Chatbots

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Enterprise Chatbots: Improve CX at the Enterprise Level

Jenna Alburger

January 13, 2022

UX features of enterprise chatbots

Chatbots are helping companies meet rising customer expectations. They help companies deliver convenience, better response times, and seamless experiences. 

While adopting a chatbot might seem like a no-brainer, it’s often more complex at the enterprise level. Larger businesses need enterprise chatbots that will work with existing software, infrastructure, and workflows. 

What are enterprise chatbots? 

Enterprise chatbots are conversational solutions built for larger organizations. They are designed to work with enterprise resource software, integrate with complex workflows, and overcome challenges businesses face at the enterprise level. 

Chatbots currently represent the top use of AI in enterprises, and their adoption rates are expected to almost double over the next two to five years.

Like any other chatbot, an enterprise chatbot helps businesses connect with customers at scale. As conversational commerce continues to grow in importance, chatbots are moving from a “nice to have” to a critical part of any enterprise tech stack. 

In this article, we'll review things to look for in an enterprise chatbot. We'll also explain why our product, Hubtype, is uniquely suited to meet each of these needs at the enterprise level. 

5 Things to look for in an enterprise chatbot

1. Integration with enterprise software

What makes today's chatbots different from the chatbots of the past is their ability to intelligently handle requests and personalize experiences. We've evolved past the days where chatbots were a novelty for only the most basic of interactions. 

Today, well-built enterprise chatbots can take a person's history with your company into consideration; things like previous purchases, their location, and past interactions all make the experience more relevant. It's not just about automating workflows to save time and money, but doing it in a way that actually makes experiences better. 

However, at the enterprise level, this can be a challenge. The customer information that powers contextual, relevant experiences typically lives in many different silos. It's hard to get a clear picture of the customer because data is not easily passed across departments. 

tracking an order with an enterprise chatbot

How Hubtype helps: 

With Hubtype, our enterprise chatbots can integrate with legacy systems and infrastructures. Through application programming interfaces (APIs) we can connect to all of the different locations where important customer information lives. 

You can modernize your tech stack or legacy system without having to reinvent the wheel. In other words, you can leverage data and functions from your existing software, making it available as services via an API.

2. Consistency across multiple channels, geographies, and languages

By now, you know how important it is to have an omnichannel strategy. Omnichannel experiences are proven to increase key metrics like customer satisfaction, loyalty, and customer lifetime value. 

But again, this is easier said than done for enterprise companies. With many different channels, markets, and even languages, ensuring consistent experiences is no easy feat. Many chatbot platforms require you to build separate conversational flows for each channel and language. As a result, the scope of enterprise chatbot projects can quickly spiral out of control. 

How Hubtype helps: 

With Hubtype, you're able to build one instance and use it across all of your customer service channels. That means you only have to build a conversational flow once, instead of once per channel. This saves upfront, but also on the backend when changes are inevitably necessary. 

Our platform also works for a global audience. You train your chatbot in one language, and it can understand one hundred different languages. Normal AI needs to be trained for every single language it uses.

As a result, you'll gain the ability to test and adapt across channels and markets. That's a level of agility that other chatbots just can't match. 

3. A highly visual/graphic user interface 

At the enterprise level, experiences that are limited to basic text messages won't cut it. For a seamless customer journey, your chatbot needs to perform more complex tasks. 

Your enterprise chatbot should incorporate the best out of text interfaces (simplicity, natural language interaction) and graphical interfaces (multimedia, visual context, rich interaction). This is a powerful combination that provides a better user experience than traditional chatbots, which rely only on text and NLP.

the visual interface of enterprise chatbots

How Hubtype helps: 

With Hubtype, you can incorporate rich elements into the conversational flow. Webviews, for example, are great for when you need complex components or when data privacy and security are important. For instance:

  • Login flows
  • Checkout processes
  • Browsing a catalog
  • Selecting seats on a flight

These features are part of what separates a basic chatbot from an enterprise-grade solution. 

4. Flexibility/ability to meet shifting demands over time

Enterprises need technology that is flexible and adaptable. As the demands of customers change and the needs of your different business units evolve, you will need an enterprise chatbot that can evolve with it. 

How Hubtype helps: 

Hubtype's solutions are built to withstand the test of time. Our platform is adaptive to technological change, and can easily adjust as your tech stack changes. When you work with Hubtype, you get more than just a product, you get a partner that will help you manage your entire conversational strategy. 

5. Enterprise-grade security

Last but not least: security. It's no joke at the enterprise level. One small privacy or security issue can have major ramifications. As such, enterprises need an enterprise chatbot that can meet and exceed regulatory requirements. 

credit card processing with a chatbot

How Hubtype helps: 

At Hubtype, we're dedicated to information security, rigorous testing, and strict adherence to global privacy standards. By partnering with Hubtype, a GDPR-compliant service provider, our clients save time, limit their exposure to data breaches, and avoid regulatory penalties.

All of Hubtype's products are designed to meet European, Canadian, and US privacy laws. No matter where you are, you can be sure that our products and services comply with any privacy framework, including the GDPR.

Getting started with an enterprise chatbot

Chatbots are here to stay. Consumer retail spend through chatbots will reach $142 billion by 2024; rising from $2.8 billion in 2019. This represents average annual growth of 400% over the next four years (Juniper Research). 

If you need a chatbot for enterprise, get in touch with the experts at Hubtype. We’ll answer any questions you have. You can also book a demo to see our solutions in action.

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