November 30, 2017, Dubai, UAE. — NNTC, a Dubai-based IT consulting and training company and innovative IT solution developer, is rolling out its custom chatbots to help businesses and government organizations in the UAE digitize their business functions and automate internal processes. Being able to handle voice requests made even in free form, chatbots contribute to more customer-focused services and more effective personnel by taking a range of standardized tasks.
Chatbots are increasingly popular in the business community: according to a report by Grand View Research*, within the global chatbot market, approximately 45% of end users prefer chatbots as the primary mode of communication for customer service inquires. According to Gartner**, by 2021, more than 50% of enterprises will spend more per annum on bots and chatbot creation than traditional mobile app development.
For companies committed to client services, NNTC develops custom chatbots on public platforms, which have been widely used as messengers (Telegram, Facebook Messenger, and Viber). A chatbot improves the efficiency of communications and makes services more customer-focused. For example, it can be a digital concierge in a hotel: a chatbot will inform guests of a restaurant menu, guest Wi-Fi access, near-hotel services, the nearest ATM, the best sightseeing routes, and how to order food to a hotel room. Event bots can send event agenda and help users make their own agenda, arrange meetings with visitors and receive prompt information about key events. University chatbots can provide a digital lecture schedule and show a queue in a campus canteen, probation options available, university news, a library debt, and even a lecturer’s name. Healthcare chatbots can help make and then remind of appointments with physicians and operate as a clinical information desk, etc.
After receiving a text request, a bot is programmed to run a certain script, i.e. a step-by-step instruction previously followed by responsible managers or an employee to tackle a particular task. To that end, the bot is integrated with relevant subsystems, through which it can find necessary information, document, or contact a specialist. The number and set of such systems depend on bot jobs in a particular case, making each bot unique in some way. Thus, NNTC chatbots can be tailored to any business process.
Moreover, with a machine learning technology inside, chatbots learn a user’s syntax and in some time become able to combine words in order to recognize voice requests made even in free form.
“We are rolling out the product that unlocks a range of advantages and brings the company to a new consumer-driven level of mobility and customer commitment: instant feedback, adequate response to any user request, and an accustomed and intuitive interface. For example, chatbots can handle trivial requests and free up helpdesk engineers to focus on sophisticated tasks. Today’s customers have gone to messengers, and it is time for companies to follow them,” said Mrs. Basak Guler, Regional Manager at NNTC.
In addition, NNTC analyzed some 200 key corporate business processes and found out that most of them can be assigned to chatbots. NNTC estimates that up to 90% of enterprise internal processes can be automated using chatbots.
Designed to digitize corporate processes, such as HR functions, chatbots can share a corporate learning knowledge base, gamify onboarding achievements, inform of anything being lost or found (the bot then connects people or sends a log to a secretary) and do many other things employees need every day in any company across all industries.
Chatbots can operate on public chat platforms, such as Telegram, Facebook Messenger, and Viber, or can be combined with on-premise messenger solutions like Dialog Messenger (https://dlg.im/en/) and Microsoft teams.
Chatbots operating on public platforms comply with security requirements thanks to a configurable authentication system. Having a request from a telephone number, the bot checks the number for matches against an employee database. Extra access configurations are done via an identity management system (IDM). For organizations with strict rules for data management it is possible to create a joint solution providing internal messenger with chatbots onboard. When private platforms are used, the information does not go beyond corporate servers and thus cannot be accessed by outsiders.
“By migrating its enterprise processes to a digital environment, a company frees up resources to elaborate creative ideas and pursue a comprehensive approach to strategic objectives with no need to waste time on mundane tasks,” commented Mrs. Basak Guler, Regional Manager at NNTC.
NNTC specialists have already been testing custom chatbots designed for tourism, finance, and education sectors.