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Data-driven business insights allow you to make strategic business decisions that could give you a distinct competitive advantage. You can glean a surprising amount of strategic business insights from conversational AI chatbots.

An example of a strategic business insight might be that customers often say a competitor’s product is of higher quality. You could obtain these insights from social media, reviews, and even direct contact with customers. But that’s a ton of work. 

AI (or artificial intelligence), using machine learning (ML) and natural language processing (NLP), can help you collect data and show you trends like above, saving time and money. All you have to do is review the insights and develop an action plan to address the opportunity you’ve identified. 

Don’t forget: insights don’t all have to be actionable to have value. Sometimes insights can confirm your theories. Data collected from a chatbot can also give you critical feedback on whether your strategies are working. 

How Do Chatbots Lead to Strategic Business Insights? 

Chatbots collect considerable data through their conversations with your customers. You can mine this data to find out: 

  • what questions your customers ask, 
  • what suggestions they have, 
  • what they want from your products, 
  • and what issues they have most frequently.
Photo by Austin Distel on Unsplash

Let’s look at a simple example. If a restaurant chain has a chatbot, and customers are frequently asking about gluten-free, vegetarian, or vegan options, it could be lucrative for the brand to start adding items to their menu in these categories. Chatbot data can reveal potential future business avenues your team may not have determined on their own.

How Chatbots Help Your Customer Service Strategy

Chatbot data can show you trends in customer issues, from when they’re most likely to occur to the most common complaints, as well as the cause of problems. You can also collect data on customer intent when they are interacting with the bot. You’ll understand at what point during the conversation is the customer getting more or less annoyed or angry. You can then tweak your process to direct those customers to a human representative, and you can look at adjusting your chatbot’s responses to serve customers better.

Even simple interactions with your chatbot can reveal trends about your customers. If your chatbot regularly gets the question: “what location is closest to me?” it might be worth surveying customers for postal codes. Maybe there’s an opportunity for expanding your business to a location you hadn’t thought of previously.

As a bonus, chatbots can also improve your employee experience because they can quickly answer straightforward questions like “when are you open?” This gives your customer service reps more time to deal with more complex questions or problems. It also eliminates repetitive work that can frustrate employees. 

How Chatbots Can Help Your Marketing Strategy

Chatbots are a perfect complement to an inbound marketing strategy. Your content gets people interested and builds trust, while the chatbot is the first friendly and immediately available point of contact. Your chatbot can also provide further information about the items your customers are looking at and can collect their contact details if they’d like to speak to someone. Chatbots could even book appointments with human staff members. 

Chatbot data can show you what information your marketing content is missing by offering you the most frequently asked questions. You can also find out what frustrates your customers and causes them to leave a chatbot conversation without purchasing a product or resolving an issue. Trends identified can lead to a strategy to reach out to these customers with a special offer or discount to get them back as customers. 

How Chatbots Can Help Improve Your Sales Procedures

Chatbots can also lend a hand to your sales department. Similar to your marketing strategies and customer service, chatbots can help save time for your sales team as well. Strategically designed chatbots, especially when integrated with a CRM, could collect contact information and pre-qualify leads for your team to contact. 

A chatbot can also collect the data your CRM needs and fill in the details after a conversation. Think about the time your sales team could save if the first discovery call was effectively completed by a chatbot asking the right questions. Suddenly, your sales strategy can be more tailored to the prospect in question when the first in-person call is made. 

Strategic Business Insights
Photo by Green Chameleon on Unsplash

Depending on the industry you are in, you might have a chatbot that assists customers in making purchases online. The data collected can help you to change up your sales pages, forms and overall layout to make the experience better for customers. You’ll know from a chatbot when people ask questions, get confused and need assistance. The data from sales bots will help teams and leaders develop the next generation of even more intuitive online shopping experiences. 

Get Strategic Business Insights from Conversational AI

If you have an online business where customers can contact you via your website, on a messenger app or even through a call centre, you will benefit from integrating conversational AI into your business model. The insights gathered from the wealth of data collected are priceless. And as the chatbot continues to improve, the detailed and nuanced data being gathered will continue to direct your strategies in the years to come.

Curious about how you could tap into critical metrics and data analysis in an easy-to-use chatbot dashboard? Book a quick call with one of our consultants today!

By now, most of us have had some sort of experience with chatbots as a consumer. Whether it was through your cable company when you wanted new channels, or you were requesting an instruction manual for your new kettle. And while we can all see the benefit of chatbots from a customer service perspective, there is also great potential for chatbots to be used internally within a company to further harness digital transformation. 

What is Digital Transformation?

Digital transformation is integrating digital technology into all areas of a business, which, done properly, can change how you operate and deliver customers value. It requires companies to get comfortable with experimentation and facing the requirement for failure, iteration and improvement.

However, it’s important to note that typically a digital transformation has an external focus, so in order to have a true, cyclical digital transformation, your company needs to embrace Enterprise Service Management (ESM).

Enterprise Service Management

Enterprise Service Management (ESM) is the process of digitizing and coordinating high-tech initiatives across an entire company in order to fuel innovation, agility, collaboration, and scalability. Oftentimes CEOs are so externally focused that they miss what is right in front of them – there are immense cost savings that come with focusing internally. In order to enable a digital transformation, ESM can do the following:

– Clarify services
– Identify improvement opportunities
– Improve control and governance
– Automate 

Internal Chatbots

How Can Internal Chatbots Be Used for ESM?

Internal chatbots will still have all the features of external ones (sharing resources, fact-finding flows, and dealing with FAQs). But internal chatbots will be exclusively by employees. There are a variety of ways that internal chatbots can be put to work for ESM efforts in organizations:

Complete Daily Tasks: Chatbots help complete menial tasks by dealing with simple yet important problems. Some of these tasks may include dealing with timesheets, booking meetings, and requesting time off. And of course, those tasks pile up quickly when the employees responsible are on holiday or call in sick. Internal chatbots can help employees to significantly decrease the amount of time spent on these simple tasks by doing the work for them. The result is that the organization gains efficiency through automating these processes, and when done thoughtfully, the process is streamlined and consistent across the organization.

Handle Sensitive Issues: Whether you are dealing with tax information, employee/HR issues, or innovative product development, you want to protect data and privacy. Chatbots can include Secure Socket Layer (SSL) encryption, two-factor or multi-factor authentication (MFA), and cookies that can ensure that no one can view, alter or steal communications

Empowering Physical Robots: It’s happening – and not just in the movies. Internal chatbots make way for the potential to use physical robots in your workflow. So whether it’s seating a meeting guest or giving a plant tour, robots can change the way we work. (And as a bonus, using robots in your workplace has the ability to reduce 35% of work days lost to injury!)

5 Benefits to AI-Powered Internal Chatbots

Powering up your internal communication using artificial intelligence brings the following benefits: 

1. Chatbots are an Easy Touchpoint: We have all written that email and waited what seems like hours for a response. An internal chatbot does away with that type of time wasting. As soon as an employee asks the question, they have access to the answer when a chatbot is put in place. 

2. Employees are Already using Chat Apps: Your employees are chatting all day because it is quick, easy and it produces results. In fact, by April 2020, 2 billion (with a b!) people were using the WhatsApp messenger service on a monthly basis. Incorporating this type of technology into a standard workflow won’t be a huge adjustment for anyone, meaning maximum adoption rates and ROI.

3. Chatbots fit into Everyone’s Schedule: Now more than ever your employees are working when it’s convenient for them. So whether it’s an employee working after her kids go to bed, or an early riser getting a head start, no one will have to do without the information they need. Chatbots don’t require the sleep that humans do, making themselves valuable 24 hours a day.

4. Chatbots Provide an Online Paper Trail:  Some days it feels like there is a never-ending amount of paperwork to deal with. Whether it’s insurance forms, expense claims, or notes from your latest pitch. Internal chatbots can provide these forms, track compliance with certain processes, and make it easier to complete them, without errors.

5. New Team Members Will Be Supported: Remember when you were the new employee that felt completely out of the loop? With internal chatbots, everything new team members need to know is within their reach. This will be beneficial to you as well because the sooner everyone understands your business’s goals, the quicker you can get to smashing them!

Internal Chatbots

Chatbots Are the Way of the Future – Don’t Get Left Behind

There are a variety of ways you can use chatbots (internally and externally). Be the forward-thinking change agent in your organization and cast a vision for digital transformation today. The potential use cases are truly endless, from HR enablement to IT process automation and more.  


Are you wondering how you can incorporate an internal chatbot into your company to help with streamlining your processes? Get in touch with one of our team members today or check out more articles on our blog to learn more.