More and more companies are using chatbots to optimize their customer service. Only a few of them are using them to boost the productivity of their internal processes. That’s where the powerful potential of internal chatbots comes in!
This article will explain you how to take a great advantage of them inside a company.
What is an Internal Chatbot?
An internal chatbot is a conversational software designed to assist employees. These chatbots are typically used for tasks such as answering frequently asked questions, providing information about company policies, and helping employees to complete tasks or access information.
Internal chatbots can be integrated into an organisation's existing communication systems, such as email or messaging platforms, and can be trained to understand and respond to the specific needs of the organisation.
As the technology is becoming more and more accessible, internal chatbots are becoming increasingly popular within many kinds of organisations and are helping to improve efficiency and productivity in the workplace.
Two different types of Internal Chatbots:
Rule-based chatbots:
Rule-based chatbots operate on pre-set guidelines to answer specific commands or questions. They're typically designed to comprehend and address a restricted set of inquiries. Commonly utilized for tasks like offering information or addressing common questions, they serve as a valuable resource for organizations seeking a basic chatbot solution.
However, having no machine learning capabilities, they are not capable of understanding and responding to more complex or open-ended questions.
AI-powered chatbots:
AI chatbots are a more advanced type of internal chatbot that use artificial intelligence and Natural Language Processing (NLP) to understand and answer more complex queries.
These chatbots are capable of learning and adapting over time, and can be trained to understand the specific needs of an organisation. They are often used for tasks such as assisting employees with complex processes or providing personalised recommendations or advice.
AI-powered chatbots can be more effective at handling a wider range of tasks and queries than rule-based chatbots, but they require more training and development to achieve this level of functionality.
Three Main Benefits of Internal Chatbots:
As similar solutions are used to improve customer support, a chatbot for internal employees can bring several advantages to the company's organisation:
Providing Support to Staff:
Generate support to employees in the form of personalised recommendations or advice, helping them to make better decisions and improve their performance without any need for human intervention.
Quicker Response to Queries:
Provide quicker responses to employees than typically possible by a human staff member.. Because they are automated, internal chatbots can handle a large number of queries simultaneously and provide instant responses to common questions or requests.
Enhancing Internal Communication:
Create a single, consistent source of information and support for employees, regardless of their location or department. This can help to improve communication and collaboration within the organisation, making it easier for employees to access the information and support they need to do their jobs effectively. Chatbot internal communication solutions are, in 2023, being increasingly used by organisations to improve the distribution of company-wide messaging while reducing operational costs.
Uses of Internal Chatbots:
Using an internal chatbot can boost employee productivity and efficiency at different levels, by serving as and…
IT helpdesk Chatbot:
IT helpdesk chatbots are designed to assist employees with their common technical issues and questions, allowing them to quickly and easily get the help they need without the need for a human IT support staff member.
Where do I find the latest operating system update?? What is the requested process to download new software? This is the kind of repetitive information IT support needs to constantly deal with.
Providing support 24/7 - which can be particularly beneficial for businesses that operate around the clock - IT helpdesk chatbots can automate all routine IT support tasks, saving time and money, while also providing a more convenient and efficient experience for employees.
HR Chatbot:
HR chatbots are designed to assist employees with typical HR tasks, such as updating their personal information, accessing benefits information, and requesting time off.
Similar to their IT counterpart, they can provide employees with quick and easy access to the information and support they need and improve HR employee productivity, allowing them to focus on more valuable tasks.
Employee onboarding Chatbot:
Employee onboarding chatbots allow businesses to automate and streamline the process of getting new employees up to speed.
Such employee onboarding software is basically providing new hires with the information and support they need to quickly and easily integrate into the company (access to important documents and resources, company policies, benefits information, etc.).
Day-to-day tasks Chatbot:
Day-to-day tasks chatbots are designed to assist employees with common tasks, such as:
- Scheduling meetings
- Managing calendar
- Tracking expenses
- Requesting time off
- Booking meeting rooms
By automating these routine tasks, chatbots that can assist with day-to-day tasks allow employees to get the support they need at any time of day.
Companies successfully using an Internal Chatbot:
Boost.ai often helps and supports companies from different industries to set chatbots for internal employees. Discover two of our case studies below:
MSU Federal Credit Union
The Federal Credit Union has successfully improved its efficiency, reduced response time, and enhanced member service by implementing dual AI virtual agents, to interact with members and address their inquiries. These virtual agents have helped them to automate routine tasks and streamline the member experience, resulting in higher satisfaction rates and cost savings. Check here for more.
AckerBP
AkerBP teams have implemented scalable internal support for their employees, providing 24/7 access to assistance and resources. This initiative has helped to improve employee productivity and well-being by ensuring that they have access to the support they need, whenever they need it.
Future of Internal Chatbots :
The use of a helpdesk chatbot is likely to become more widespread, with more businesses adopting this technology in order to stay competitive and reduce their operational costs.
As AI technology continues to advance, internal chatbots are expected to become even more sophisticated and able to handle a wider range of tasks, onboarding, as boost.ai solution, conversational AIfeatures.