How Master Conversational Bot is going to reshape your interactions with machines?

How Master Conversational Bot is going to reshape your interactions with machines? – Part 2/3

How will Customers and Employees benefit from using MCB?

What does this mean for User Experience (UX)? The essence of UX has always revolved around meeting users’ needs through a relevant, meaningful, and positive experience. This entails an experience that is straightforward, seamless, efficient, and easy to navigate.

Consider the process of planning a holiday. Searching for flight tickets and completing payments can feel tedious and overwhelming. However, the experience can be enhanced by enabling users to search for flight tickets based on specific criteria and guiding them through a simple checkout process. This allows users to focus on other aspects, such as managing sensitive payment information.

With Master Conversational Bot (MCB), the experience can be made even MORE straightforward, seamless, efficient, and easier to use. Users simply need to ask the MCB to book a hotel, and it automatically identifies the destination and date by syncing with their flight details. More than that, it provides personalised suggestions based on user’s habits and popular excursions. Naturally, this would have significant implications in both personal and professional life.

Let’s dive deeper into how MCB significantly improves the user experience for both key user groups: customers and employees.

Customers

Being 24/7 Available

Unlike human-operated services with designated opening and closing hours, MCBs work around the clock, providing unlimited accessibility to customers whenever they need assistance, according to their schedules and preferences.

Learning through Continuous Improvement

Like other AI tools, MCB can be programmed to learn from customer interactions. As they gather more data, they can self-improve and provide tailored interactions. This evolution can lead to the creation of more personalised experiences for the customer, ultimately boosting customer satisfaction.

Increasing efficiency

MCBs function as personal assistants. Hence, customers don’t have to worry about dealing with complex and tedious processes. This includes mentally exhausting tasks, navigating complicated menus and interfaces, or encountering intrusive and disruptive pop-up advertisements.

Experiencing a more natural User Engagement & Interaction

Unlike the one-dimensional interaction of searching and receiving results, MCBs offer two-way conversational interactions. This taps into our innate desire to socialise, making the experience more interactive and engaging for customers. After all, most people find conversation as natural as breathing. Interacting with MCB feels intuitive, familiar, and friendlier.

Raising Social Equity

MCB act as a catalyst for social equity by providing accessibility and comprehensive usage. Their user-friendly interfaces bridge the digital gap by benefiting elders, technophobes, or others suffering from a specific condition that may hinder their digital experience.

Employees

Resolving simple IT Troubleshooting

An employee’s productivity can often be slowed down by IT-related obstacles, such as needing permission before downloading an application or needing help after too many failed login attempts. To overcome these hurdles, employees typically submit tickets for troubleshooting, which may take days to resolve. MCB can assist with straightforward IT queries, allowing helpdesks to focus on more complex issues.

Assisting with HR queries and tasks

Similarly, MCBs can assist employees with any simple HR-related queries, allowing the HR department to focus on other responsibilities. This can range from quick information retrieval functions, such as finding out leave balances and accessing monthly payslips, to more procedural tasks, such as a step-by-step process on applying for leave in the HR system.

Enhancing Employee Training & Onboarding

Even though training and onboarding e-learning videos offer benefits, employees might view them as tedious tasks and skip through them to meet Key Performance Indicators (KPIs). Master Conversational Bots (MCBs) boost engagement, guaranteeing effective training while conserving resources and allowing for self-paced learning. This ensures that employees gain the necessary expertise required for the role.

Harmonising the experience with a unique platform

Employees often require multiple apps to accomplish their daily tasks, leading to frequent switching between them, which can reduce their efficiency. Master Conversational Bots (MCBs) aims to address this issue by serving as a central hub that seamlessly integrates with various apps and digital tools. This consolidation streamlines user experience, increases engagement, and enhances productivity by eliminating the need to search through a cluttered desktop for specific applications.

Supporting Operational Efficiency through Automation

We’ve discussed how Master Conversational Bots (MCBs) can simplify complex customer processes, resulting in a smoother and more efficient experience. This principle shouldn’t be limited to customer interactions alone. MCBs can also automate tedious, mundane, and repetitive tasks within business operations, saving time and boosting employee productivity. This automation can serve as a motivating factor in the workplace.

In short, MCB will enhance human-machine interactions and foster more positive experiences. Organisations will benefit in two key ways: by boosting customer loyalty, empowering employees to deliver a higher quality of service, and dedicating more time to incremental innovation. However, realising this improved user experience requires an upgraded digital architecture and widespread adoption across the organisation.