COVID-19 : What we’re doing

We are doing our best to play our part by adapting responsibly and responding in any way we can. Over the last few weeks, we’ve launched a quick deploy Chatbot Capability for COVID-19 Information that is being taken up by a variety of organisations. Find out more here

With the advancement in the field of Artificial Intelligence (AI), we are currently experiencing remarkable chatbots like Google Assistant, Siri, Alexa, and many more. These chatbots are neat, smart, and always help you with keeping things organized. Just like these personal chatbots, the enterprise bots can make your life at the office as smooth as butter!

A fundamental ideology of any business organization is to make full-proof forecasting and sticking to the plans until the organizational goals have been met. There are two key factors playing together to make it happen – data processing and decision making.

No matter how smart the chatbots of the current age are, they cannot surpass the decision-making skills of a human being. But when it comes to data processing, it’s a WHOLE another scenario!

The Enterprise bots or better yet the omnichannel chatbots are close to perfection for data processing activities.

So, why aren’t all the companies in the world are adopting the trend yet? Why is the current adoption rate still at approximately 60% (Gartner was close – predicting 80% by 2020!)

What is the main challenge Enterprises face when adopting omnichannel chatbots? Well, the answer is simple – there are still some critical challenges to overcome.

Are you planning to implement a new ecosystem where human and chatbots are working together just like colleagues? Then, you should look into these challenges and think of the probable solutions that you can apply to overcome them.

Why Should You Even Consider Adopting Omnichannel Chatbots?

Being omnichannel means to have a seamless interaction among the members of a particular ecosystem. If you are planning to implement enterprise bots, you should make it omnichannel. Otherwise, you will end up with half-baked planning for your organization.

But why do we need omnichannel communication, why can’t we stick to the single-channel options?

The answer lies within the basic psychology of human beings.

People are naturally diverse. No two people will prefer the same mode of communication.

What assists this diversity is how many options of communication we have available to use with each other via some conventional mediums these days: –

  • Phone calls
  • SMSs
  • Facebook, Twitter, Skype, WhatsApp or other IMs (Any social media)
  • Emails
  • Other apps
  • Face-to-face

While people are communicating with these tools, it is a lot of extra work to use multiple single-channel bots at the same time. Building a separate chatbot on each channel will add duplication of work, a disparity of tone of voice and user experience among many other complications and ineffective uses of time.

So, what can we do, make everyone use only one mode of communication?

Practically, it will NEVER happen!

When you introduce an omnichannel chatbot, the customer is free to use whatever communication they prefer.you can create an ecosystem where every entity is connected despite their differences of preference for communication mediums. 

Key requirements for success

In our experience, there are 5 fundamental aspects you must get right for a successful omnichannel chatbot implementation: So, we are on the same page about implementing omnichannel, not single-channel bots in the enterprise environment, right?

But how can you successfully implement an enterprise bot?

We have compiled five basic requirements, without which you cannot create such an ecosystem.

Take a look –

  1. Development and architecture
  2. Managing security risks
  3. Management and administration
  4. Creating a minimum viable product that proves return on investment
  5. Employee pushback

Top 5 Challenges you will face as an Enterprise When Adopting Chatbots

These are the top five challenges your enterprise is likely to face when opting for Omnichannel Chatbots: 

Development and Architecture:

The way an omnichannel chatbot operates makes it difficult to get development teams to build one. There are a lot of design specifications and custom features involved, hence it can be difficult to get a team to put one together.

Task carried out by these types of chatbots are mainly going to be complex. 

Tasks, like completing a request based on user events and moving the same request on to a new environment, are an example of complexities that will have a big impact on the design and development. 

There are very few development teams that will be able to design a machine with so many complexities.                                                                                 

Managing Security Risks

When you decide to go omnichannel, there are going to be lots of security risks involved. One expects that with these types of bots, there are going to be a lot of personal or business data exchange across multiple platforms on a regular basis.

There will be a lot of authentication and authorization pop ups between the channels which the chatbot operates, and this poses a lot of security threats. 

It is very important to incorporate a flawless compliant operation between all channels in the design phase to tackle any security risk.                                                                      

Management & administration                                                                                

Managing the technology behind enterprise bots for long term use is crucial for overall success. Omnichannel chatbots are not the easiest to manage and administer. 

There are going to be a lot of versions upgrade and downgrades as time goes on and this is not expected to be easy due to the complexity of these type of bots.

A team within your company should be set aside to manage and administer your bots, this will save you the back and forth of running to developers to troubleshoot or manage your enterprise’s bots.

Once you have a special team that handles basic operations of your bots, it will save you a lot of cost down the road.

Creating a minimum viable product that also proves ROI

This is the biggest balancing act we find when looking into chatbots.

You have a limited budget and you need to create a chatbot MVP to prove what they’re capable of, that it can automate some customer enquiries and securely integrate with your other software systems.

Often, our potential clients are over-ambitious with their MVP and expect too much capability, for too little time and budget.   

Instead, try to go for a highly focused bot, with one to three conversation flows and 20-30 FAQs, and 1 to 2 integrations if you want to keep lean, agile and low cost.

Employee Pushback

No matter how much we talk about development and growth; humans are often scared of changes. 

We tend to live in an imaginary sphere of safety where we know every single element and how they react to certain things.

This is even truer for AI. 

People instantly think of Terminator when hearing the term AI!

If you are planning to adopt the chatbots, the human employees in your office would have to change a few things regarding how they work and communicate.

Sadly, old habits die hard.

Until all of the employees adopt the new sets of rules, you cannot expect the chatbots to work flawlessly. So, employee pushback is a severe threat to consider.

Other Adoption Challenges to Consider

So, those were the hardest five challenges to overcome. But some minor challenges can concern the enterprises while adopting chatbots.

Creating Universal UX for Everyone – The human race is immensely diverse. It is almost impossible to develop cookie-cutter UX and satisfy every human on the planet.

Privacy Concerns – When you are implementing chatbots in an office environment, it potentially hampers the individual privacy of the employees.

Final Thoughts

At the pace technology is fast-growing, it is very crucial for business owners to grow with the trend and not be left behind.

Customers are getting smarter and are only loyal to businesses that provide them with itch-free solutions. They are more likely to stay with a business that is easy to use.

An omnichannel or multichannel bot is a sure way to thicken your customer base and satisfy them. 

Every challenge mentioned when adopting omnichannel bots can be solved by professional development teams and if there is a strong level of trust between the project owner and the development team, navigating these challenges will become a whole lot easier!

Enterprise Bot Manager © 2020 Filament Consultancy Group. Registered in England and Wales -  Company Number 10180537.  © 2020 Filament Consultancy Group Canada Limited. Registered in Ontario, Corporation Number 1995332.