Master of Code Global

Enterprise Chatbots: Bridge the Gap between Your Business and Customers

Anna Vyshnevska

What unites industry giants like Walmart, CVS Health, Bank of America, and Johnson & Johnson from the list of the 100 largest companies by revenue in 2024? It’s their strategic deployment of enterprise chatbots, specifically, their embrace of Agentic AI. This next generation of artificial intelligence is transforming how companies interact with clients, with 24% of firms already adopting these advanced tools. The forward-thinking companies have recognized the benefits of chatbots for business to deliver a more human-like, conversational experience. Agentic assistants can understand complex requests, proactively offer solutions, and even anticipate user needs, going far beyond the capabilities of basic bots.

What’s driving this widespread adoption? The answer lies in the automation, cost-effectiveness, and smooth flow that AI brings to the table. Enterprise chatbots simplify time-consuming tasks across various domains, like client support, sales, and marketing, while optimizing internal processes. Moreover, they eliminate the need for additional staff or resources.

Notably, these conversational remedies reduce client costs by up to 30% and resolve 80% of FAQs. Organizations adopting bots have witnessed other significant benefits, including improved service capabilities (69%), streamlined internal workflows (54%), raised consumer satisfaction (48%), and boosted use of data and analytics (41%).

In essence, industry leaders are implementing enterprise chatbots to stay ahead of the competition. The question is: Is your organization ready to follow their lead? Have you adopted digital assistants to redefine impressions and drive operational excellence? Let’s explore their value for your clients and employees in this article.

Enterprise Chatbots Stats

What is an Enterprise Chatbot?

These assistants go beyond the capabilities of basic bots. Solutions for big companies are usually advanced automated systems engineered to replicate human conversations. These tools are powered by machine learning (ML) and natural language processing (NLP). They comprehend everyone’s intent and handle multifaceted tasks. In fact, Gartner predicts that by 2027, bots will become the primary customer service channel for roughly 25% of organizations.

In a corporate context, a chatbot for enterprises improves efficiency, serving employees and consumers alike. It swiftly provides information, automates repetitive tasks, and guides managers through different processes. As a result, bots significantly reduce agent workload while fostering collaborative teamwork. Moreover, they play a critical role in people support. These digital assistants handle inquiries, offer instructions, and initiate ticketing processes.

The power of enterprise chatbot features for business communication lies in their essential capabilities that enable them to:

How do They Work?

Bots are designed for a specific purpose: to answer questions, respond to comments, and handle queries within chat interfaces or through voice interactions. They employ artificial intelligence (AI), automated algorithms, natural language processing (NLP), and machine learning (ML) techniques.

Automated algorithms involve providing the chatbot with business documents and guiding it through self-training. Using these documents, the engine generates a list of questions and responses. Accordingly, the bot gains the ability to respond with confidence.

Natural language processing is a blend of linguistics, computer science, and artificial intelligence. NLP assists in translating human language into patterns and text that can be interpreted in real-time to generate suitable responses.

Machine learning, it’s a form of artificial intelligence (AI) and computer science. It centers on employing data and algorithms to mimic the human learning process, gradually improving its precision.

Benefits of a Chatbot for Enterprises

For Your Business

For Your Customers

Boosting User Engagement and Fostering Brand Loyalty

Conversational enterprise chatbots are key to driving client interactions and building lasting allegiance. They excel in customizing user experiences by understanding individual preferences and delivering tailored remedies, fostering strong brand relationships. Always-available, bots provide instant responses, regardless of time zone, demonstrating reliability and dedication to satisfaction. Furthermore, they offer consistent support across all platforms, improving brand coherence and professionalism. Finally, with multilingual capabilities, virtual assistants break down language barriers, showcasing a global outlook and inclusivity.

Reducing Costs and Increasing Revenue

Digital tools allow businesses to allocate resources more efficiently. For example, enterprise chatbots significantly reduce operating and customer service costs by automating repetitive tasks. Simultaneously, they can identify potential leads, guide purchasing decisions, and drive revenue growth.

Gaining User Insights and Enhancing Customer Care

Enterprise chatbots supply valuable data and facilitate continuous self-improvement. They collect data needed to analyze client preferences and behaviors. Such insights help to modify care strategies for a boost in service quality. The bots’ ability to learn and adapt guarantees that they evolve to meet changing consumer needs, delivering sustained enjoyment.

For Your Employees

Raising Employee Engagement

It’s already well-known that bots facilitate seamless communication within organizations. They foster active communication and engagement among employees. By providing instant access to essential information, updates, and resources, the chatbot for enterprises empowers employees to stay informed and engaged with the company’s mission and objectives. This fosters teamwork, unity, and dedication, nurturing a dynamic and motivated workplace culture.

Elevating Worker Satisfaction & Productivity

Enterprise chatbot solutions play an essential role in cultivating employee fulfillment and raising workplace effectiveness. By automating repetitive tasks, these intelligent systems save valuable time. Thus, bots enable workers to focus on creative, critical, and strategic tasks. Specialists can achieve their goals more efficiently, leading to a sense of accomplishment and job contentment. Improved experience contributes to a positive atmosphere with a motivated and productive workforce.

Stress Reduction and Enhanced Retention

The demanding nature of modern workplaces can lead to burnout among employees. Advanced chatbots reduce this pressure by handling mundane tasks. Such support not only promotes a healthier work-life balance but also prevents exhaustion. Moreover, by prioritizing well-being and job satisfaction, AI-powered bots contribute significantly to talent retention.

Types of Enterprise Chatbots

Not all bots are created equal, especially when it comes to meeting the diverse needs of businesses. In the realm of numerous chatbot types, selecting the right one for big firm applications is paramount.

Enterprise-grade solutions come in three main types, each with unique capabilities:

Depending on the mode of communication, organizations can further customize their software:

Chatbot for Enterprises: General Use Cases

Customer Service

Conversational AI chatbots excel in addressing various tasks promptly and efficiently. From updating account information and resolving common FAQs to troubleshooting problems and presenting access to essential documents, these intelligent assistants streamline a wide range of client service tasks. Round-the-clock availability of the enterprise chatbots eliminates wait times, making bots an invaluable asset for businesses. To sum up, they streamline a wide range of functions, including:

Example: Empowering over 30 million subscribers, Customer Self-Service Chatbot for Satellite Radio Provider developed by Master of Code Global offers swift solutions for subscription management, billing inquiries, and account updates. Users can easily renew subscriptions, troubleshoot signal problems, access billing history, and explore re-subscription offers. This enterprise chatbot refines customer experience, reducing reliance on live agent help.

Performance results:

Internal Virtual Assistants

An internal chatbot is a specialized software designed to give a hand to employees within an organization. It serves as a virtual assistant, delivering instant responses to queries, offering guidance on company policies, and aiding in various tasks. The bots integrate seamlessly into existing communication platforms. Incorporation of an enterprise chatbot for business automation leads to better employee support and organizational efficiency. By automating routine tasks, it saves time, boosts productivity, and optimizes internal communication. This way you can create a more efficient workplace environment. That’s the reason why so many companies adopt internal software to optimize operations and foster seamless collaboration among employees.

Internal chatbots for business can be used for:

Example: McDonald’s Recruiting Bot simplifies the application process through a convenient “text to apply” functionality. It engages with candidates, answering queries, screening for prerequisites, and scheduling interviews. Their enterprise chatbot is integrated across various channels, including the career website and digital menu boards. It enables candidates to initiate applications through text conversations. Such an approach aligns with McDonald’s commitment to consistency and speed.

Performance results:

Sales and Lead Generation

Enterprise chatbot solutions help optimize pipeline management processes with unmatched capabilities. They influence the sales funnel and drive revenue growth by:

Example: Luxury Escapes, a leading premium travel provider, improved the experiences they offer by implementing a Travel Messenger Chatbot customly developed by Master of Code Global. This bot optimized the booking process, enabling people to search and choose trips according to their preferences. By offering unique deals and interactive features, the tool significantly boosted engagement. It allowed the brand to drive higher sales and generate quality leads.

Performance results:

Sector-Specific Digital Solutions

While enterprise chatbots offer numerous benefits across various sectors, their applications can be further tailored to meet the unique needs of certain industries. Here are a few examples:

How are Enterprises Using Chatbots?

In today’s business landscape, bots are increasingly essential for enterprises, allowing them to enhance their customer support capabilities and streamline lead generation through automation. Here are some solid examples of how companies in diverse industries can utilize chatbots for business.

eCommerce Stores and Sales Chatbots

One of the reasons why customers abandon their shopping carts is because the checkout process is too complicated. When you have a chatbot guiding the customer, this will help simplify the purchasing journey because you’re not leaving the customers on their own. The chatbot for eCommerce will also be able to instantly answer questions a customer might have about your product which will encourage the customer to hit that purchase button ASAP.

Food Businesses and Ordering Chatbot

You don’t have to be a Pizza Hut or Starbucks to have a chatbot. Even if you have a home-based cupcake business or a small sandwich shop, you can streamline orders and deliveries by using a chatbot. A chatbot allows your business to entertain multiple customers and it also frees up your phone line so you can concentrate on fulfilling orders. More customers served means more revenue.

Event Companies and Booking Chatbots

There are different ways event companies can take advantage of chatbots such as ticketing, confirming event attendees, reminding guests of schedules, and also conducting post-event surveys. An organizer for a business conference can use chatbots as a method of delivering relevant information about the event. Chatbots are also useful for huge events like trade shows and concerts to manage hundreds or even thousands of participants more efficiently.

Check out Case Study with the first-ever bilingual conversational AI game as a Messenger Chatbot with 83% sign-up conversation rate.

Research Organizations

The typical way to conduct a survey is to ask respondents to fill out digital forms where you leave them to answer on their own. Switching to a chatbot, however, makes the experience more interactive and you lessen the chance the respondent not completing the survey. This is because a chatbot provides a conversational feel that is more engaging.

Learning Institutions and Chatbot for Education

With online learning becoming more popular, schools, universities, and other educational institutions need to be able to address the needs of students while still keeping them engaged in learning. Education chatbots can help make online learning more interactive. It can be used to conduct quizzes, learning exercises, and deliver other instructional modules. Instead of students only learning from videos or answering online test questionnaires, a chatbot conducting a quiz makes the learning experience much more interesting and engaging.

Healthcare Companies

Healthcare chatbots can be used to conduct online consultations, address minor health-related questions, provide information about drugs and medications, and track their own health symptoms. Clinics can also use chatbots in scheduling appointments, giving outpatient reminders, and alerting patients about prescription refills. Check out the full potential and possible impact of
Generative AI Use Cases within Healthcare industry.

Banks and Financial Institutions

Banking transactions follow a stringent process that a human agent can find repetitive. For example, when customers want to check their account balance, calling an agent to do this means the agent has to perform several qualifying questions to confirm the identity of the customer. While this can be done through telephone voice prompts, many customers usually find these pre-recorded prompts tedious and time-consuming.

With a call center automation via chatbot, however, you can get immediate information by sending instant messages. The Wells Fargo chatbot is a great example of how this is done. Just by asking a question through an instant message, the Wells Fargo Banking chatbot can tell you how much is left in your account and even give you a summary of your expenses for a certain expense category.

Check out : Banking virtual assistant evaluation results report.

Recruitment Teams

Sorting through job applications can be tedious and very time-consuming. If you are a big company, a job post will surely get thousands of applications but at the same time, it is not unusual for small companies to get hundreds of applicants as well.

Instead of using a human resource to review all the CVs one by one, recruitment companies and HR departments can use chatbots to prequalify applicants. The chatbot can help companies in screening applicants, scheduling interviews, onboarding new employees, training, and delivering information on company policies.

Also read: Business Process Automation (BPA) for HR Process Automation

How to Build an Enterprise Chatbot Strategy?

Before diving into development, consider a crucial first step: virtual assistant consulting. According to Deloitte’s survey, 81% of contact center executives are investing in AI for agent-enabling technologies to improve the journey and operational efficiency. While the prospect of developing an enterprise chatbot may seem daunting, the right guidance can make the process seamless and rewarding.

A comprehensive audit, conducted by Master of Code Global, can unlock invaluable insights into your current bot performance and identify opportunities for optimization. For example, we recently helped GO Malta perfect their bot’s productivity and consumer experience through an in-depth audit and technical consultation. This involved evaluating every aspect of their enterprise AI chatbot, from its understanding and response capabilities to its integration potential. We equipped the company with a clear roadmap to improve conversational quality, resilience, and brand alignment, ultimately leading to a more efficient, scalable, and user-friendly solution.

Another success story is about empowering a finance company to successfully enter the Conversational AI space by conducting customized workshops to train their business units on designing, building, and launching such solutions. This way, we equipped the stakeholders with the necessary skills to launch two tools, covering crucial aspects like data analysis, journey mapping, and NLP matrix development.

These examples demonstrate the value of expert guidance in maximizing your enterprise chatbot investment. A comprehensive audit can help you:

By starting with a consultation and audit, you can lay a strong foundation for success and be certain your strategy delivers exceptional results.

What Factors to Consider When Choosing Chatbot Development Services?

Chatbots are gaining significant popularity among business owners. However, before you make the decision to implement a virtual assistant, it’s essential to ask yourself a few questions:

Select the Solution that Solves the Specific Problem

When deciding on a chatbot, focus on selecting a solution for a specific business challenge. Opt for a customized chatbot for business to address your precise issue. This ensures technology aligns with your business goals.

BloomsyBox wanted to create a Mother’s Day campaign focused on building stronger relationships with clients by providing a personalized experience. In collaboration with Infobip, Master of Code Global designed the first Generative AI chatbot that makes personalized greeting cards. The outcome was as follows:

Select a Comfortable Chatbot Development Provider

When considering a chatbot for business, think about essential evaluation points: pricing, functionality, and user experience. Also, evaluate integration capabilities and support level of different chatbot solutions. Ensure the bot development provider aligns with your business needs and values. This leads to a successful and reliable partnership.

Select the Type of Chatbot According to your Needs

To choose a suitable chatbot, identify your goals and requirements. There are different categories to consider, including rule-based bots, AI chatbots, and generative AI chatbots. Each type has distinct purposes and varying capabilities.

During the COVID-19 pandemic, the Telecom brand recognized the need for an automated service solution for its clients. Master of Code’s bot tuners employed robust Natural Language Understanding training using actual customer phrases. As a result, over 1.1 millio

Enterprise AI Chatbot Solutions with Master of Code Global

Partnering with Master of Code Global for your bot needs opens the door to a world of possibilities. With our two decades of expertise and a proven track record of successful projects, we deliver customized enterprise AI chatbot solutions designed according to the chosen use case. Our team excels in crafting tools that seamlessly integrate with your brand communication channels, upholding authentic and engaging conversations.

From strategic planning to implementation and continuous optimization, we offer end-to-end assistance to boost your enterprise chatbot’s performance. With our masters by your side, you can witness the power of intelligent customized bots and see the outcomes, including but not limited to empowering your call center assistants. Moreover, our expertise in GenAI integration enables more natural and engaging conversations. This will allow you to foster deeper connections with your audience. Partner with us and enrich your organization with advanced bot approaches.

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