You can be in your small one-bedroom apartment and host a dinner party in the Maldives, you can sell products from your garage but have customers buy from a lavish top-tier storefront on the East Coast, and you can host hundreds of thousands of people from all over the world at a conference from a small office cubicle.
Such is the meaning of “Phygital,” the fusion of the physical and digital world to offer an enhanced experience, and it’s the engine that will drive businesses to the metaverse.
Benefits of a Phygital Experience
Personalized experiences — your customers’ and guests’ experiences can be customized to their personality, industry, preferences, and even previous online habits. Unlike entering a physical space, where it’s a “one size fits all” experience, a Phygital approach brings your product, service, or event alive in new and exciting ways for each person.
Sustainability — Inventory management and waste management are major issues for traditional retail stores. Retailers can significantly reduce this problem. Also, for entertainment and business events, overhead costs would be far less, and there would be less depreciation on the environment.
Invest in Phygital, Invest in the Metaverse
The concept of this extended reality (XR) that is achieved through Phygital, calls for a greater leveraging of AR and VR expertise. This is due to the metaverse’s impending arrival, allowing Phygital to use hybrid virtual places to enhance and augment the physical experience.
The Bot Libre Metaverse Enterprise allows a diverse set of businesses in health, retail, finance, and gaming to engage with the metaverse. By joining the Beta Program, members can work with and alongside a team of AI and metaverse experts from Canada, Asia, and the Caribbean to develop their business solutions that are suitable for the metaverse.
If accepted to the program, individuals will benefit from the following assets in building their metaverse space.
3D/VR website
3D Android & iOS app
VR Quest app
Custom 3D avatar
Custom 3D space
PLUS integration with blockchain, cryptocurrencies, and NFTs
For persons interested in participating in this dynamic program, contact sales@botlibre.biz.
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Consumers are like delicate glass that is supposed to break when not handled carefully. There are countless products that a specific company provides, of which, the origins lay in the customer’s conduct, their reviews for your brand, the belief factor, and how your brand gratifies customers. To marinate this tremendously expectant market when the aim is to offer immediate support, exact solutions, and drive discussions then chatbots supercharged with artificial intelligence come in demand. In this blog, you will find out what a chatbot is, and the frameworks used to develop chatbots.
Chatbot — An Overview
A chatbot is a software application used by websites and applications, some of them are developed using angular coding standards. The application can involve in discussion with a human and comprehending their needs. And after getting the person’s point, chatbots help them to attain the desired results. Building great Customer Retention Management requires a lot of time and effort as well. However, the chatbot helps you to scale up your company cycle and also handles the CRM routine like a pro. This application understands human language and responds to clientele like a real individual is speaking to you.
Image Demonstrates Chatbots Market is Thriving in Every Niche
Chatbot statistic You Should Know
90% of industries report an improvement in the speed of customer grievance resolution.
80% of chatbot users have reported they have an optimistic experience with chatbots.
23% of consumer service organizations are using AI chatbots as a communication conduit.
69% of customers like the chatbot services as they get instant responses.
Giants like Starbucks, eBay, LinkedIn, British Airways, and others are enduring to use chatbots in 2023.
Chatbots help businesses condense call, email, and chat inquiries by 70%.
60% of millennial reports the usage of chatbot.
The chatbot market is expected to reach $454.8 million in revenue by the year 2027.
25% of tourism and hospitality companies globally use chatbots.
As of now, you are familiar with chatbots and their market, so, let’s explore the frameworks used to create chatbots.
7 Frameworks to Build Powerful Chatbots
Chatbot framework is where bots are built, and their conduct is defined. The bot development frameworks abstract away much of the manual effort that is intricate in emerging chatbots. However, the chatbot framework brags “Write once install anywhere”, and you are more probable to develop a distinct chatbot for your messaging platforms. Following are a few frameworks to build this powerful messaging application software.
Botpress
It is an open-source framework used to build chatbots. The framework is typically utilized by the government, insurance companies, and corporates that deliver monetary services. Bot press provides on-site chatbots that improve confidentiality unlike when using cloud-based chatbots.
Pros of Botpress
It is simply customizable.
The documentation delivered is easy to comprehend and use.
Cons of Botpress
It offers restricted features.
The framework usages high learning curves.
Pandora Bots
This chatbot-creating framework uses the AI Markup Language (AIML). You can build AI-compelled virtual mediators to support human-like text or voice conversations for customers. This framework supports multi-language, cross-channel, voice-enabled, lithe, and extensible RESTful APIs. The industries such as entertainment, e-learning, education, and virtual assistant are using the Pandora Bots framework.
Pros of Pandora Bots
Effortlessly add speech to text and vice versa.
Deploy to messaging or voice channels.
No podium locks in.
Cons of Pandora Bots
Less accurateness.
Need to learn AIML.
RASA
It is an open-source framework for developing contextual chatbots. As there are many frameworks obtainable but most of them offer elementary functionalities like replying to static FAQs or predefined questions. However, the RASA framework offers more than that. It builds a more sophisticated chatbot and offers the feeling of human collaboration.
RASA has two major elements RASA NLU and RASA Core. RASA NLU is accountable for understanding the natural language and RASA core plays a vital role in creating intellectual, conversational contextual chatbots.
Pros of RASA
RASA builds enormously customizable chatbots. The creator can employ several pipelines to process discussions with the customers.
The chatbots can run as simple HTTPS servers.
Cons of RASA
Chatbots built by the Framework are resource intensive on the server side.
It does not endow straight incorporation with messaging podiums straight out of the box.
Wit.ai
It is an open-source chatbot development framework introduced by Facebook. The framework is used to create applications and devices that customers can talk to. It facilitates users to use their voice to control appliances, lighting, smart speakers, and more. This chatbot-building framework uses the Wit.ai NLP engine to comprehend customer’s intent and provide valuable information
Pros of Wit.ai
Support more than 80 languages.
Easy to deploy.
Integrates with messengers, wearable devices, etc.
Cons of Wit.ai
Learning the NLP engine in Wit.ai is difficult.
Challenging to recover missing parameters.
IBM Watson
IBM Watson framework utilizes modern technologies such as machine learning and artificial intelligence. This chatbot developing framework uses Watson AI, Machine learning, and Natural Language Understanding to cram from earlier patron conversations.
The framework lets enterprises retain data that flows through it. This is a distinctive feature since other trademarked vendors of chatbot frameworks gather the information assembled by their chatbots.
The framework’s confidentiality offer isolates the information collected by their assistants in a secretive cloud. This is done to save proprietary perceptions acquired from consumer interaction.
Pros of IBM Watson
The framework security policies promote data privacy. Data privacy has become a huge concern in this era of technical advances, and IBM is leading the change.
It lets unified phone integration. When the chatbot gets a request that it cannot resolve, it joins the client to a telephony platform to get further help.
Cons of IBM Watson
The framework does not permit the end user to get chat history.
It is a complex framework.
Amazon Lex
This chatbot-building framework is offered by Amazon Web Services that uses Artificial Intelligence. The framework incorporates several technologies offered by Amazon to aid in its functionality. It uses Amazon Cognito for the consumer verification process. It then uses Automatic Speech Recognition to translate audio into text. This framework utilizes Amazon Polly Services for transforming text to human speech. The interconnection of numerous technologies improves the functionality of chatbots built using this framework.
Pros of Amazon Lex
The framework supports various podiums and disposition of them is through one click process.
It has automatic scaling competencies.
Cons of Amazon Lex
It is not multilingual as it supports English only.
The data planning process is very complex.
Dialogflow
The framework allows developers to build intelligent chatbots that comprehend various language dynamics as it is supported by Google’s Cloud Natural Language. It is used to develop conversational applications for consumers in different languages and on numerous platforms.
Pros of Dialogflow
It supports around 20 languages worldwide.
The framework offers Software Development Kits for 14 platforms.
Cons of Dialogflow
The framework does not provide live consumer support.
Wrapping up
Chatbots are an effective solution to improve consumer services. No matter how well the technology of a business is, if you do not provide good patron support, your company suffers. This is the reason entrepreneurs these days Hire AngularJS developersand are adopting chatbot services at a rapid pace. Hope the above-mentioned chatbot frameworks help you to pick a suitable one for your business.
AI-powered BambooHR automation with BambooHR Chatbot
How to Build BambooHR Chatbot Without coding
Business benefits of the BambooHR chatbot
Conclusion
In a matter of only a few months, the world as we know it has changed drastically, stumbling into survival mode as it struggles to adapt to new realities. This is equally true for the global workforce, as people are learning to deal with rapid shifts, health scares, financial strains, and domestic challenges that can be stressful and confusing. As a result, human resources (HR) has become one of the single most important functions for any organization in these unprecedented times.
While businesses continue to make hard decisions to stay afloat and minimize job losses, HR teams work in tandem with business heads to engage employees and keep up the morale, reconfigure workflows, redeploy talent, and upskill staff to help them stay relevant. The HR team is often tasked with providing much-needed emotional support to employees while ensuring the continued productivity of each individual.
What is the BambooHR Chatbot?
BambooHR Chatbot is an AI-powered no-code platform for building contextual chatbots with automated workflows for various business apps like Slack or Microsoft Teams. Using BambooHR Chatbot, companies benefit by automating repetitive issues, saving costs, reducing time to resolution, delivering faster support, and more.
How does the BambooHR Chatbot work?
BambooHR chatbots use Natural Language Processing to understand a user’s intention or utterances for initiating a conversation with it as well as to extract required data from a user’s query and pass it to the automation to resolve the user’s issue in real-time.
So, think of how intelligent chatbots work, but with the BambooHR chatbot, it can not only have those benefits but also extend the functionalities of the BambooHR tool using advanced integration and workflows.
If an HR AI chatbot tackles monotonous chores, HR managers would have more time to concentrate on keeping staff motivated and address greater issues such as employee happiness and lower employee attrition.
While the HR staff is dealing with situations needing their attention, the HR chatbot may help team members communicate. When an employee requests a paper, an HR chatbot may provide it in seconds.
On the other hand, a manager would have to search for the paper, which may take several hours. The additional time spent searching for that document may produce stress between the employee and the boss, therefore, the chatbot relieves the manager of that burden and enables proactive involvement.
HR Bamboo chatbot applications include:
HR chatbots are being used for recruiting operations.
Using HR chatbots to assist current workers
Using HR chatbots to automate basic HR tasks
What is the BambooHR chatbot used for?
If you are one of the HR professionals struggling with the balancing act, moving from spreadsheets and paper-based processes to automated workflows certainly makes sense.
Here are some reasons why streamlining the workflows with HR automation in the pandemic era would be a good decision for your business.
1. Save time and focus on critical issues
With HR automation, it becomes possible to streamline everyday tasks such as creating customized onboarding documents, gathering payroll information, and more. It cuts the excessive workload on the HR employees and reduces burnout on mundane administrative work. Rather, they can focus on strategic and critical aspects such as policies and procedures to be implemented on reopening.
2. Accelerate onboarding and offboarding processes
Modern employee onboarding software with enterprise-grade compliance simplifies and standardizes HR processes like onboarding and offboarding. Typically, it can handle the nitty-gritty of onboarding and streamline the offboarding process as well.
Best BambooHR Chatbot platform
Workativ Assistant is an AI-powered no-code platform for building contextual chatbots with automated workflows for business apps. Workativ Assistant’s chatbots can be easily added to your Slack/Microsoft workspace so that your employees can self-serve their IT issues on the go, anytime.
Integrating BambooHR with Workativ Assistant ensures your employees get the IT/HR support they’d love.
Smarter AI-powered BambooHR automation with BambooHR Chatbot
Here are some of the BambooHR tasks that Workativ can take care of for you.
1. Centralized Employee Database
By connecting BambooHR with Workativ, keep all your employee-related information in an interactive database that can integrate into other programs. It updates across the board when data is changed so that everything is up-to-date all the time. You never have to worry about conflicting versions. All the work is done for you.
2. BambooHR Employee Self-Service
These days, employees expect on-demand access to the systems they use. Give them the freedom to access their PTO, employment information, tax details, and so forth via Workativ’s BambooHR self-service chatbot. With Workativ’s BambooHR chatbot, employees can access their profiles from anywhere with an Internet connection. They should be able to request time off, review benefits, and more. Invest in a platform like Workativ that enables employees to request time off on the go via chatbot.
How to Build a BambooHR chatbot
Step 1. Creating a bot workspace
When you sign up for Workativ Assistant, you’ll be required to name your workspace. You can provide the name of your organization as a workspace name.
Step 2. Download your bot
Download a prebuilt BambooHR bot from the bot Marketplace
So that’s all there is to the initial setup of your workspace. Next, let’s download BambooHR workflows
Step 3. Setting up a BambooHR app workflow
Let’s download the BambooHR app workflow from the marketplace.
Click on Download from Marketplace
Select the BambooHR application
Select the app workflow
Connect with your BambooHR account
Test the app workflow
Step 4: Now add workflow to the BambooHR chatbot
Add app workflow to the dialog conversation
Select the workflow
Provide the inputs & save it
Test your BambooHR chatbot
Step 5: Deploy the BambooHR chatbot in your favorite chat channel
Steps to build Bamboo HR Chatbot
Business benefits of BambooHR chatbot with Workativ
Now the benefits are enormous when it comes to integrating and automating BambooHR tasks with Workativ.
1. No data loss
As everything is automated, you don’t have to worry about data loss. Workativ’s BambooHR chatbot stores and updates every piece of information that it receives from a user in BambooHR in real time.
2. Easy Accessibility and Approval
Workativ’s BambooHR chatbot helps in easy access to information from any place across the globe. It helps management access employee attendance records and approves their leave requests based on that. Meanwhile, employees get notified about their approval/rejection of leave requests and can also track holiday accrual, leave history, etc. via the chatbot.
3. All from the comfort of your chat hub
Workativ’s BambooHR AI chatbot proactively resides on your Slack/Microsoft Teams workspace waiting to resolve your employees’ HR queries with BambooHR self-service, 24×7.
Conclusion
In conclusion, the BambooHR Chatbot is a great way to help employees keep up with their work and personal lives. It’s easy to use and can be customized to meet your needs.
Its chat interface is reliable and user-friendly, so you’ll be able to get the most out of it. So, if you’re looking for an efficient way to manage your employee’s communication, the BambooHR Chatbot is the perfect solution for you!
Workativ enables you to build an AI bot for your workplace in minutes, with no coding required.
Workativ is a free, no-code SaaS platform that enables businesses to create, automate, and deploy conversational AI chatbots in under an hour. Try our BambooHR chatbot for FREE.
How Artificial Intelligence is shaping the Future of Food — TechDuffer
The food industry is one of the biggest industries in the world, and it’s constantly growing. Many people are interested in how things are changing in this industry and how they can take advantage of it.
The fact that artificial intelligence has been able to enter this industry and make certain processes far more efficient than they were in the past has a lot of people interested in how learning and AI are changing food.
According to market research, the global artificial intelligence market in the food and beverage market is growing rapidly, with a CAGR of 45.4% during the forecast period. This market was valued at USD 4.49 billion in 2021 and is expected to continue growing in the coming years.
In this article, we’ll understand how AI drives the future of food.
Four ways AI is changing the food industry
Food Sorting
Food sorting is a process that involves separating different types of food items according to their characteristics and specifications. This is done so that they can be categorized and stored separately. Better food recognition technology results in better quality control and improved productivity.
Computer vision systems are playing an increasingly popular role in the food industry for the detection of surface defects, contamination, and quality inspection of foods.
Using food AI will help food manufacturers save time and money while increasing efficiency in their operations. It also helps them produce higher-quality products at lower costs by ensuring that all necessary checks are carried out on time.
Most companies have already started using artificial intelligence to improve their operations by using big data analytics tools such as predictive analytics software, machine learning algorithms, deep learning technology, and more.
Food Safety
Food safety is a growing concern for consumers. According to a WHO report, 600 million people get sick from foodborne illnesses each year worldwide.
AI can help ensure food safety by identifying potential sources of contamination in real-time and providing actionable insights that can be used to prevent outbreaks before they occur. This process starts with collecting massive amounts of data about food safety risks, followed by analyzing the data using AI-powered models that use machine learning algorithms to identify patterns and predict future outcomes.
Nutrition
Nutrition is an industry that has long been affected by AI. Since its early days as a database of ingredients and their nutrition values, nutrition software has evolved into a tool that helps consumers make better choices about what they eat and drink.
The technology can design menus based on customer preferences, identify potential allergens, calculate calories and other nutrition metrics, and recommend recipes based on current ingredient inventory levels.
AI tools can also help restaurants manage their inventory more effectively and efficiently than they could before they were widely available, saving time and money while improving customer satisfaction.
Food Delivery
AI is playing an increasingly important role in food delivery. By automating order taking and routing,AI can help optimize food delivery operations and improve efficiency. In addition, AI can help identify patterns in customer behavior and preferences, which can be used to improve customer satisfaction.
For example, by analyzing customer order histories, AI can suggest new menu items or delivery options that may be of interest. Ultimately, AI can help make food delivery more efficient and effective, resulting in a better experience for both customers and businesses.
How to collect data for AI / ML
Here are some ways you can do data collection for AI/ML in food businesses:
Conclusion
It’s clear that food AI will have a huge influence on how we eat. From fast food chains’ drive towards more customizable menus to a slew of new, innovative restaurants, there are countless opportunities for technology to simplify our eating experiences and improve the quality of our food.
With the advancement of artificial intelligence and machine learning algorithms, we can expect intelligent food AI to positively impact our health and the overall ecological impact of our food system.
Author Bio
Vatsal Ghiya is a serial entrepreneur with more than 20 years of experience in healthcare AI software and services. He is the CEO and co-founder of , which enables the on-demand scaling of our platform, processes, and people for companies with the most demanding machine learning and artificial intelligence initiatives.
Keeping up with social media and keeping your online community engaged can be a time-consuming task. Through Bot Libre you can automate your Facebook presence with your own Facebook bot. Any Bot Libre bot can be connected to a Facebook account, page, and Facebook Messenger. The bot will reply to your user’s questions in real-time using the responses of the script you have trained your bot with.
Connecting a bot to Facebook is quick and easy, This “how to” gives you a step-by-step process to connect your bot to Facebook.
Step 1 — Create your Facebook page.
A Facebook page is required. If you already have your Facebook page, you can skip this step.
First, you need to visit https://www.facebook.com/ and log in to your Facebook account. After you log in, you will find the “Pages” option on the left side menu. Click it, it will lead you to “Pages and profiles” page.
Once you get into the “Pages and profiles” page, click the “Create new Page” button on the left side.
Fill the page name, category, and description, then create the page. You can fill out the details for your page later.
Now you have your own Facebook page. You can move on to the next step.
Select your app, then open the app setting — Basic from the left pane.
Under the basic setting, you need to copy the “App ID” and “App secret”, we will need them later.
Scroll to the bottom of this screen and click the ‘Add Platform’ button.
Select platform “Website”
Enter “https://www.botlibre.com” and save changes.
Click the “Add Product” button on the left pane and add “Facebook Login” to Products.
Skip the Quickstart, just click the “setting” under ‘Facebook Login” on the left pane.
Enter “https://www.botlibre.com/facebook” into the ‘Valid OAuth Redirect URIs’ field then click the “Save Changes” button.
Now you can go back to bot’s facebook setting page and select “Use custom Facebook App” checkbox.
Enter the “App ID” and “App secret”.
Keeping up with social media and keeping your online community engaged can be a time-consuming task. Through Bot Libre you can automate your Facebook presence with your own Facebook bot. Any Bot Libre bot can be connected to a Facebook account, page, and Facebook Messenger. The bot will reply to your user’s questions in real-time using the responses of the script you have trained your bot with.
Connecting a bot to Facebook is quick and easy, This “how to” gives you a step-by-step process to connect your bot to Facebook.
Step 1 — Create your Facebook page.
A Facebook page is required. If you already have your Facebook page, you can skip this step.
First, you need to visit https://www.facebook.com/ and log in to your Facebook account. After you log in, you will find the “Pages” option on the left side menu. Click it, it will lead you to “Pages and profiles” page.
Once you get into the “Pages and profiles” page, click the “Create new Page” button on the left side.
Fill the page name, category, and description, then create the page. You can fill out the details for your page later.
Now you have your own Facebook page. You can move on to the next step.
Select your app, then open the app setting — Basic from the left pane.
Under the basic setting, you need to copy the “App ID” and “App secret”, we will need them later.
Scroll to the bottom of this screen and click the ‘Add Platform’ button.
Select platform “Website”
Enter “https://www.botlibre.com” and save changes.
Click the “Add Product” button on the left pane and add “Facebook Login” to Products.
Skip the Quickstart, just click the “setting” under ‘Facebook Login” on the left pane.
Enter “https://www.botlibre.com/facebook” into the ‘Valid OAuth Redirect URIs’ field then click the “Save Changes” button.
Now you can go back to bot’s facebook setting page and select “Use custom Facebook App” checkbox.
Enter the “App ID” and “App secret”.
Now you are good to go. You can go back to the first step and finish the connection.
Congratulations, you have now connected your bot to Facebook Messenger. Now you can train your bot’s responses and review its conversations from its “Training & Chat Logs” page in its Admin Console. If you encountered any issues, or would like our help setting up your bot please email us at support@botlibre.com or upgrade to our Platinum service and we can build your bot for you.
Now you are good to go. You can go back to the first step and finish the connection.
Congratulations, you have now connected your bot to Facebook Messenger. Now you can train your bot’s responses and review its conversations from its “Training & Chat Logs” page in its Admin Console. If you encountered any issues, or would like our help setting up your bot please email us at support@botlibre.com or upgrade to our Platinum service and we can build your bot for you.
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I have a lot of automated jobs running as part of my day-to-day operational activities. Most of these are Python applications are doing transformations on data, running machine learning models on batches of data as well as other activities that run on a schedule. Now, we have extensive logging going out from these applications to an ELK stack, but I like to have something I can look at on my phone to see whether a job ran on time or if it errored out. Enter Slack with their Messaging API, which I have used to set up a small reusable Python class that I can integrate in to all my apps to send messages on how scheduled runs went. This way I can stay on top of stuff that may have failed or didn’t run on time, and mitigate issues before they blow up without my knowing for a few days.
To do something like this, you need to first go on Slack and create an app to get an Incoming Webhook. Incoming webhooks are an easy way to simply send formatted messages to Slack channels in cases where you don’t need all the bells and whistles of the Slack API. In line with Slack’s documentation on message templates that can be sent to a webhook, I’ve created the following JSON template:
The username , icon_emoji (this would need to be an emoji available in your Slack workspace) and channel parameters can be set to whatever you need.
username : This is the username that your message will show up as ‘from’ on Slack.
channel : A channel within your workspace that you send your messages to.
icon_emoji : This will show up at the profile picture of the ‘from user’ on Slack. When setting this, make sure you use the code from an emoji that is actually available in your workspace. Works for workspace-custom emoji too!
There’s a whole bunch of other stuff you can do with this template, including things like attaching polls, images, and doing fancy markdown.
Here’s the class that actually does the work of sending the message:
import json import requests
class SlackNotifier: def __init__(self, slack_webhook_url: str): super().__init__() self.slack_webhook_url = slack_webhook_url
def send_slack_message(self, message: str): with open("slack_message_template.json") as f: message_template = json.load(f) if len(message) > 39000: # Slack has a limit of 40000 chars, let's truncate it a bit message_to_send = ( message[:39000] + "...(message too long for Slack, truncated.)" ) else: message_to_send = message message_template["blocks"][0]["text"]["text"] = message_to_send requests.post(self.slack_webhook_url, json=message_template)
You need to provide the Slack webhook URL you received earlier to instantiate the class. Then it’s just a matter of calling the send_slack_message function off an object of this class, and you can send your messages. It picks up the Slack message template file we created earlier, injects the message in to the relevant part (this will need to be changed appropriately if you changed the template significantly) and sends it to the Slack webhook using the requests library.
As you can see, this script picks up the SLACK_WEBHOOK_URL from an environment variable. You can set this easily before running by doing something like export SLACK_WEBHOOK_URL=”https://slack-webhook-url” .
If you set everything up right, you should be able to use this to send a message to any Slack channel within your workspace that your Slack app has access to. The template I used above generates something like this:
A sample message
You can take the SlackNotifier class into any of your applications and import and use it very easily to manage sending messages to Slack and notifying yourself and your team about whether they are running correctly, and even spice up your messages with custom emoji and formatting.
Personally, I prefer to use the :this_is_fine: emoji for everything.
The AI and Chatbot Platform for the Metaverse — Bot Libre 9.5
Bot Libre is a community of over 500,000 registered users, including businesses from industries such as medical, e-commerce, education, banking and gaming. Through our platform, businesses have engaged their customers everywhere, on web, mobile, social media, phone, IOT, and the Metaverse.
In order to offer a faster, better and more seamless experience, Bot Libre has updated its website to the 9.5 series.
This new release includes:
redesigned sidebar user interface
simplified single app Facebook integration
redesigned speech API, improved support for Google Speech, and Microsoft Speech
Benefits of Bot Libre’s Platform
The chatbot and AI market has become increasingly saturated and while this creates a variety of options, it has also brought about some confusion. Bot Libre can make it easy for you.
Metaverse Update
Another key development in the Bot Libre services includes the availability for businesses to engage their customers in the metaverse through the Bot Libre Metaverse Enterprise Program.
With AI, the possibilities are endless. If you are an AI, chatbot and metaverse enthusiast, looking to build, participate and grow wealth from all the offerings of web3.0, then join today! To indicate your interest email sales@botlibre.com.
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If you have tickets, the Zoom Events Lobby is now open! Log in and join the conversation.
If you still need tickets, this is the last chance to register and join us.
Cheers.
Stefan
Only 24hrs to Go 😯 was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
Only 1 Week to Go! was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
How can a Virtual Agent be helpful? & What is IT Help Desk Automation?
How can a Virtual Agent automate First and Second Line IT Support
How a Virtual Agent Chatbot helps Human Agents in IT Support?
Virtual Agent: IT Support Use Cases
Conclusion
In this new era of automation and hybrid workplace, AI-powered Virtual Agents seem to have gained a lot of popularity. According to a recent report, 50% of large companies are inclined toward investing in chatbot-based support systems. Today, employees want quick support resolutions, 24*7 availability, ease of access, and work-from-home support. And on the other hand, companies want to enable hybrid workplaces using automation and self-service, but at the same time reduce costs due decrease in revenue due to the pandemic.
On a quick survey of several mid-size and large companies, we found that the traditional IT help desks are not prepared to meet these expectations.
How can a Virtual Agent be helpful?
A Virtual Agent can help you achieve that level of efficiency by offering a scalable, affordable solution that can automate conversations and tasks. All you need to do is chat with a Virtual Agent and get your issues resolved within seconds.
What is IT Help Desk Automation?
In a traditional IT Help desk model, what do you do when you encounter an IT-related issue, say you cannot access your account somehow, or you want a new mouse? You talk to an IT support agent and get it resolved. With an increasing number of customers, and the workforce working in a hybrid workplace model, despite being super-efficient, companies find it difficult to scale to meet the demand of the incoming flow of IT support requests. Therefore, IT Help Desk Automation is a suitable solution as it helps automate a series of IT-related functions for a particular scenario. It offers efficiency, scale, and time to value with automated workflows.
IT Help Desk Automation & Virtual Agent Chatbot
Consider a Virtual Agent as a digital worker working as an IT Help Desk agent. Employees can communicate with the Virtual Agent and resolve their issues or requests in seconds without any human interference or live agents.
By combining IT workflows and chatbots, you create the perfect recipe for IT Support that is autonomous, efficient, and, most importantly, delivers outcomes faster. Using this automation model, the virtual agents can now handle routine or repetitive issues reported to the IT Help Desk without needing to call your live agents.
How can a Virtual Agent automate First and Second Line IT Support?
What is First Line and Second Line IT support?
To simplify the IT support process, companies categorize employee or customer queries into various levels of support. Based on the complexity and priority, the agents are assigned levels according to their expertise in the domain. Traditionally, the agents with beginner to intermediate levels of expertise are kept at the first line, whereas the highly skilled experts are held at the second line.
Role of a Virtual Agent in a multiple-tier IT Support System
In the First Line of support, a Virtual Agent can be deployed to help automate 80% of support issues autonomously. Let’s look at an example of how this is can be implemented.
Example:
A user opens the virtual agent chatbot in either Slack, or Teams and types unlock account as the issue. Trivial issues like this do not require human attention. In such a scenario, an IT Virtual Agent can perform the steps required to unlock the account with the help of some details shared by the user on the chat itself.
Furthermore, if the reported issue is beyond the capabilities of an IT Virtual Agent, it is escalated to the Second Line of support where Live Agents resolve the issue with their level of expertise.
How is it better than a traditional single-level structure?
In such a robust structure, the reported issues are better managed to enhance the efficiency of the IT support team. Each level is systematically managed as the workload is divided and it is easier to track the issues for reporting.
How a Virtual Agent Chatbot helps Human Agents in IT Support?
Let us see a few examples of why businesses need to augment IT Agents with Virtual Agents for Front Line Support.
1. Too many requests are hard to handle!
Problem:
With hybrid workplaces, companies are struggling to provide unified support at the same time IT requests, or complaints are increasing. But it’s not always easy or efficient to increase your IT staff to meet the demand. The process of interacting with the customers or employees, generating tickets, processing them, and finally resolving the issues takes a lot of effort, time, and consistency.
Solution:
On the contrary, a Virtual Agent understands the reported issue in a chat, asks for some details from the user, and resolves it within seconds. It can easily scale with minimum effort and usually covers 90% of issues with simple and one-time training. In summary, it’s easy to scale.
2. IT teams or agents have more important and complex issues to take care of!
Problem:
Spending hours resolving mundane issues takes away the attention and time required to be invested in more complex issues. There is also the issue of skills degradation and job attrition, as humans repeatedly get bored doing the same thing.
Solution:
In that case, Virtual Agents are well-resourced to address issues and solve them in seconds. This allows the live agents (humans) to focus on the critical issues only.
3. A human can’t be available all the time, but a Virtual Agent can be!
Problem:
With the pandemic pushing companies to adopt a hybrid workplace model and moving employees to locations working from different time zones, supporting them becomes an operational challenge. Companies are now looking at a 24/7 support model.
Solution:
Virtual Agents is a quick and easy way to address the demands. It’s easier and more cost-effective to spin out a virtual agent than run a 24/7 helpdesk operation.
4. Virtual Agents help you automate your process!
Problem:
For routine service requests, agents must follow a time-consuming process that sometimes needs to further get approval or escalate the ticket to the second-level group. It could involve quite a bit of back and forth and be time-consuming.
Solution:
With Virtual Agent, your process can be mapped, and workflows can be automated so your employees can chat with the virtual agent, share some details where required, and get their requests processed autonomously.
5. How to identify and or classify a Second Line issue or ticket without contacting your helpdesk?
Problem:
Traditionally, live agents are expected to respond to all types of issues, even during peak times when the ticket flow is way too high. The process of answering a query, understanding the problem from employees, and then deciding its complexity and priority is tiresome.
Solution:
A virtual agent chatbot on the other hand can prioritize the queries based on user inputs within seconds. You set conditional scenarios in a Virtual Agent Chatbot and enable it to decide if an issue is supposed to be resolved or escalated to a higher level. Nevertheless, ticket classification and dispatch are automated.
Virtual Agent: IT Support Use Cases
Let’s go through some key Virtual Agent Chatbot use cases.
1. Unlocking Accounts
Your account has been locked unexpectedly, and you want to get it unlocked quickly!
In this case, an AI-powered IT support virtual agent from Workativ can understand the request, gathers only a few details like the email address from the employee(to validate authenticity) to process the request, and unlocks the account for the individual in seconds!
Virtual agent from Workativ can be integrated with tools like OKTA, Microsoft Azure AD, Auth0, LastPass, and more to execute the workflow required to unlock accounts smoothly
2. Resetting Passwords
Password Reset is the most common request in the IT helpdesk. A Virtual Agent can work like magic for requests like these, as resolving these issues involves no in-person chatting, going through help documentation, or other tiresome activities.
The user can type in Reset Password into their Slack or Teams (where the virtual agent is active). The Bot understands and asks the user for some details like email address. Then, it either sends a password reset link to the user’s email address or asks the user to key in the new password and resets it.
Virtual agent from Workativ, you can integrate with popular IAM apps like Idaptive, Microsoft Azure AD, FusionAuth, Auth0, and more to simplify the password reset process and make it a better experience for the user.
3. User Provisioning
An IT Virtual Agent can help with user provisioning services like adding users to groups, de-provisioning users, assigning roles, and more.
When a user sends a provisioning request, like adding them or a particular user to the company’s email list, the virtual agent understands the request and asks for details like email address and the role to be assigned. That’s all it takes for a Virtual agent to perform user-provisioning. Quick and easy.
Virtual agent from Workativ integrates with multiple third-party tools like LastPass, OneLogin, and OKTA to provide organized user-provisioning or de-provisioning services to the users. You can deploy your virtual agent on Slack or Microsoft Teams which acts as the conversation hub between the user and the chatbot.
4. Access Management
A Virtual Agent can allow or revoke a user’s access to a particular app based on the requirement. Virtual Agent can do it independently or by raising the request to the second level support. Anyways, it doesn’t take long in either of the cases.
It is quick as when a user requests for access to a particular portal or resource, the virtual agent chatbot addresses the request by confirming it with the user’s email address and proceeds with providing access to the required resource or portal.
Example:
Virtual agent from Workativ integrates with third-party tools like OKTA which function as access management to any third-party tools when integrated with them, such as Office 365, JIRA, and more.
5. Asset Request
Your laptop is not working, or do you need a new monitor from your IT team?
You chat with the virtual agent to raise a new asset request. The chatbot will understand your request, ask for details like your email address, and raise the request to the field dispatch team to issue you the asset you need.
6. Email-Related Issues
Email-related issues are very common nowadays. If your email address appears invalid, you cannot send an email out of the blue one day.
Simply type the issue in Slack or Teams and select the relevant options related to your query (if available). The virtual agent will address the issue by asking for some details and either resolve it instantly or raise the request to the management for approval.
Automated workflows make troubleshooting easy as a Virtual Agent can check for your details and resolve the issue with the integrated third-party tool easily.
Virtual Agent Chatbot: The Game Changer
Since you have reached the end of the blog, you probably know what an AI-powered Virtual Agent Chatbot can do by now.
As companies are forced to use hybrid workplace models, the quality of support it provides to their customers or employees is critical in differentiating themselves from a competitor. If you wonder how Virtual Agents are profitable to any company, here are some points from the blog to recall:
Improves the Mean Time to Resolutions (MTTR)
Delivers self-service resolution as a Virtual Agent and automates workflows with apps.
Keeps improving itself on the go with Artificial Intelligence
Helps companies save costs with Virtual Agent automating tasks
Provides modern support management using advanced digital tools
Helps teams focus on core business rather than resolving trivial support issues
Delivers better user and employee experience and engagement
Conclusion
Now, it’s quite evident that businesses that want to transform their employee experience and modernize workplace support can use virtual agent, which helps them scale, automate and reduce costs. As the final verdict, virtual agents are essential to your IT Help desks
