How chatbots can transform the workplace environment
Chatbots have already made their presence in customer assistance sites and e-commerce crucial. And the dominance of workspaces in enterprises may be their next target. Through collaboration, either party can help enhance other’s capabilities and provide intelligent experience and services to the people. For this, the chatbots need to be developed more than just feature used to give reviews or give automated answers. These changes may help chatbots evolve into channels of information and data exchange.
The Legal and Legit Concerns
Since a couple of years, chatbots are surfacing in almost every sector and department. This has occurred because almost all business brands want to put up a trendy face to the customers. However, not everyone had a similar taste of success. This experimentation soon became annoying for the Chief Information Officers or the CIOs. One of them was the threat of duplication of resources and others were potential security risks associated with it. The former is not only about development time but also the failure of chatbots creation tools to be able to allow reuse of assets. Further, the necessity of having a chatbot in other languages requires constant rebuilding from scratch. Meanwhile, security issues include privacy concerns, lack of control, or scrutiny. While the developing organization may not have the intention to take or store personal data, an enterprise gets in breach because it is not making data or information collected from customers as anonymous, when it should.
Priority to Privacy
Although some of the global enterprises and business brands are modifying their conversational AI strategy, CIOs are slowly monitoring their AI assets. They are creating centers of excellence with teams assigned to take new technology and deliver innovative solutions to make the business stronger. Skill sets and resources are no longer scattered across the organization instead they are directed towards collaborative projects that solve problems, improve productivity, and drive revenues. Besides, having a centralized focus facilitates additional considerations such as privacy regulations easily controllable. So maybe we can see a future where the enterprises are forced to opt for better transparency in AI applications and are in accordance with the established guidelines.
Tying the Workforce Threads
Albeit the decision to choose a particular type of chatbot that caters to most of the enterprise needs lies with the CIOs, till then there is a dilemma in the organization as the different department is having their chatbot of varying potentials. In addition to that, questions about transferring the hitherto acquired data and knowledge to another form of conversational AI system remain. Or the possibility that a chatbot was giving better outcomes when linked with the other chatbots. Maybe it could also talk to back-end systems such as RPAs to initiate the process and give the answer back to the customer.
One of the solutions lies in combining the chatbots ecosystem with the RPAs to deliver hyper-automation and exploit the power of back-office technology to deliver greater intelligence. This orchestration layering empowers chatbots to have intelligent communication, pass control where and when needed and utilize other knowledge bases to present the right response. All of these, without compromising on privacy by the enterprise.
As CIOs prep up their companies and workflows to bring together their digital workforce, few critical measures need to be considered. These include ensuring uniformity across the organization, prioritizing the requests that need immediate attention. CIOs also need to choose if a particular chatbot can maintain control of the conversation and just access the answer from the relevant chatbot, or if it would seamlessly hand over that portion of the conversation, taking back control when the query is resolved. The aforementioned things will decide how the chatbots can influence the workspace in enterprise digitally and how can they work hand-in-hand with human counterparts.
