Artificial intelligence and machine learning are the main characteristics of the co-workers who never leave the screen. They are there, in the background of the network, collaborating and helping with different tasks without making a sound. Bots, chatbots, assistants and virtual agents represent the future of self-service.
According to a Gartner report, 25% of the operations that American companies will do throughout this year will be carried out with virtual assistants; a fact that reveals the importance of adapting our day to day work to these quasi-perfect workers, very useful in improving production processes.
Why are they a guarantee for businesses? They work 24 hours, 365 days a year and automate routine tasks. In fact, they tackle actions that could go unnoticed, but which can negatively affect the workload quite a lot.
The ideal is that they win the user over from the very first moment. They empathise with them in a brilliant way but with a reserved attitude. Most do. For this reason, they sneak in so simply and magically into people’s lives. They help departments such as IT or Human Resources, which receive hundreds of requests from employees every day. The requests usually go the same way, but since there are so many, sometimes, they are overwhelmed and the response never comes or when it does, it is late.
Automating certain processes translates into operational efficiency as well as the satisfaction of workers, who find answers to their questions quickly. A chatbot can enter the scene to answer questions about how to fill out the vacation form or a request for a headset with a microphone to hold meetings with customers. This is very useful and helps decongest the service desk.
It is possible to adapt these virtual agents to your needs, but there is also a catalogue with bots for frequently asked questions, conducting diagnostics, solving multi-step problems, collecting data, tutorials or updating records to obtain the status of requests for material or of services.
Working with professionals with experience in Digital Transformation projects is essential to achieving the solutions that best suit your business roadmap. The technology is here, however, it is crucial to be able to get the most out of it so that the investment is profitable.
With virtual agents, the path will be much easier because one of their qualities is their ability to learn from each user interaction. Likewise, they personalise each action, providing a unique and live experience.
Flexibility and profitability are other values that accompany this tool which capitalises on problems, corrects them and provides immediate and precise answers; a first-rate opportunity to advance, aligned with the language of the market. In fact, Gartner states that before the end of 2020, 85% of the interactions that people have will be with robots; a forecast that helps to draw the path you want to follow so that your business is more or less innovative. Now, do you want to draw up your plans in accordance with current trends? It’s in your hands.