Over recent years, the world has been rapidly travelling towards adopting cutting-edge technology to make business faster and better. The current pandemic has only gone and accelerated the trend even further and you would be hard-pressed to find anyone who hasn't wondered whether artificial intelligence could help their business in some form or another (unless they live reclused in a cave, that is).
Problem is, Artificial Intelligence sounds incredibly complicated. An intelligence that is not human and yet can do a lot more than we can and actually does it a lot faster... something that sounds this powerful with so much potential often means there is a hefty price tag attached to it.
Fortunately, it isn't as prohibitive as you might initially think of, as the industry has made significant progress since its early days and access to it has democratised significantly.
However, you may still feel slightly reluctant to jump in, as you don't want to take any chances, you don't want your well-oiled business machine to have a spanner thrown into it and have everyone running around the organisation firefighting like headless chickens. We get you. Novelty comes with great promises but also a portion of unknown, and unknown is something that generates a lot of resistance internally.
To help you move past this first hurdle, we're listing out 4 low-risk ways of trying conversational AI or chatbots out. These will help you deploy in a very controlled manner, without risking significant business impact and get you accustomed to what the technology is and isn't. All examples are taken directly from real-life Yellow Messenger deployments.
Here are 4 Ways to dip your toes with Conversational AI
1. Shared Licence Scheduler
Let's imagine you have purchased some shared licences for a SaaS product. You have 10 licences that you share across 400 collaborators and right now, you have an unlucky colleague in IT in charge of coordinating who gets to use the software when. Instead, imagine you have a virtual agent that you can chat to in your organisation's chosen collaboration software (Teams, Slack, Google, Skype, Workplace...) and have that agent help you gain access to the tool. With your support, it will understand exactly what you need to do, when you want it and have that licence reserved for you to use at a given time. No more back and forth with colleagues or last-minute surprise of the licence being checked out. You set it and forget about it. And if someone else wants it at the same time? The virtual agent will either give them of the remaining 9 licences or will suggest an alternative time they could check the licence out if they are all busy.
A couple of early adopters of this specific use case highlighted that this has saved between 20 to 45 hours a week in terms of activity in the IT team, which has allowed those teams to further their roadmap faster.
2. Order Management
You have an active base of resellers or clients who frequently order stock through your team. However, imagine that instead of reaching out to you, they could text a WhatsApp number, stating to you exactly which products they need, in what quantity and by when they need it delivered, without a single inference from your team. These orders are now catered to on autopilot and your reseller or clients can just order on the go, without the need to sit at a computer. The AI chatbot does everything, from understanding which products the customer is talking about, what account on the CRM to associate the order to and sending in the order to the team to process and get delivered.
This reduces your cost to serve and it makes it easier and faster to your customers, who can resolve within minutes, without being on hold, at any time of day or night. And if for whatever reason this fails your customer, then they can call, you take the order and ascertain why it didn't work, feed that back to the product and that call won't happen again. You are now hands-off taking all your repeat orders.
3. HR Policies
How many leave days do I have? Where can I find the parental leave policy? How do I request to hire an additional person to my team? All these questions have two things in common: they are incredibly common and they are very easy for anyone in your HR team to respond, but they take their valuable time away from other tasks that could make employees lives better.
Instead, bring in a virtual HR assistant and teach them how to answer these questions. Give it access to all the policy documents and have them share the right policy based on what your colleague is saying. The assistant can read the policies to identify which document to share and even highlight where in the document the information is likely to be.
Our HR automation product Bumblebee comes ready packed and is pretty much a turnkey solution to enable you to do just that, alongside countless other HR activities such as scheduling candidate interviews, booking time off and finding who is who inside the organisation.
4. Replace your old survey by a conversational survey
Imagine if when filling a survey for a company, you gave a score, it asked you why and, instead of moving onto the next one, the survey highlighted to you it understood exactly what you meant and wanted to dig deeper into it. How would you feel? Heard. Impressed. Possibly mindblown. This is what a Conversational AI Survey looks like - it's like a chat with a friend. This is a very easy and low risk way to try out conversational AI. Replace one of your existing surveys (or start a new one) to capture insight from your customers and get the AI to help you and dig deeper so you can find the true insight gold in their comments. Worst that can happen is your customer feels confused by the follow-up question or the follow-up question doesn't show up. Low risk but allows you to see AI isn't just hype anymore.
If you are tempted by conversational AI, don't let fear hold you back. Instead, feel the fear and do it anyways. Focus on which level of risk you are willing to tolerate and contact Yellow Messenger to help you decide the perfect proof of concept for you.
Gustavo is Vice-President at Yellow Messenger with responsibility for transforming enterprises into success stories across Europe and Latin America.
Previously to Yellow Messenger, he was named a 30 Under 30 in Customer Experience by the prestigious CX Network and was a sought after speaker and a published CX expert having worked in Financial Services, Logistics, Consumer Electronics and market research