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Bots are rapidly entering the market and capturing industry hype, but how much do chatbots matter in the enterprise? Application leaders need to include bots in their mobile app strategies to get ahead of this trend, or it will disrupt patterns of employee interaction with no enterprise involvement.

Chatbots are entering the market rapidly and have broad appeal for users due to efficiency and ease of interaction.

The availability of multiple, open-source bot frameworks will lead to a proliferation of readily available chatbots that can be used in business.

Chatbots and event-driven programming models allow enterprise development teams to permanently change for the better the way that employees interact with enterprise systems.

If I want to know how many Priority A customer service requests my company is processing right now, I could just type to my chatbot (or ask it via voice recognition) this question: “How many Priority A requests are open right now?”

The chatbot would find the answer for me, tapping into our customer service database and getting the needed data. It might respond: “There are six open Priority A tickets right now.”

Implications of Chatbots for Enterprises and Enterprise Solutions Providers

Things being what they are, the undeniable question for undertakings is: “How will we take advantage of chatbot technology?” and, thusly, the conspicuous question for big business review arrangements suppliers like my Infinite Convergence is ” How can we best help enterprise organizations to tap into the power of chatbots?”

Chatbots Meet Enterprise Messaging

In the enterprise, chatbots can be used as a lighter model to access data or perform actions in line of business systems. To streamline those operations, enterprise chatbot platforms should provide a simple way for chatbot developers to integrate with existing business systems and translate the data into voice or simple text interfaces. In the same way, modern lines of business systems expose capabilities via APIs; they will start exposing specific chatbots that integrate with different messaging or voice platforms.

The chatbot market is just starting to develop and, consequently, we are seeing the emergence of startups in the space, as well as the initial offerings by incumbents in the space. While it is still early, the race for the dominant enterprise chatbot platform promises to be incredibly exciting. Initially, three main groups are uniquely positioned to provide strong enterprise chatbot solutions:

  • Messaging Platform Vendors: Slack, Facebook, Skype, HipChat, etc. are all platforms that actively support the implementation of chatbots and enjoy extremely vibrant developer communities. As a result, enterprise messaging vendors are in a unique position to produce relevant chatbot platforms in the enterprise.
  •  Voice Platform Vendors: Platforms such as Amazon Echo, Cortana, Siri or Google Now are some of the main catalysts for the emergence of chatbots. Consequently, we should expect those companies to produce very sophisticated chatbot platforms that can become relevant in the enterprise.
  • Chatbot Platform Startups: As with any other hot technology movement, we are already seeing plenty of startups trying to become the platform of choice for chatbot developers. These startups are actively pushing the boundaries of innovation in the chatbot space, and some of them should expect to venture into the enterprise.

Final Thoughts

These are just some of the main categories we should expect to drive the adoption of chatbot platforms in the enterprise. While still early, we can clearly see that chatbots are going to become one of the most relevant enterprise software trends of the next decade.


Posted by Maya S.