Conversational AI is Reshaping In-House Company Dynamics

In the last five years, conversational AI has been a complete game changer for almost every industry, fundamentally transforming the way businesses interact with customers, and providing seamless and customized experiences for teams and users alike.

For those of you who are not familiar with conversational AI, let me break it down for you. In your everyday life, it is the kind of technology that allows you to have natural language conversations with businesses through your favorite conversational platforms, such WhatsApp, Instagram, Messenger, or Telegram. If done correctly, the difference between chatting with a machine and an actual human being is practically imperceptible.

Conversational AI has led companies to integrate this technology as a fundamental part of their sales and marketing strategies, proving to bolster their results by over 40%. Why? The answer is simple: 88% of modern customers prefer to be contacted by businesses via conversational platforms, and 68% affirm that interacting with companies in this way increases the likelihood of completing a purchase transaction.

Though, there is another aspect of conversational AI that is seldom spoken of: It has also become a tool that is key to ensuring successful in-house company dynamics, especially when it comes to the internal operation of human resources, educational institutions, logistics and shipping companies, and real estate businesses.

Today, most educational institutions are no longer held back by physical barriers and have leaped into the digital environment with intranet software and virtual classrooms. However, these platforms have significant limitations in terms of effective communication with students, as most notifications are sent to students by email, which in general, has an 18-20% opening rate versus over 90% for text messages through WhatsApp. Now, schools around the globe are using WhatsApp to elevate classroom connections, send bulk messages for timely updates, create an omnichannel live chat to offer 24/7 support for students, and integrate this conversational channel with existing CRM systems and intranet softwares.

Another great example is human resources. HR managers oversee the recruiting, interviewing and hiring processes of new staff; they are a link between managers and employees; they plan, coordinate and execute different administrative functions, and more. For them, AI-based chatbots, or smart contacts as we like to call them at Blip, have become their right-hand man!

Here’s how we do it: AI-based chatbots are programmed to complete repetitive tasks and feed off information (as much as possible) provided by a company. It is a machine especially trained by you to mimic your work.

That being said, apart from the obvious case uses for external communication in human resources, such as providing support for repetitive tasks, including answering FAQs about the company and roles available, helping schedule one-to-one interviews, and individually following up with candidates, it can also:

●   Provide support for employees

●       Enable accrual balances and benefits inquiry automation

●       Gather documentation and follow up on vacations, sick leaves and special permissions

●       Train and onboard new employees

●       Communicate on a large-scale special announcements and company events

●       Manage company events, such as onboardings, community events, holiday parties, birthdays, and more

●       Enable an “employee self-service” channel where employees can download invoices, ask for days off, and inquire about company events

Today, smart contacts are becoming invaluable in the complex landscape of several industries, whether they are used for internal or external purposes. As AI-based innovation becomes key to drive sales and ensure swift and effective communication with people (and hence, customers), now more than ever, being part of the conversation means competing against other companies in providing a swift, seamless, customized and meaningful experience on conversational channels.