Best Practices, RPA
5 Most Used Bots in Various Industries Today
Algorithms, automation, and artificial intelligence are poised to challenge the online business landscape.
Knowing what to automate and manage is key towards a new era of productivity.
That’s where bots come in, with their strategic and financial benefits. Be it chatbots or Robotic Process Automation, it’s time businesses discover the tools that utilize their full potential.
Hold up! What Are Bots, Anyway?
Think of bots as more complicated macros in Excel. They aim to automate tasks that are often compliance-needy, error-prone, or repetitive. Humans might not enjoy these tasks day to day, they occur in high volume or maybe it’s just faster, more efficient and better timed when handled by a computer.
Regardless of reasoning, bots save time for the company, support compliance, help avoid unnecessary errors, and more. No wonder they’ve become popular and produce fascinating results.
Here are the top 5 most used bots in manufacturing, telecommunications, energy, banking, and other various industries:
5 Most Used Bots in 2019
With 80% of chat sessions resolved without human intervention, it’s no wonder that the now prevalent form of live chat communication can be found all over the web—well, typically at the bottom right corner.
The chatbots’ aim is to understand and converse with humans, even performing tasks when required.
They can be quite handy too, handling a wide-range of menial tasks, which may include a friendly welcome message, sourcing additional information during off-hours, and populating calendars with appointments.
As a result, businesses have elevated customer satisfaction with a global benchmark of 82.26%, meaning website visitors looking to communicate are heard, helped, and taken care of.
It’s not just 2019 either, Business Insider experts predict that by 2020, 80% of enterprise will be using chatbots. Research author Lauren Foye also says that by 2022, banks will automate 90% of their customer interaction.
Where do you stand?
2. Web Crawlers
They’ve been around for ages. Predominantly assisting Search with content indexing, web crawlers are simple bots sent out to gather information from websites.
So what do they mean for enterprise?
- In terms of content aggregation, you can use bots to compile information on niche subjects from various sources into a single platform.
Due to the explosive nature of information on the internet, content curation can save people time from browsing the internet. You can then extract from your success via ads, promotional content, affiliate programs, membership subscriptions, email lists, and more.
- As the name indicates, sentiment analysis (also known as opinion mining) is the process of analyzing public opinion towards one product and service. It requires a monotonic set of data to evaluate accurately, thus you can send web crawlers to extract tweets, reviews, comments, and even images about your brand for analysis.
- Last but not least is lead generation, where crawlers can help you plan a marketing campaign by compiling a list of suitable buyers in a specific industry. Coined as web scraping, you can gather emails, phone numbers, and public profiles from a competitors’ website, public forums or attendee lists at trade fairs.
3. Robotic Process Automation
Imagine having over 500,000 customers. From finance to operations, your employees need to address thousands of tasks month to month. How do you handle it without having to hire a horde?
That’s where Robotic Process Automation (RPA) comes in.
Companies can employ bots to perform repetitive tasks, mimicking human-computer interactions, often switching among multiple applications and flagging exceptions that genuinely require human decisions.
By automating simple tasks such as copy/pasting data, running search queries, or gathering needed results, the outcome is essentially to unlock human time. The discovery of automation-ready tasks is part of Process Mining, where technologies filter through company-wide event logs to recognize the efficiency and inefficiency of human-performed processes.
It’s the added value of visibility that illuminates vulnerabilities of gaps that can be attended to or replaced completely.
4. Transactional Bots
Acting as agents to interact with external systems to carry out specific tasks, transactional bots are taking the fast-growth sales practices by storm. There are two ways to look at it:
- Employees with a bot-infused collaborative workplace enjoy a streamlined workflow, unlocking multitasking, communication, and file-sharing that’s easier than ever. In addition, transactional bots help sell the way customers want to buy, promising to turn the traditional consumer experience into a gratifying, conversational, and personalized interaction.
Examples: opportunity management, task distribution, updates to contact details, quote management, and notifications on account renewals: anything and everything to make sales more productive, both front end and back end with capabilities for operations.
- On the other hand, clients and customers expect their transactions fast, easy, and self-serviceable. Not only can bots satisfy these needs, but they do so in a way that cultivates transparency, loyalty, and drives sales without resorting to traditional tactics.
Examples: round-the-clock onboarding, search for products, personalized recommendations, assisted checkout, tracking order status and shipping, view order history, and attending to frequently asked questions.
5. Informational Bots
As the number of available channels to communicate to customers continues to grow—social media, messenger, apps—so does the interest for brands to broadcast their marketing influence in these new channels.
By utilizing info bots, brands push personalized messages in form of notifications, or proactive messaging, with a reach far higher than an all-company tweet, SMS or email. In fact, many industries are experiencing an engagement rate of up to 40%. When compared to email engagement, it’s a 1432.57% improvement.
YES, 1-4-3-2 point 5-7 %!
In some use cases, brands introduce region monitoring. Triggering well within 200 meters from a physical location as defined by registered apps, bots send push notifications straight to the end-user’s phone when proximity is close.
I for One, Welcome Our New Robotic Overlords
As Craig LeClair, Vice President and Principal Analyst at Forrester Inc., puts it, “I believe eventually every employee will have a robot,” making wide-spread adoption as common as the branded email is today. Though bots will always require consistent tweaking, software updates, and protection from malicious attacks, meaning humans will likely stick around.
The message is quite simple: when you automate tasks you’re not alleviating work for the masses, you’re actually transitioning them to more creative work that needs their attention.
Now all that’s left is to obtain a better understanding of your tasks, choose the mundane, and automate. Wondering which tasks are ready for automation?
Then we’ll give you a helping hand at becoming the process hero in your company. Godspeed.
Photo by Lukas from Pexels
24. 10. 2019