When talking about chatbots in enterprises, oftentimes people link it automatically to customer service chatbots. Many companies already have a chatbot to answer customer queries and act as a round-the-clock contact point.
However, chatbot applications go far beyond customer service. There is enormous potential for the use of chatbots in internal communication and process optimization.
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By using chatbots, your employees can save a lot of time and energy, which they can invest in other projects. In this article, we’ll show you how you can use chatbots in internal communication and what developments to expect in the future.
Chatbots in internal communication
Support for HR tasks
One of the examples of how chatbots can support your internal communication is HR. This ranges from help with technical and administrative problems to recruiting and onboarding new employees. Especially, the onboarding of new employees takes time. With the help of a chatbot, employees can be trained much faster.
Another important point is support for repetitive tasks. Every employee has a list of tasks that might not be very demanding but have to be completed on a regular basis and are often very time-consuming, e.g. planning meetings with different employees, booking meeting rooms, vacation requests or tracking work hours.
Voice control allows these tasks to be passed on to a chatbot which can complete them in a fraction of the time. In our article “Chatbots for HR” you will find practical examples of how a chatbot can help you with various HR tasks and how other companies use them.
Chatbots in internal communications
Further potential applications of chatbots arise in the area of internal communication. There are numerous bots that deal with the topics of employee satisfaction and recognition. An example would be the slack bot Leo Office Bot, which helps you measure employee satisfaction. Another example is the Karma Bot that supports you in creating a performance-oriented team culture.
In addition, a chatbot is suitable for distributing company news, announcements and the like. These are all tasks that are traditionally covered by an intranet.
If you are unsure whether a chatbot is suitable for your internal communication or if you would rather stay with your intranet, you will find more information in the article “Can a chatbot replace your intranet?”.
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Rule-based chatbots are just the beginning
In addition, to support for recurring HR tasks, chatbots also offer a variety of options for resource planning and process optimization. In order to understand the extent to which chatbots can change the structures and processes in companies, we have to deal with the areas of RPA (Robotic Process Automation) and AI (Artificial Intelligence).
Robot-controlled process automation uses a previously defined set of rules to help automate tasks. That way standardized tasks can be performed efficiently without requiring the attention of a human employee.
However, RPA systems can only work with structured data and pre-defined rules. This means that they can handle recurring tasks excellently, but the processing of unstructured data is not possible with such a static setup.
Intelligent chatbots for far-ranging automation
That’s exactly the use case that is important if you want to take the use of chatbots to the next level and it’s where AI comes in. RPA in combination with AI makes it possible to process unstructured data, react to unforeseen use cases and enable independent learning.
Currently, chatbots can only process data in a certain format and users still have a lot of work to do to select the right data and make it available in the right format. Therefore, the integration of RPA systems with intelligent chatbots offers promising applications for internal communication and smart automation of internal processes.
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