CHATBOT: THE ENHANCED WORKFORCE
Originally made for and used in the consumer world,
chat and instant messengers have now become a natural evolution of collaborative dynamics within companies, and are mainly used by HR.
Chatbots, algorithms that simulate conversation, have not been something technologically new to us over the past few years, particularly those we find in the consumer world dedicated to customer assistance.
Chatbots in a company context, however, do represent innovation in the last year. Thanks to the improvement of their ability to process queries spoken in natural language and the diffusion of mobile devices that stimulate the use of simplified interfaces. What remains unchanged is the need for a coherent management of information within their automated processes, the ability to create quality content increasing the vocabulary during interactions and maintenance for their correct functioning.
In tandem, instant messaging has greatly covered communication needs in real time, creating flows of information separate to official communications, while at the same time, condemning them to be untraceable. Interaction with chatbots which optimise responses and reduce repetitive and redundant information have proven to be the natural answer to the problem.
HOW CAN I HELP YOU?
One of the main strengths represented by this solution is a
universal interface, which fits well with mobile and touch devices, guaranteeing unlimited resources compared to predefined menus via the desk.
Another bot forecast is that of being able to easily represent the
connector between different services, often fragmented, improving user experience through a unique and intuitive access point, particularly for efficient management of repetitive tasks, such as reporting, filling out expense reports, holiday requests and such.
Automated software is also undoubtedly heading to be aimed at
advanced searches within a database. The importance and necessity of harmonisation content management must be made clear, one which enables the tool to correctly learn the information and answer the user on a satisfactory level.
At the same time, the user must
learn how to make a demand in order to obtain a reliable result.
In terms of
interface design, however, it’s highly necessary that it is made in a comprehensible way that a person is able to use it intuitively. Otherwise, as a result, the user may risk generalising the skills of the artificial intelligence, as rightly pointed out in an article by Rodney Brookes: "We all use the indications on how people perform certain activities to estimate how they could do, just as well, a different task ". So even when a chatbot responds correctly to a request, we believe it can perform a wide range of actions equally well while the answer may not always be affirmative.
IN WHICH CASE IN COMPANIES?
During 2017, the changes taking place in this matter reveal the urgent necessity to define programmes to retraining people and enhance the "essentially" human element in the working context. Personal attitudes such as empathy, communication skills, persuasive talents, problem-solving approaches and strategic thinking are more valuable than ever.
How will companies achieve value during the automation communication process while maintaining a positive impact on productivity? The ever-changing response demonstrates that it is important to extend the vision of the concept of the "workforce", which today is made up of automated elements to outsource low value-added tasks and human skills that can focus on the most personal aspects of work that continue to represent the true value of company personnel.
TIME BECOMES VALUABLE WITH A VIRTUAL ASSISTANT:
TT Guru is the virtual assistant activated within our solutions, based on
machine learning technologies, able to be trained and used in different contexts by both administrators and users of our communities.