How pairing a chatbot with digital service and incident management can lift productivity

A chatbot is an artificial intelligence system we can interact with through questions and answers; the way it is coded lets it automate processes related to creating work orders, capturing information or creating records within the contact process that links many companies to their end clients. 

The communication demands tied to the reach of some companies' services and to the omnichannel presence they need are eased when we hand part of the contact work to artificial intelligence. So the information or orders a chatbot can take in, combined with the operational management tools that run a contact center's workflow, save time and human effort. 

That makes it possible to serve end-client demand better and to be present across the range of technology platforms where that client is.

Chatbots are especially useful for end clients in line with the growing preference for making contact through impersonal digital channels, since the exchange happens in writing, or for those who for various reasons or circumstances cannot communicate by voice. 

Adopting these platforms brings substantial improvements to how companies manage resources: by streamlining the flow of their operations, they reduce call volume. That is because a chatbot allows a specific flexibility phone contact cannot, and gives the agent the ability to work in parallel, handling processes for several clients at once and saving time. 

Service and incident management tools like the ones we design at GoDoWorks achieve greater synergy through their ability to work alongside chatbots: they complement the workflow, add automation and improve contact centers' operational processes. The artificial intelligence in service management tools interacts with the chatbot to reduce agents' workload, which ultimately raises productivity and lowers costs. 

What benefits can we get?

A service management tool able to work around a chatbot's processes can take in work orders with no human intervention, or with partial intervention. Some processes, such as surveys, improve enormously, allowing information to be captured and analyzed quickly, automatically and without errors. 

On the client side, we can deliver a better response with shorter waits, meeting their expectations for contact through their preferred channels and producing higher satisfaction.

For the company, a technological improvement like this shows up as notable gains in productivity and performance. Phone intake activity falls by 35%, which translates into a 20% reduction in costs. 

At the level of each agent, tying their work to the AIs (chatbot + management software) lets them serve 5 end clients in parallel instead of just one, bringing average problem resolution down to 2 minutes instead of 6. 

Thanks to the synergy between these software systems, as GoDoWorks approaches it, the chatbot and the management tools work as complements that let companies stay at the technological forefront and give the end client the omnichannel presence and response efficiency they expect. In other words, they guarantee contact and produce better, smarter, faster and more efficient processes across everything that follows from it.