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Top Chatbot Benefits: How Chatbots Automate the Working Process

Chatbots are in high demand because of all the new opportunities for business and customer service. Previously Chatbots.Studio considered the first benefit for businesses, which provides cost reducing — information management optimization. Let’s talk about chatbot efficiency on the automation of working processes.

automation of working processes
Source: https://bit.ly/2CezDTd

 

It is a great chance for entrepreneurs to save money by transferring work tasks over to chatbot and let existing staff concentrate on other important work. A wide range of staff isn’t all that necessary as the work becomes automated. Therefore company profits margins continue to increase with smart team.

I’d like to point out that chatbots aren’t the only way to automate a work routine. Lots of information systems provide the same and sometimes better work automation. However, we will consider how chatbots can take on daily routines from the staff.

chatbots can take on daily routines
Source: https://bit.ly/26zD64P

 

First of all, let’s consider the metrics that measure the effect of automation with chatbots for business:

  • Transactions number executed by one employee;
  • Mistake numbers for one transaction;
  • Timeframes for service providing;
  • Service availability;
  • Client satisfaction.

 

Typical scenarios on how chatbot automates working process:

  • Accepts and handles customer requests. The bot provides consultations, answers on FAQs, and passes the conversation to a live agent;
  • Manages the schedule and queue without personal assistance. The bot accepts and handles new client appointments. Also, it notifies clients about upcoming or past events.

This leads to providing a broad customer service, with always available assistance and quick engagement.

 

Let’s consider some examples of using a bot for automation of working processes according to scenario.

Taking into account our experience, Chatbots.Studio developed the chatbot for the beauty industry that helps make an appointment for a stylist without direct human integration, manages waiting lists, cancels and reschedules appointments and manages stylist availability.

 

How does the bot automate the stylist working process?

  • The stylist doesn’t handle requests from clients. Therefore the stylist doesn’t waste time on appointments and handles more important work;
  • An availability to book services 24/7. A customer can book the service at a convenient time to not disturbing stylist;
  • The stylist doesn’t manage conflicts regarding in the queue. In case of appointment canceling, the bot makes an appointment for a client from the waiting list.

Another one TrackerBot, which tracks orders sent by delivery services like “Ukrposhta”, “Nova Poshta”, “Delivery” and “Meest Express”. Also, delivery bot provides easy to access customer support to resolve any issues quickly.

 

How does bot automate delivery posts staff working process?

Chatbot reduces the workload of call centers solving issues.

  • There is no need to provide support through calls, web or live;
  • The bot handles all FAQs. In case of unexpected question, the bot passes the conversation to a live agent;
  • The bot connects with maps and sends the information regarding the track location to the nearest offices with a work schedule;
  • Bot connects with the backend and presents the costs of delivery.

 

A customer gets the chance, and doesn’t waste time calling support or surfing the Internet for the appropriate information.

As can be seen, businesses can benefit from automation working process with bots. To implement it for businesses correctly, identify metrics of efficiency to get the appropriate results. So, follow me and stay in top of chatbots novelties.

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Chatbot integration with BPM: Operations Management for Business Processes

Operations Management in Which People Use Various Methods to Discover, Model, Analyze, Measure, Improve, Optimize, and Automate Business Processes.

Business process management is the new solution to discover, model, analyze, measure and improve business flow. Everyone knows that a system provides automation of profits management, helps plan company budgets and financial reports.

Recently, chatbot and RPA (Robotic Process Automation) came on everybody’s A-list and a part of adherents claims that chatbots will replace BPM system soon. The reason is quick implementation and adaptation. Will chatbots or RPA replace BPM or can they integrate and successfully work in tandem?

A lot of people who are involved in the digital sector say that at first RPA provides automatization of low-level tasks and then will complete tasks like an executor. Chatbots are a great solution for businesses because of quick access, using everywhere you need (just take your phone out of the jacket pocket), automating repeated simple tasks and get profit.

What is the common ground for chatbots and BPM? Actually, both technologies are important together.

 

Chatbots integrate with BPM through an API. It isn’t a complex solution that allows the following:

  • Conversation content is kept in the dialog
  • BPM show tasks that should be completed.

 

Of course, BPM-online platform for process automation allows for creating own chatbot and personalize it for your business. However, the usual platforms are still more convenient for chatbot building.

The perfect fit is the following triangle with elements that constitute a great working business process:

Working business process flow
Working business process flow

 

So, take a look at the common integration patterns:

A bot passes the information from BPM to a customer via Messenger

The first one is the process of inventory items transferring. Let’s consider for inventorying laptops. It includes the following steps:

  • Scanning QR code on the item (laptop);
  • The system chooses the appropriate staff to pass the task;
  • The employee sends a notification with task confirmation;
  • The employee sends a notification when the task is completed.

 

The BPM system holds the integration with a corporate system of item transferring. In the meantime, the chatbot provides engagement between staff via Messenger.

A bot starts the processing in the BPM system

This is the typical pattern before chatbot has integrated with BPM system. Client calls to the support team to resolve the issue. Operator fills the form according to the client’s complaints during the call. After that, the operator sends a request to the BPM system that continues to handle the process.

After integration, the chatbot with the BPM system there no need to communicate with the support team. A customer fills the form in Messenger according to examples that chatbot provides. The bot is connected with a database of the BPM system. When the bot has enough information regarding the issue (the form is completely filled), the process in the BPM system has started. After data processing in BPM chatbot send to customer information about the status of the issue via Messenger.

 

So, as can be seen, the solution of non-voice communication for business process automation in large companies seems to be relevant. Let’s see how the tandem of bots and BPM will evolve…

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