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Chatbots are computer programs that react to user input based on artificial intelligence, natural language processing, and a human–computer interface.
Chatbots can be used in a company for internal and external purposes. Internal bots can be accessed by employees, for instance to seek assistance with unfamiliar tasks or to obtain information. External chatbots talk to customers, partners or other stakeholders, and can for example support customer service.
Currently, chatbots in corporate communications are mainly used internally. Many companies first want to gain experience with an audience that isn’t as critical as external stakeholders. Other companies are testing the technology in small internal communication projects.
“There is a degree of caution in the market. People want to trial bots internally first. If an internal chatbot starts giving wrong answers, the employee won’t desert you for a competitor. The worst thing that can happen is that they’ll submit negative feedback. But if customers encounter a faulty chatbot, that might scare them off.”
Kai Broeck, Manager AI enabled Automation at Capgemini
Chatbots can help companies to save costs, improve the availability of their services, and reduce the workload of employees. This allows staff to devote more time to complex problems and to “quality” communication with customers, stakeholders and other employees.
The are especially three specific areas in which chatbots have proven to be useful:
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Bot or not? The facts about platform manipulation on Twitter. blog.twitter.com/en_us/topics/company/2020/bot-or-not.html.