“Chatting” or chatting with a virtual assistant is a background trend that now complements our digital interactions, mainly in Web and Mobile application mode. Today, the use of Chatbots in the enterprise is growing, especially for customer and end user support. According to Gartner, 70% of employees will have daily interactions with conversational platforms by 2022.
Where does that craze for Chatbots come from?
Concrete technological advances are now making this possible, including recent developments in the field of semantic analysis, automated language processing, automated translation and speech to text. The first breakthroughs of virtual assistants have notably taken place in the B2C with the appearance of virtual voice assistants like OK Google, Google Home, Alexa, etc.
The first B2C Chatbots, just like some virtual assistants, were sometimes deceptive. My children are often disappointed after attempting to talk to either Google Home or SIRI. The same sentence comes up quite often: “And here is the bug.” Reality strikes hard. Currently, it is very difficult to be a generalist in the world of artificial intelligence.
Understanding natural language, the real challenge
In our professional environment, we are witnessing the phenomenon of ” Consumerization of IT ” which is the transposition of new IT functions mainly used for personal purposes to the company. This is the same phenomenon that occurred 10 years ago in the mobile field. We started using smartphones in our private lives before asking companies to switch from basic mobiles to smartphones.
In the same way, the craze for business virtual assistants was born from the high-profile promise of artificial intelligence. However, given the reality of the first experiments, the disappointment felt by several companies seems legitimate. Today generalist Chatbots are often no more interesting than a classic form. Processing human language and managing its ambiguity remain big challenges for machines. They need proper training on real business cases to perform well. This is why generalist suppliers have few value-added use cases to show. The market of virtual assistants and Chatbots has started to structure itself, and only the actors mastering the technologies of NLP (Natural language Processing) and Machine Learning will meet business expectations.
Why corporate Chatbots will last
In the B2B market, however, Chatbots have started to deliver real value. The use of Chatbots in companies is a lasting phenomenon that will be amplified for several reasons.
1. Digital assistants make business interactions easier
Chatbots bring simplification in the enterprise: accessible from any terminal securely via enterprise instant messaging such as Skype for Business. Besides, Chatbots support multichannel interactions and simplify access to the company’s knowledge and transactions.
2. Corporate Chatbots are a powerful productivity tool
Chatbots accelerate the modernization of the end user’s workplace. They increase the productivity of employees through advanced automation features. Connected to the company’s information systems, Chatbots can orchestrate and carry out many tasks, allowing employees to be efficient in their daily work.
3. Thanks to AI, Chatbots get better and more accurate over time
Chatbots learn continuously: thanks to machine learning algorithms, they become more and more accurate and efficient over time. Virtual assistants take part in continuous optimization strategies. They bring true agility to business users and into IT departments.
Businesses have understood this well. At Konverso, we are now seeing that customers are improving their selection processes (RFP, exploration, industrialization …) of partners for real industrialization processes. Konverso is competing in this race. Winner of the i-LAB 2017 competition, with multiple customers currently deploying its solution, Konverso is the partner of companies wishing to accelerate the modernization of their support functions, notably in the IT Service Desk.