Use Cases

Sales

Sales persons can use chatbots in various scenarios to make themselves more productive.  They can create new opportunities or update an opportunity in Salesforce for example.  Or they can check the credit availability of a customer before closing a deal. They can create or update their sales forecast using chatbots instead of emails or spreadsheets.

sales

IT Help Desk (ITSM)/
ServiceNow

Customers tell us that as many as 30% of IT Help Desk tasks are simple and repetitive in nature.  Password reset is one of the most common tasks that consumes a lot of agent time.  Employees also ask questions that in many cases do not require a human to respond.  Thus, chatbots are a great way to automate various mundane repetitive tasks as well as provide self-service scenarios for searching the Knowledge Base and answering FAQs.  In cases, when the chatbot cannot provide an answer, the issue can be escalated to a human agent while capturing the complete history of the conversation between the human and the chatbot in an ITSM system like ServiceNow.

it-helpdesk

Customer Service

Chatbots can free up the time of agents at Call Centers so that they can resolve the more complex tasks and increase customer satisfaction.  Mundane, repetitive tasks can be performed by chatbots 24/7 that increases Call Center productivity significantly.  For example, chatbots can enable various self-service scenarios like help customers check for order status, find out their tracking number, or create an incident.  In a Telco environment, consumers can have their account settings reset using chatbots without the intervention of a human agent. Or consumers can notify their Insurance company of an accident by creating a First Notification of Loss using an Insurance Assistant as shown in the demo video below:

Asset Management

Asset Management is a great area to leverage chatbots to simplify the work of Maintenance workers.  Maintenance workers are focused on doing their equipment inspection Rounds and execute their Work Orders for Preventive or Reactive Maintenance.  In many cases, chatbots are a better alternative to mobile apps in the Field. Imagine how one can ease the life of the Maintenance workers by allowing them to create a Notification using a simple text or even Voice.

Create Notifications in SAP:

SAP

SAP has always had great business functionality, but customers have always wanted the User Interface to be simpler. While SAP Personas and SAP Fiori have somewhat enhanced the user experience, chatbots offer a unique way to transform business processes making them both more effective and simpler at the same time. Chatbots for SAP S/4 HANA, SAP ERP for Sales/HR/Finance or the cloud applications like SAP Ariba, SAP SuccessFactors, and SAP Concur can Simplify Work. For example, let us take a look at Procurement and Supply Chain Planning.

Procurement (PO Approvals)

Procurement (SAP Ariba)

Chatbots in Procurement offer a great way to enhance the collaboration between the Buyer/Planner and the Supplier. Purchase Order (PO) confirmations are a good Use Case. When a supplier cannot supply the required quantity, frequently, the Buyer/Planner is blindsided, and is not aware that the supplier has not confirmed the PO quantity. A Chatbot notification to this effect can alert the Buyer/Planner who can then collaborate with the Supplier and take corrective actions such as create a new PO with some other vendor. Chatbots for SAP Ariba have huge potential to enhance the Procurement Process.

Supply Chain

Sales Forecasting can be greatly improved using chatbots. Currently, the sales person finds it very cumbersome to update or create a new sales forecast. The salesperson meets a customer, closes a deal, and then has to update the sales forecast using either email or a spreadsheet. This is ineffective and time consuming, and so the demand plan quickly becomes outdated. Replace this with a User Interface where the chatbot asks questions about Product ID, Quantity, and Timeframe, and the sales person answers them in a conversational manner.

Travel

Chatbots offer an easy way to submit expenses with receipts attached. Travel requests can be submitted easily and also approved.

HR

HR chatbots can enable employees to apply for Leave, check their Leave balance, or last payroll statement.

+ Procurement (PO Approvals)

Procurement (PO Approvals)

+ Procurement (SAP Ariba)

Procurement (SAP Ariba)

Chatbots in Procurement offer a great way to enhance the collaboration between the Buyer/Planner and the Supplier. Purchase Order (PO) confirmations are a good Use Case. When a supplier cannot supply the required quantity, frequently, the Buyer/Planner is blindsided, and is not aware that the supplier has not confirmed the PO quantity. A Chatbot notification to this effect can alert the Buyer/Planner who can then collaborate with the Supplier and take corrective actions such as create a new PO with some other vendor. Chatbots for SAP Ariba have huge potential to enhance the Procurement Process.

+ Supply Chain

Supply Chain

Sales Forecasting can be greatly improved using chatbots. Currently, the sales person finds it very cumbersome to update or create a new sales forecast. The salesperson meets a customer, closes a deal, and then has to update the sales forecast using either email or a spreadsheet. This is ineffective and time consuming, and so the demand plan quickly becomes outdated. Replace this with a User Interface where the chatbot asks questions about Product ID, Quantity, and Timeframe, and the sales person answers them in a conversational manner.

+ Travel

Travel

Chatbots offer an easy way to submit expenses with receipts attached. Travel requests can be submitted easily and also approved.

+ HR

HR

HR chatbots can enable employees to apply for Leave, check their Leave balance, or last payroll statement.

Voice/Speech

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Inform business heads when criticality changes
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View issue summary and other reports
Speech