A chatbot is an artificial intelligence system with which we can interact based on questions and answers; its coding allows us to automate processes related to the creation of work orders, the gathering of information or the creation of records in the contact process that links many companies with their end customers. 

The communication needs linked to the scope of services of some companies and the omnichannel in which they must be located is optimized when we delegate part of the contact task to artificial intelligence. Thus, the input of information or orders that a chatbot can achieve, complemented with the operational management tools that handle the workflow of a contact center, save time and human dedication. 

This allows us to better address the end customer's demand and generate presence in the variety of technological platforms where this customer is located.

Chatbots are especially useful for end customers aligned to the growing trend of establishing contact via impersonal technological means, since communication is given in writing, or who for different needs or circumstances cannot communicate orally. 

The incorporation of these platforms generates substantial improvements in the management of resources of companies that, through the optimization they achieve in the flow of their operations, manage to reduce their volume of calls. This is due to the fact that the chatbot allows a specific flexibility that telephone contact does not achieve and gives the operator the possibility to work in parallel, fulfilling processes for several customers simultaneously and saving time. 

Service and incident management tools such as the ones we designed at GoDoWorks obtain improved synergy thanks to their ability to adapt to the use of chatbots: they complement the workflow, generate greater automation and improve the operational processes of contact centers .The artificial intelligence of the service management tools interacts with the chatbot to reduce the operators' workload, which ultimately improves productivity and lowers costs. 

What benefits can we obtain?

A service management tool that is able to work around the processes of a chatbot makes it possible to receive work orders without human intervention, or with partial intervention. Some processes, such as polling, are greatly improved, allowing the collection and analysis of information in an agile, automatic and error-free way. 

On the client's side, we will be able to provide a better response, with less waiting time, and thus fulfill their contact expectations, through the channels preferred by the client, and generating higher levels of satisfaction.

For the company, such a technological improvement is reflected in significant gains in productivity and performance. Telephone reception activity is reduced by 35%, which translates into a 20% reduction in costs. 

At the level of each operator, linking their work to the activity of the IAs (chatbot + management software) allows them to serve 5 end customers in parallel instead of just one, and thus achieve an average problem resolution time of 2 minutes instead of average problem resolution times of 6 minutes. 

Thanks to the synergy in the operation of these softwares as addressed by GoDoWorks, the chatbot and management tools are related as complementary tools that allow companies to be at the forefront of technology and provide the end customer with the required omnichannel and efficiency in the response. In other words, they guarantee the contact and achieve better, more intelligent, dynamic and efficient processes in all the operations derived from the contact.