Today’s workforce is highly mobile, technology savvy and resourceful. It is more critical than ever to provide employees with real-time assistance and support that offers a positive employee experience.
To maintain productivity, employees need the ability to do things such as initiate IT tickets or register for HR benefits at their convenience. They also want to stay up-to-date on company news and events. Supporting these needs with human interaction adds cost and can create unnecessary delays. Besides, most employees today prefer to conduct these actions using the application platform of their choice.
That is where the Microsoft Bot Framework can help. The Bot Framework provides a comprehensive skeleton that enables you to build enterprise-grade conversational AI experiences. Put simply, the Azure Bot Framework and Bot Service provides an integrated environment that seamlessly connects your existing knowledge bases and back-end platforms to your end users. End users interact within the apps of their choosing. Integration with your back-end systems enables you to make the most of your existing investments.
Here are three self-service bot use cases
These scenarios underscore how different areas of an organization could leverage the Azure Bot Framework to provide improved end-user (employees in this example) experiences:
- IT could drive organization-wide adoption of a new tool. Let’s say it’s time for a roll-out of Microsoft Teams. By enabling self-service IT requests directly into ServiceNow using the Azure Bot Framework, employees can initiate their own Teams installation requests. This streamlines the process and helps IT scale their Teams roll out. It also provides a quicker and smoother resolution for employees.
- HR could leverage Slack as a tool for providing employees with answers to common benefits questions during open enrollment. With the ability to retrieve employee-specific details and documentation from a range of back-end systems, HR would reduce the time spent fielding repetitive employee questions. This would better enable them to address less common situations directly.
- Sales could deliver real-time customer history to sellers from Salesforce or Dynamics CRM and notify them of customer-specific opportunities or recent news via Twilio messaging.
Providing employees with these and other self-service options enables quicker resolutions and answers to common questions. Or, in the case of the sales scenario, an improved business process to will drive higher ROI. To learn more about building Azure Self-Service Bot, check out this quick demo.