How are Chatbots Changing the Workplace?

November 12, 2019
By Botpress Team

Have you ever met an employee that doesn’t take breaks, that doesn’t get sick, and that will never quit? Well, such an employee does exist – it’s just not a human – it’s a chatbot. Chatbots like Alexa and Google Assistant came out several years ago and have captured mass attention within our homes. But while systems like Google Home are taking over our homes, chatbots are also taking over our workplaces and offices. Here are a few different ways that a chatbot for work and a chatbot for employees are changing our working world:

1) Chatbots are improving customer service ratings

Customer service and satisfaction are essential to the success of every business. Unfortunately, humans have limitations in what they can provide. A single human cannot provide customer service for every single customer that needs help. Who can? A chatbot.

Chatbots are able to process natural language. As a result, they can easily handle customer complaints or questions through messaging apps. Not only does this free employees up for other work related tasks, but it also allows for speedy customer service that is available 24 hours a day, 7 days a week.

2) They’re acting as Virtual Assistants

We all dream of having our own personal assistants, and now you can! When you purchase a chatbot for work, you have a 24-hour virtual assistant that can help you with a variety of tasks. Chatbots can help you to book meetings, arrange your travel itineraries, remind you of holidays, help you calculate expenses, and provide you with updated information on HR policies and procedures. They can also send out emails, post updates, and help you to run marketing campaigns. Basically, if you can do it on a computer, your chatbot can do it for you.

3) They’re increasing productivity

When it comes to a chatbot for employees, chatbots can actually help to increase productivity. With the help of a chatbot, each and every employee has access to their own virtual assistant, which frees up their time to focus on more important tasks. Rather than spending their time answering simple, redundant questions, for example, customer service employees can spend their time focusing on developing relationships with the customers, leaving the smaller stuff to the chatbot.

4) They’re cutting down on errors

In business, it’s essential to have human employees to generate real connections with consumers. The problem with humans, however, is that they are subject to error. We’re not perfect, and all of us make mistakes at one point or another. And when it comes to answering customer questions, mistakes aren’t as uncommon as we’d like to think. Unfortunately, one wrong piece of advice can cause a lot of trouble. Similarly, one missed call can cause you to lose a customer. A chatbot for work, however, can help to eradicate these errors. Chatbots are given specific instructions for answering questions, so that the answers are right each and every time they are given.

5) Chatbots are improving IT

Not only are chatbots for work improving customer relations, but they are also improving IT around the workplace. When an employee is having a technical problem, they can now inquire about the issue with a chatbot. If the issue is a simple, fixable concern, then the chatbot can help your employees to resolve it quickly and easily. This prevents IT professionals from having to deal with little issues each and every time they arise, which in turn allows them to deal with any larger issues that may be of concern.

6) They’re saving businesses money

Let’s face the truth – it’s all about the money – and chatbots can help business owners to save drastically. Yes, you still have to pay to use a chatbot, but chatbot fees are drastically smaller than what it costs to hire a human employee for the job.  In fact, one study by Juniper research suggests that by 2022, business owners will save over $8 billion per year with the help of chatbots. Not only can they do this by reducing the total number of employees necessary, but they can also save money by reducing operational costs, improving productivity, and saving time.

There are many different ways that a chatbot for work can change our workplace for the better. Not only can they save your company money, but they can also boost productivity and cut down on human errors. And contrary to popular fears, chatbots aren’t actually taking over human jobs.

Rather, there are some things that a chatbot simply can’t do. Face-to-face connections, for example, are extremely important for customer relationships, and the emotional relationship between an employee and a customer simply can’t be replicated with a chatbot. So instead of taking their jobs, a chatbot for employees will boost productivity and improve the way they work.

As they always say – work smarter, not harder – and chatbots are allowing us to do just that.


Disclaimer: We encourage our blog authors to give their personal opinions.  The opinions expressed in this blog are therefore those of the authors. They do not necessarily reflect the opinions or views of Botpress as a company.