound-based:

Chatbot text services, such as those on the company’s websites, simulate text conversation.

Voice chat programs, such as Cortana, Siri and Alixa, mimic the verbal conversation between two people, although this conversation is still mostly uncomplicated. (These developments are the foundation of the booming sound technology industry.)

ChatBot serves billions of users who increasingly give up communication, and prefer text messages when it comes to communication. The big motivation is that in the age of smartphones, messaging apps have become popular:


Facebook Messenger


Apple Messenger


Etc., etc.

Its rich potential allows us to share emojis, photos, videos, documents and audio files as well as link to other apps, making it the preferred mode of communication, especially for younger generations.

Human interaction – phone calls, personal meetings – is still the actual medium when it comes to dealing with entities where there is no personal relationship, such as companies and institutions. Today, chatbot services are closing this gap.

What are chatbot services for organizations?

Enterprise chatbots are designed to operate in the workplace, so they can calculate a variety of uses that often support employees and customers.

Where regular chatbots can be created for a specific use case – ordering pizza, continuing to charge an order, for example – enterprise chatbots are likely to deal with many different use cases.

In the workplace, enterprise leaders adopt chatbots because they:

Easy to use and requires little user training

Get easier to build and develop

Repeat, allowing you to focus on a few initial use cases and then expand them as you go


How chat bot services work

Basic chatbot services follow a two-step process. They are:

Work on script, and engage with a human being when it’s turned on by an action, such as visiting a website, or starting a conversation from a support link.

Align keywords from the user to stored knowledge in order to create a response according to automated rules, and rarely exit the script.

Advances in chatbots are driven mainly by artificial intelligence that facilitates conversation through natural language processing (NLP) and machine learning (ML) capabilities.

Chat chat simulates a conversation with text on a website, messaging app, or mobile app. Chat bot is programmed to interact with incoming messages in two ways:

in a unified way, such as automatic rules from the top

Or by adapting their responses to unique queries by processing natural language and machine learning.

Business use cases for the Chat bot

So, what can companies and organizations use chat bots for? Here are the most important cases of major use of the sat bot:

Use chat bot in customer service

ChatBot services replace the first point of contact for anyone visiting your company’s website, social media channel or chat app.

By interacting with chatbot, the customer can ask a question, submit an application, file a complaint, or request his extradition to a human customer service agent.

The sat bot can then perform some functions:

Direct the customer to the right web page or feature

Provide the required instructions

Raise a ticket that will be delivered to the human for further action.

Chat Bot is an agent/virtual assistant

Most chat bot services are not virtual agents or assistants, but some voice-supporting options can perform these tasks at the primary level.

By working as digital assistants, chat bots, especially sound-based ones such as Siri and Alexa, are useful in:

Provide information, such as weather, traffic, contacts or anything else that can be searched through Google

Perform scheduling or booking tasks such as scheduling, calling a taxi, or booking a meeting with your team.

While you can use these chatbots to work as micro-virtual assistants — your program is asked to set a reminder for you to renew your subscription, and a wake-up alarm — you may not ask chatbot to deal with a sales officer or develop a strategy.

Use chat bot to support e-commerce

ChatBot services support online shopping in a number of ways:

Provide a shortcut to find information about the desired product

Make alternative recommendations or suggestions

Complete your purchase

Even performing the aforementioned customer service tasks such as helping track packages and dealing with returns

ChatBot now makes e-commerce shopping more personalized and as a result, boosts conversion rates.

Use chat bot in technical support

According to Forbes, it is estimated that 30% to 50% of first-line customer support tasks are inherently frequent.

The sat bot can take these algorithmic tasks, particularly the monotonous type, leaving humans to do more indicative work. These include:

Reset passwords

Classification and routing of applications

Provide information from FAQs and user guides

(Compare the differences between customer support and technical support to see where the sat bot can have the greatest impact.)

Best practices for enterprise chatbot services

Chat Bot’s institutional design includes understanding and extracting frequent requests that occur on a large scale throughout the company. Best practices for enterprise chatbot services can help determine your path forward:

Select business results and how you’ll measure chat bot success. What problems are you trying to solve? How are you going to measure to know you’ve succeeded?

Identify key use cases. The first versions of any institutional conversation bot should narrowly focus on a few recurring requests. (The more you improve your chat bot, the easier it is to expand usage cases.)

User access map. Who users will use each target status bot? What channels are these users currently using? Meet them and give chat bot there.

Effective communication. Chat Bot talk is not limited to promoting your chat bot, although it is of course the first step. Next, encourage users to share their comments on chat bot, so you can constantly improve.

Train and improve bots. Chat Bot institutional training requires a knowledge base broad enough to deal with your chosen usages. Training is also likely to require dialogue and processing of a natural language, so that chat bots feel fairly inherent to users.

Merge some character. An easy way to do this is to promote informal colliary talk. Even if your company’s brand is very formal, the easy-to-understand internal chatbot services make adoption more widely. You’ll have more ways to constantly expand your personality, and you can even think about upgrading to a virtual agent.

Build chat bot. Once chat bot services have passed satisfactory training, it’s time to move chat bot to production. Test for both performance and function. If you launch chat bot that contains a lot of errors, for example, you’ll find it difficult to convince users to try it again in the future.

Monitoring and improvement. Enterprise chatbot services are very popular in the workplace because they are frequent. Monitor usage and those metrics you set in the first step. If you see below-average performance, you can always take chat bot with more supervised training.

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