An Enterprise Chatbot is an AI-enabled Conversational Automation tool that helps businesses automate tasks across customer service, sales, and internal operations. This is performed through a messaging channel. Enterprise chatbots have become an important aspect of businesses to help automate repetitive operations, and ensure that internal and external communications are streamlined. These advanced chatbots are built using various technologies, such as Natural Language Processing (NLP), Large Language Models (LLMs), Generative AI, and more. An Enterprise Chatbot can be customized based on the scale of your business. Whether you are a small player, mid-market player, or a large organization – it does not matter!
Enterprise Chatbots: A Proven Strategy To Enhance Business Efficiency
An enterprise AI chatbot can handle various tasks, ranging from customer services, sales, and internal operations. These include ensuring an easy employee onboarding process, automating common HR-related queries, and automating common IT queries (access, password resets, and more). Chatbots for enterprises are built to be scalable, and a cost-effective approach to manage your business communication. Furthermore, they are built to integrate with your existing digital infrastructure with ease.
How Conversational Intelligence Empowers Enterprise Chatbots
The core technology used to build Enterprise Chatbots in Conversational Intelligence. This tech stack allowed bots to understand, process, and respond to human interactions. This is achieved with the help of the following components:
Large Language Models
LLMs have become an important foundation of enterprise AI chatbots. These are trained with large amounts of text data. With this, chatbots can generate human-like, contextually-aware responses to any user query. This is particularly helpful if businesses are looking to train chatbots with domain-specific knowledge. Regularly refining / updating these LLMs (or) datasets will ensure that the chatbot also becomes better at generating accurate replies.
Natural Language Processing (NLP)
NLP is a component of Artificial Intelligence (AI) that understands the meaning of text based on the intent and context of the conversation. Furthermore, it has additional features, such as,
- Sentiment Analysis – to identify the specific emotion behind the text
- Word-Sense Disambiguation – to select exact meaning of a word in a conversation
- Machine Translation – to translate a text from one language to another, without losing the original meaning
- Call Classification – to automatically classify each conversation based on the complexity of a query
Enterprise chatbot platforms leverage NLP to enhance their CX automation processes.
Conversational Response Generation
As the name suggests, this feature helps enterprise chatbot platforms with providing context-relevant, human-like responses to user queries. Conversational Response Generation leverages both NLU + NLP to provide answers.
Unique capabilities of Enterprise Chatbot Platforms:
- Robustness and Accuracy: Enterprise chatbots are built to handle large volumes of conversations with ease, and precision. These chatbots learn from every interaction, and become more human-like and contextually-aware over time. Overtime, tracking these interactions using advanced conversational analytics features also becomes imperative.
- Multi-Interaction Management: Enterprise chatbots are trained with advanced LLM models to ensure that they adapt to any extensive, industry-based conversation. This also ensures multilingual capabilities to adapt to a global audience.
- Easy Integration for Various Use Cases: Enterprise chatbots are known to integrate effortlessly across multiple platforms and applications, without hindering performance across use cases.
Categories of Chatbot for Enterprises:
Robotic Process Automation Chatbot:
A Robotic Process Automation (RPA) Chatbot automates repetitive, manual tasks that take long durations to complete. This includes automating data entry tasks, automating documentation management, and supporting users with enhanced backend workflows.
AI-enabled Customer Service Chatbot:
AI-powered chatbots not only understand and respond to simple queries, but are also trained to resolve complex requests. In the case where an AI-powered chatbot is unable to respond to a complex query, it is trained to route the query to a representative from the appropriate department. Responses are clear, accurate, and understands complex customer emotions.
Lead-Gen Chatbot for Enterprises:
These chatbots identify potential leads and qualify them, before passing them on to the sales teams. They act like an automated Sales Development Representative! These are placed on websites, publicly-available enterprise channels on Slack, and more. They ask strategic questions to understand a prospect’s needs, they can track user behaviour to personalize their buying experience, they can be integrated into third-party CRM platforms to ensure the sales process is efficient.
FAQ Chatbot:
FAQ Chatbots are trained to answer commonly asked questions that may not require a dedicated customer service representative to answer them. This utilizes a combination of NLP and Generative AI to provide accurate answers. Some use cases include: (a) IT assistance, such as, password resets, or account creation. (b) Company specific FAQs (c ) internal employee-related tasks, such as, onboarding, PTO requests, troubleshooting, and more.
Read More: Generative AI vs Conversational AI: Who Leads Future CX?
What’s next for Enterprise AI Chatbots?
Enterprise AI Chatbots are expected to scale multifold in the future. Bots will be trained to become more human-like, and detect emotions more accurately. They are also expected to seamlessly integrate with multiple third-party platforms with no chatbot security concerns. Furthermore, Chatbots for enterprises will easily connect with various enterprise applications, such as IoT devices, other organizational communication channels, and more. With a growing number of organizations leveraging the power of GenAI-powered chatbots, there is a promising future for CX automation.
About Twixor:
Twixor is a Conversational AI-powered Digital Assistant platform that enables organizations to reach maximum business efficiency. The Twixor Suite provides a range of modules, such as, automated revenue management, AI-powered business-customer interactions, enhanced backend process efficiency, and more. Twixor has been titled G2 Industry Leaders across various sectors, such as, Global Leader for Bot Platforms (Summer 2024), APAC Leader for Customer Self-Service (Fall 2024), Mid-Market, APAC Leader for Digital Process Automation (Fall 2024), and more. With 600+ customers worldwide, and 6 Billion+ interactions every year, Twixor is reimagining what it means to connect businesses and customers via conversational messaging.
Read More: Twixor Soars as Conversational AI Leader in G2 Summer 2024
