Many order-related back-end systems are very complicated because they usually try to solve all use cases - even edge cases. This leads to standard tasks becoming overly complex for the consumer. The use of bots can lead to simplification here: Bots tend to focus on the most common cases, providing the most value to the user.
By integrating with various systems and data sources, intelligent bots recognize context and - like a human employee - can already make certain assumptions. Since communication with the virtual assistant is in human language, this simplifies interaction and user experience. So instead of presenting a complex user interface with many (and mostly irrelevant) options, bots focus on the specific concern of the user.
Consider, for example, an application for recording working hours. Unfortunately, the application does not work in all browsers and it requires, among other things, that the user enters many parameters such as user ID, job number, sub-job number, etc. In practice, these parameters have to be specified repeatedly, and often not every single detail is needed. The use of a bot can support this process: Collaborators simply say or write a message like "Book 8 hours today on Sprint 1." The bot learns from previous entries: It finds other required information, such as the order number, on its own. If not, it asks the user appropriate questions and learns from the answer. Such interaction could take place in enterprise messengers such as Skype or Slack. This avoids context switching and overcomes technical limitations of the time tracking tool.
In order to provide the seamless and genuine user experience described here, integration with various back-end systems and data sources must succeed. The challenge is to hide the complexity and overcome technical limitations of legacy systems.
Despite the high integration effort, bots offer tremendous value to companies, as many processes can be made much more efficient. Automating more and more tasks means cost savings, fewer human errors, and 24/7 availability. By using artificial intelligence, bots learn and can even provide new insights, which will constantly improve processes.
When bots are properly integrated, employee satisfaction will increase due to the seamless and efficient experience.