In a recent article Forbes explains, there are many companies are resorting to artificial intelligence (AI) conversational to improve productivity within their organizations. But it raises if a chatbot can be so useful that affects the behavior of the staff and increases their productivity at the same time?
The answer is yes. Companies can quickly tell that employees are adapting the way company chatbots are used to obtain their own productivity benefits.
The routes are usually: improve the capacity of Call Centers, reduce internal inefficiencies; and train your employees with AI. Here is a summary of the Forbes article.
Improve the capacity of Call Centers
For example, the virtual assistant who looks after the online and mobile customers of a large bank: it knows everything, from the documents needed to open an account to unknown questions that may only be asked once a month but still need immediate answers. The assistant is always up to date. If there is a new regulation or a form that you must complete to comply with compliance obligations, you can be sure that it is covered.
Trusting the assistant is faster than navigating through the intranet menus. The staff can simply ask the chatbot the question, and they do not even have to use the bank’s terminology to be understood. They will receive the correct information along with any legal advice or warnings that should go with the answer.
Staff members may feel less pressured and have more time to deal with complex customer issues, while supervisors may focus on other areas to further increase performance rates.
Reduce internal inefficiencies
Take for example the human resources departments (HR). As the multinationals seek to reduce costs, it is expected that the employees, in effect the “clients” of the human resources teams, become self-sufficient, resolving queries through the search. However, finding even the simplest information elements, such as department contact details, when working on complex and disparate global operations can be difficult.
This is the reason why employees do not bother looking, preferring to call the Human Resources help desk. As a result, HR teams in multinationals respond to numerous inquiries throughout the year. And yet, all the information is accessible online.
The use of conversational artificial intelligence can help improve the employee experience by offering a fast and accurate human resource service that saves valuable time for your employee. And for the human resources department, digital employees have the ability to help reduce human resource costs by allowing human resources personnel to only address more complex queries, helping to improve key performance indicators by reducing of waiting times and greater employee satisfaction.
Your chatbot will understand the many different ways in which your staff asks the same question. It will access the back-end systems, integrated with third-party data and a large number of other sources, to provide the correct answer in a consistent and compatible manner.
Train your employees with IA
Newspaper headlines may claim that AI will destroy jobs, but the reality is different. You can change the nature of a role, but for the most part, the role will continue to exist.
The landscape is changing as information managers begin to take control and move towards a centralized strategy for the entire company.
In cases where employees adopt the chatbot of an organization for their own productivity increase, companies should encourage them to use it.
This collaborative approach to learning how to take advantage of the uses of a chatbot can assure staff that there is no need to fear technological advances within the organization and encourage them to be stakeholders in its adoption.
It is not about reducing the number of employees; it is about achieving greater profits by training employees to do more.