How to Use Chatbots - Chatbot Use Cases
Chatbots are everywhere. They have developed into powerful tools that allow users to quickly and easily access the information they need while making companies more efficient. In a survey by Oracle of business executives from the Netherlands, South Africa, France, and the UK, 80% said they already used or had plans to use chatbots by 2020. So what are they using them for?
Chatbot Success
The potential for chatbots to positively impact an individual or organization is huge. When designed and implemented correctly, chatbots enhance the user experience and help coach people towards meeting their goals. Chatbots have a wide variety of uses. There are simple ones that tell you the weather, like Poncho. Of course, there are also more complex chatbots that can handle customer service requests (1-800-Flowerschatbot for Facebook Messenger is a great example) or even do things like onboard new employees.
The common thread with many successful chatbots is that they do one thing very well. Whether that is telling you the weather or helping you place an order for flowers or pizza, people understand what these chatbots are designed to do. The focus and scope of these chatbots are well defined.
Here are some examples of good general uses for chatbots:
- Employee Training
- Weight Loss
- User Engagement
- Direct Marketing
- Customer Service
- Sales Enablement
Chatbots in Learning and Development: How to Use Chatbots for Training
Learning and Development professionals everywhere stand to enjoy significant gains from chatbots. L&D is always a juggling act of needs versus costs. Costs multiply with every individual that needs training unless the solution is scalable.
Enter the chatbot. Their automation and ease of scaling open new possibilities for quality and breadth of content. Adding new trainees is as simple as adding a phone number to a database. Tips, quizzes, suggestions, exercises, links to videos, and more can all be delivered to trainees in bite-sized, actionable items. All on a customizable schedule tailored to push development.
Leadership Development: Lead your Leaders
Leadership skills are essential in any organization, but teaching takes time. Following up to make sure new skills stick takes even longer. With chatbots automated calendaring, information can be spread out over days and weeks. This gives time for trainees to practice in between instruction. And thanks to a chatbot’s automation, there’s no need for a trainer to be on call for the duration. New leaders can start the training when they need it, rather than when the office can provide it.
New Employee/Manager Onboarding: Be there for Everyone
Whether an employee is completely new to the organization or just newly promoted, there’s a wall of information they need. Procedures, practices, culture, names, places, everything a veteran employee has down pat but can be difficult for a newcomer to master quickly. Enter the chatbot. Whether by providing timely information about payroll and parking or through a queryable knowledge base, the chatbot fills the role of a veteran personally helping every newcomer.
Performance Support: Measure and Maintain
Performance support needs to gather information and deliver feedback without getting in the way of the performer. Chatbots are unobtrusive, easy to pick up, and easy to interact with. Recording information is as simple as answering a text and getting feedback as simple as reading the reply.
Sales Optimization: Record and Revolutionize
Chatbots make it easy to identify skilled and driven individuals in your organization. Your high potentials are the ones who score high on performance support chatbots and dominate your sales leaderboards. The same chatbot that identified them can then start a new track to deliver their advanced training. All on demand.
Safety and Compliance: Secure and Save
Much like with new employee onboarding, safety and compliance training often consist of a large amount of information and a substantial cost in time. Chatbots can not only deliver the training but provide a detailed record of the training that took place. Message logs—both of the chatbot’s and user’s communications—provide an extra layer of legal protection on top of dispensing the training.
Diversity and Inclusion: Drive and Integrate
Diversity training often needs to happen on a massive scale, and like leadership training, needs to happen over an extended period of time in order for the desired behaviors to stick. Chatbots are perfect for delivering content on a time span of weeks and months, and recording when and how the content is delivered.
Special Initiatives: Stand out without standing in the way
Text messages are read 99% of the time and 90% of the time within 3 minutes of delivery. That reliability is perfect for announcing special initiatives. Chatbots have the power to push out messages—which will actually get read—to huge audiences on demand.
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