Bots in Business – How Technology is Underpinning Change

Bots are taking over in the world of business

 

The world of artificial intelligence (AI), call agents and automation in business is evolving quickly. Business bots are becoming more popular and will continue to thrive for years to come as technology continues to evolve. If you want to improve customer experience and increase sales then you need to consider using bots in your business structures if you haven’t already.

“By 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development” - Gartner

Bots are great for both your customers and your business processes:

  • Customers want real time responses, help and advice 24/7 and with bots you can make this happen.
  • You want to be able to provide high level customer experience without the high costs? Bots can help you cut costs and allow you to still provide excellent customer service.

Unsure where to start? We have created an all you need to know guide for bots in business so you can take your business to the next level.

What is a Bot?

Let’s start with the basics... What is a bot?

A bot (short for Robot) is a software program that performs automated, repetitive and pre-defined tasks. They are faster and cheaper to scale than humans. Bots allow you to streamline human-machine interactions.

The Customer Experience Challenges Bots Tackle

These challenges continue to increase and leave people feeling overwhelmed, which can affect how businesses deal with customer experience. Poor handling of customer expectations means less sales and more unsatisfied customers.

Benefits Of Using a Bot or Chatbot

Still not sure about using bots within your business...well here are just some of the benefits of using bots…

 

They automate action through different platforms

Bots are not limited to just your traditional chatbots but can be integrated to your daily business applications such as Microsoft Teams, Google Workspace, Salesforce and many more. Integrated bots make it easier for you to do your job by streamlining your processes and cutting down your workload by more than 50%, leading to better customer service and user experience

Save time and money

“It can cost up to 95% cheaper to service Chatbot and AI specific types of enquires and interactions” – Johnathan Sharp, Marketing and Sales Director at Britannic

(Original source, Babel Report, 2017)

Since bots are able to automate conversations and answer repetitive questions that an employee would have to; your business is able to save time and money as that employee’s efforts can be used on other parts of your business.  Social messages requiring a response from an organisation has increased tremendously, especially during the Covid-19 pandemic. Imagine how much time and money you can save just by automating replies using a bot. The impact of AI across all industries are endless.

Interested in an Intelligent Virtual Agent (IVA) and Agent Assistant that can deliver impressive results immediately? Check out our Five9 Services. 

They increase sales and improve customer experience and service.

The aim is to not to replace existing employees, but to boost sales, lead generation and customer care by complementing your existing team. For example, BiziBOT and  Inbox are digital solutions that help you provide better customer experience and employee efficiency. Both can also be used utilised on multiple channels such as social media, website, email and online chat. Using bots can be a competitive advantage if used properly, because bots deliver and generate qualified leads and respond to questions 24/7. This allows your team to work with more quality leads and spend time on meaningful work. 

Bot Success Stories 

Russel Group University – Web chatbot, SMS bot and social/Whatsapp bot

 

Travel Company – WhatsApp bot, Facebook bot, Email bot

 

Housing Associations - Voice bot, Email bot, Web chatbot

Insurance – Voice bot and Email bot

If you are interested in the way technology is underpinning change through bots within the workplace then watch our webinar Bots in Business

Want to integrate bots in your business? Contact us and we will find something that suits you.

Jackie Minta-Jacobs

Content Marketing Executive, Britannic Technologies

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