What are Enterprise Chatbots? Essential Key Features
In an increasingly digital world, chatbots have become pivotal tools in enhancing enterprise efficiency and improving employee and customer experience. The best among them meld advanced natural language processing, seamless integration, scalability, and robust analytics to offer an unmatched user experience.
This article aims to guide you through the nuances of enterprise AI chatbot features, spotlighting the best-advanced chatbots powered by Artificial intelligence, complete with a few use cases in different industries.
Table of Contents
- What are Enterprise Chatbots?
- What is a Chatbot?
- How Do Enterprise Chatbots Work?
- Enterprise Chatbot Interaction Process
- Roles of AI Chatbots in Enterprise
- 8x8 AI Virtual Assistant Case Study
- McAfee Customer Chatbot Case Study
- DaveGPT for Banking Case Study
- Zoom's Happy Bot Case Study
- Enterprise Chatbot Features and Capabilities
- The Best AI Chatbot for Enterprise
- Why Aisera's Enterprise Chatbot
- Chatbot FAQs
- Additional Resources
What is a Chatbot and How Does it Differ from an Enterprise Chatbot?
According to the AI terminology, a chatbot is a computer program developed to respond to human queries by simulating a human-like conversation as voice or text.
On the other hand, AI chatbots also known as enterprise chatbots are Chatbots that use artificial intelligence (AI) and Natural Language Processing (NLP) to understand and answer customer questions automatically by simulating voice or text. The fusion of AI and chatbots represents the convergence of cutting-edge tech and prevalent software. AI chatbots respond in a human-like conversation that’s why they are considered a subset of conversational AI technology.
An advanced AI chatbot can make AI-powered tools with different names depending on where it is integrated. For instance, in customer service, it can make AI customer support. Or, in the IT department, it can help with AI service desks. It plays a good role as an AI assistant when it comes to mobile apps on Android phones or iOS.
Today’s AI chatbot software is revolutionizing the entire concept of communication and we’re summarizing the top features you’ll need to have the best chatbot for your business.
How Do Enterprise Chatbots Work?
Unlike other types of chatbots such as rule-based ones, Advanced chatbots rely on Natural Language Processing and Machine Learning. User queries are processed through NLP, which deconstructs sentences to understand intent. ML enables bots to learn from interactions and improve responses. Training with diverse data enhances effectiveness, while continuous feedback refines performance.
Deep learning enhances the understanding of complex queries. AI chatbots serve as versatile business tools, automating customer service and providing personalized, scalable support 24/7.
Process of Enterprise Chatbot Interactions Step by Step:
- User Input: The process starts when the user submits an input. This could be a question, command, or statement in text or voice form.
- Input Analysis: The AI chatbot processes this input using NLP. It breaks down the sentence into individual words and phrases to understand the user’s intent.
- Intent Recognition: The AI chatbot then matches this understood intent with an appropriate response. Machine learning algorithms help to categorize the user’s input into an intent based on what the chatbot has learned from previous interactions.
- Response Generation: The chatbot formulates a response based on its understanding. If the chatbot is a rule-based system, it will choose from pre-programmed responses. If it’s a self-learning chatbot, it uses machine learning algorithms to generate an appropriate response.
- User Output: The chatbot then presents its response to the user. The user can then respond to the chatbot, and the cycle starts again.
However, In more complex & deep learning-based chatbots, the response generation process could be more nuanced, considering context from language models’ past interactions and using more complex means to generate responses.
Roles of AI Chatbots in Enterprise
Nowadays, AI-powered chatbots and conversational AI platforms have many use cases in different aspects of enterprises. The most popular roles for an enterprise chatbot include the following items:
- Customer Service: AI chatbots provide round-the-clock customer support, promptly answering queries and resolving issues. They can handle multiple customers simultaneously, improving service efficiency.
- Sales and Marketing: Chatbots can offer personalized product recommendations based on user behavior and preferences, enhancing sales opportunities. They can also be programmed to promote new products or services to customers.
- Cost Savings: Implementing a chatbot is typically cheaper and more scalable than hiring additional customer service agents. They can automate routine tasks, freeing up time for your human workforce to handle more complex tasks. Conversational AI increases ROI by reducing the cost of customer support operations and improving customer engagement and satisfaction.
- Data Collection: AI chatbots can collect valuable data from customer interactions, providing insights into customer behavior and needs. This data can guide business strategies and decision-making.
- User Engagement: By offering immediate and personalized interaction, enterprise chatbots can enhance customer engagement and retention. They also enable businesses to be present on popular messaging platforms, meeting customers where they already spend their time.
- Enhancing Employee Experience: By enhancing efficiency, communication, and overall job satisfaction, enterprise chatbots can play a vital role in improving the employee experience.
Aisera's Enterprise Chatbot as 8x8 AI Virtual Assistant
Watch the video to see how 8×8 supercharged existing resources to automate self-service handling of mundane tasks. With Aisera’s conversational AI, they achieved a precipitous drop in case volume, decreased the number of chats handled by live agents, and improved agent productivity by 50 percent. In this real-world example of using Aisera’s enterprise chatbot, 8×8 deploys ”Otto” AI-powered Virtual Assistant to scale customer support and decrease case volume by 60%.
Aisera's Enterprise Chatbot as McAfee AI Chatbot
Watch how Aisera’s AI-powered chatbot helps McAfee to achieve phenomenal gains in service agent efficiency by offering customer self-service on the consumer portal for instant issue resolution. The system leveraged knowledge articles and delivered sharp, context-based responses to boost auto-resolution and agent productivity by three-quarters. McAfee elevates customer service metrics including CSAT to 74% by automating self-service.
DaveGPT Powered by Aisera for Next-Gen Banking
See how Dave employs Aisera’s AI Customer Service solution powered by an enterprise chatbot to deliver on-demand, personalized support options. Now users can access Aisera’s 24×7 virtual assistant at any time. As a modern banking company, Dave was able to see results right away, achieving a 70 percent auto-resolution rate with self-service, plus 60 percent first-call resolution (FCR).
Aisera's Enterprise Chatbot as Zoom's Happy Bot
Zoom’s success story is legendary. See how the company automated billing and subscriptions, streamlined customer service, and delivered remarkable technical support, increasing CSAT dramatically in just six months. Zoom automates customer service and boosts revenue while responding quickly to the needs of unprecedented growth.
Enterprise Chatbot Features and Capabilities
Nearly every business wants to incorporate chatbot software or Artificial Intelligence chatbots onto their website. Leading-edge AI capabilities in chatbot platforms streamline interaction, scale support for remote working, enable self-service and autonomy in resolving requests, and boost productivity dramatically while saving costs.
Additionally, chatbots deliver unparalleled insights into customer data for informed sales leads, upselling and cross-selling, and timely responses to emerging trends. The right chatbot can save millions of dollars, boost customer satisfaction scores, and handle increasingly complex use cases. Chatbot ROI calculator can give you a clue of how much it costs and how much it saves for your company.
With the vitality of the whole chatbot technology and phenomenon comes a span of choices for organizations. There are many chatbot software on the market now, and selecting the optimal one can have a major impact on the benefits and value you realize from your investment. Nobody wants an “also-ran” into an AI chatbot tool that lacks essential features!
But at the same time, you want to invest in AI chatbot platforms with capabilities that serve your markets, use cases, and target audiences without adding options you don’t need. If you’ve decided to enrich your website with AI-powered chatbot software, let’s look into the five “must-have” features that comprise the Best AI Chatbots.
Unsupervised AI Learning Natural Language Processing /Understanding
Unsupervised AI learning is at the foundation of the exceptional AI chatbot. Apple’s Siri and Amazon’s Alexa are examples of consumer-oriented, data-driven, predictive chatbots. They are advanced, intuitive, capable, personalized, and sophisticated. To achieve this level of usefulness and popularity, AI chatbots must be contextually aware —and the only route to that is through NLP and NLU.
Machine learning (ML) is also vital to your chatbot’s ability to acquire new knowledge in the course of its operation. The AI Chatbot calls upon predictive intelligence and analytics to personalize a response based on user profiles; it remembers a user’s preferences and offers solutions and recommendations or makes informed guesses at a customer’s future needs.
AI Chatbots recall past interactions with every user over every channel—whether online, via SMS, web portal, or phone. It pulls from a user’s information, order history, previous purchases, and other data to carry out accurate, relevant, and pleasing conversations. It resolves user issues in a matter of seconds.
People today have an almost limitless spectrum of channels to carry out their business and lifestyle needs. They switch among AI chat channels with agility and expect the bot to respond and keep pace.
Your ideal chatbot must also be able to communicate seamlessly on whatever channel the user prefers. So an omnichannel platform is the key to a positive user experience and quick self-service resolution of customer, agent, and employee service issues. The omnichannel is broad and growing, so the bot must be capable of performing meaningful conversations across that every-widening spectrum.
That includes enterprise messengers like Skype and MS Teams; social messengers like Twitter and FB Messenger; voice assistance like that offered by Amazon Alexa and Google Assistant; email, and web/mobile apps.
At the heart of any omnichannel conversational AI, chatbot is natural language understanding (NLU) and natural language processing NLP, which guarantee that your chatbot both understands and interprets communications properly and integrates chatbot responds in a personally relevant way to conversations, whatever the relevant topic.
A No-Code Visual Flow Builder
Building a chatbot should be easy, intuitive, and hassle-free. That means code-free as well—even drag-and-drop! Look for a visual flow, free AI-powered chatbot builder that tailors to your uses and enables zero-code bot building, enabling you to design and customize your bot directly on the platform without calling on technical knowledge.
Without coding proficiency, you can now construct a powerful conversation flow or bot that starts delivering benefits from day one. Your visual flow builder or AI bot lets you automate resolutions for basic customer issues and ensure productive interactions with your customers.
A conversational AI platform also uses machine learning to continuously improve its performance and adjust your bot’s workflows. You can tweak and customize the bot to improve customer satisfaction and map to new business trends, initiatives, and customer feedback. Jump on opportunities and watch the responses soar.
Live Chat Handover & Intelligence
There comes a time in some interactions when a human is needed to resolve an issue. That’s why the AI Chatbots allow smooth human handover at the right moment. The smart chatbot is engineered to handle two scenarios: 1) when the bot cannot accommodate the complexity of the query; and 2) when the user prefers (or insists on) interacting with human agents support.
Bots need a special type of intelligence to intuit and analyze a growing sense of urgency or complexity when participating in a conversation. This capability preserves the value of the chatbot by informing it when to relinquish the interaction and hand it over to a human. For example, when a chatbot taking an online order cannot understand or carry out the request, it can hand off the conversation to a human promptly, avoiding frustration and protecting a positive outcome through human conversation.
It’s the natural language processing & advanced AI technology that empowers a chatbot to analyze whatever sentiment a user is communicating and detect dissatisfaction, for example. At that point, the call or other channel can connect smoothly to a live agent for personalized, hands-on help and engagement.
Even after the agent engages, some chatbots can continue to support the process by forwarding background information on the caller’s location (even street or ZIP code!).
The chatbot can also apprise the agent of prior transactions and any pertinent data about the user. So the advanced Chatbots can continue working even when not expressly called upon, and help both the agent and caller to enjoy a satisfying, successful, customer experience.
Sentiment analysis is one of the newest and most amazing functions of AI. How the chatbot can interpret the intent behind a user’s query, understand customer sentiment from the tone of voice, and respond appropriately is an extremely valuable skill when customers are often short of time and temper. Even when sentence structure, spelling, or grammar are inconsistent, ambiguous, or informal, like jargon or slang, the chatbot can intuit the meaning and enhance the experience.
Like humans, AI-powered Conversational chatbots also learn quickly and store that knowledge for future use. The bot thus becomes more intelligent, insightful—and functional—with each interaction. In the past, a chatbot could do little more than parrot its responses; the ability to decipher customer attitude was speculative at best.
But today’s narrative mapping technology enables the bot to pick out important words in human-like conversations and assign them a relative value: positive, neutral, or negative. This informs the bot’s “understanding” of the user’s intent, mood, and tenor of an interaction. The bot can then figure out how to respond to the user and conduct a meaningful dialogue.
The Best AI Chatbot for Enterprise
Aisera’s enterprise chatbot also called AiseraGPT is Generative Pretrained Transformer and is an advanced language model designed for enterprise. It is designed to generate human-like text based on given prompts or conversational inputs. Enterprises can leverage Aisera Generative AI for various industries and purposes, such as generative AI in banking, insurance, and healthcare for their customer service representatives, support, AI virtual assistants, or even leveraging chatbots for HR departments.
By integrating AiseraGPT into their systems, businesses can provide personalized and interactive experiences to their customers. It can assist in handling inquiries, providing recommendations, or even generating creative content. Enterprises can utilize the power of AiseraGPT with conversational AI capabilities to enhance their communication, streamline their business processes, and improve overall customer satisfaction.
Why Aisera's Enterprise Chatbot
The Aisera enterprise chatbot is built on NLP/NLU and Conversational Automation technology. It smoothly interfaces with current systems like Salesforce, SAP, Oracle, Zendesk, and ServiceNow. That means you can offer a service experience for users that boosts customer satisfaction and Net Promoter Score (NPS) while drastically reducing support and operations costs.
Aisera’s Conversational AI solution empowers customers with an unprecedented level of self-service accompanied by an Alexa-like natural language interface. So Aisera learns as it goes along, and ultimately helps an organization’s competitiveness, growth, and productivity. Aisera is a powerful ally that is available 24/7 and has a built-in mission: to optimize your customer’s experience and grow your business.
Aisera’s AI-powered chatbot resolves most issues in a short span, ensuring that each participant feels understood and acknowledged: customers receive accurate answers with minimum hassle; meanwhile, Aisera liberates employees to focus on more complex and higher-value tasks. If you wish to learn more about the enterprise AI chatbot Request a demo today.