previous icon Back to blog
Jan 09, 2023
5 minutes read

Internal knowledge base chatbots: how to improve business operations

There’s a push and pull in a business where we are acutely aware of the need for individual, personalised team and customer communication. Still, we don’t always have the time or capacity to manage it. To this end, many opt to implement a robust internal knowledge base with an integrated chatbot functionality.

Is there a place for internal knowledge base chatbots in today’s company? Is this a feasible solution? Can this system make a real difference in business operations? We’re tackling some of these questions here.

Why use an internal knowledge base?

An internal knowledge base is a central hub of your company information, from customer details to pricing and everything in between. The benefits of having this essential information in one place are numerous, not least because your entire team has access to the same information at any given time. This dynamic database instantly updates all players when changes are made, allowing them to work from a single source of truth.

Whether you’re operating a large organisation or a smaller enterprise with a remote team, there’s no doubt that access to the same information simultaneously makes for a truly professional outfit. 

What is an internal knowledge base chatbot?

When we think of chatbots, we automatically imagine those engaged in front-end communications, standing between the customer and the call centre and nurturing leads while we sleep. However, the same processes are applied internally where your entire team can access any information or make use of clever automated systems by asking your friendly, all-knowing chatbot.

While not a requirement for business operations, many businesses have chosen to program their chatbot to be - well - chatty. A friendly, witty, and engaged “personality” appeals to employees and makes each interaction that much more enjoyable.

NI Water, Missguided and Orbit have all used internal knowledge base chatbots to improve business processes.

How can an internal knowledge base chatbot improve my business processes?

Enhancing speed and efficiency are two of the major contributors to business growth and improvement; these are two of the elements that knowledge-base chatbots offer in spades.

Consider the following:

Employee training

Taking on new staff requires a lot of time and effort when getting them settled into their new role and trained up sufficiently. Customer service roles generally see a higher churn rate than other sectors, so it makes sense to fast-track their training and free up your senior staff for more customer-focused tasks. This is where an internal knowledge base chatbot can help to guide new hires in processes and procedures, locating information and working with new systems. 

Streamlining systems

When tied into your internal knowledge base, today’s chatbots double as an enormously efficient personal assistant to everyone in your organisation. They can manage calendars and remind people and teams of meetings, locate and organise documentation, and can be programmed to function within a complex HR department. 

As great as your service team are, there’s no way that any single person can know everything. So, you can expect your chatbot to step up and give anyone who requires it the most up-to-date information on products, pricing, locations, customers, policies and more. 

Customer service

Of course, excellent customer service is critical in today’s evolving business environment. Therefore, having functionality that offers every employee the same answers and then instructs them how to use this information in accordance with company policy presents a highly professional and unified front to your customers. They can also be used to respond to order status queries, provide tracking details, project updates, and provide follow-up communication.

As smart and useful as a chatbot is, it only as good as the information it is given. However, when paired with a solid internal knowledge base, it can feed, augment, and update company information based on its customer-facing interactions. In fact, chatbots can be incredible data-gathering monsters hoovering up information such as customer purchasing behaviour, common problems, and the most effective marketing messages.

Lightening the load

AI-driven chatbots take the load off your customer service team by answering frequently asked questions without the need for human interaction. A quick response and immediate answer to common customer questions keeps your customers happy and your team’s head above the water. Your staff can now put their service hats on to solve more complex problems and tackle progressive business tasks.

Cross-functional collaboration

We know well that a siloed or splintered organisational structure can be detrimental to operational flow. Therefore, many smart business owners make use of internal knowledge base chatbots for cross-team collaboration. Each department can easily share and update information leading to better understanding and greater efficiency between your teams. 

24/7 operation

When you’re running a remote team or your staff are spread across multiple time zones, chatbot functionality gets to show off a little. Always on, continually updating, and permanently chirpy - your chatbot is ready and willing to work whenever your team are, no matter how unsociable the hours are. 

A million times more than a chatbot

If you’ve been considering implementing an AI-driven chatbot - whether for your customers or your internal operations - we can assure you that you’re on a smart path. Giving your staff, no matter where they are, real-time, accurate access to the same information, data, policies, and systems is always going to end well for you. Augmenting this with a permanently happy virtual assistant may well give you superpowers. 

Are you ready to improve workflows, enhance customer service, and boost productivity within your team with Conversational AI Cloud?

Was this article interesting?
Share it!
CM.com
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM.com makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Related articles

blackfriday-2024 blog
Oct 07, 2024 • Conversational AI

The art of simplicity: help customers make quick Black Friday decisions

Black Friday 2024 is just around the corner, bringing with it a great opportunity for retailers to maximise sales. However, standing out in such a competitive event isn’t easy. Consumers expect attractive offers, fast deliveries and top-notch customer support. In this article, we’ll show you how to simplify the purchasing process during Black Friday, optimising everything from promotions to logistics and 24/7 customer service to ensure a seamless experience and increase customer loyalty.

whatsapp-business-blog_image-deals-offers
Sep 16, 2024 • WhatsApp

Increase conversion with promotional messages on WhatsApp

In an age of mass marketing, it’s safe to say peak sales periods, especially Black Friday and the holiday season, can be overwhelming for consumers. Consumers receive irrelevant information from companies that doesn't match their personal needs and desires, so it's no surprise people might want to switch off and tune out all forms of marketing until the season is over. As an eCommerce player, you should always be looking to avoid this by diversifying and personalising your marketing strategy in a way that suits your customers' needs.

engage-platform-effect-customer-service
May 13, 2024 • CM.com

Happy clients, happy agents: the platform effect in customer service

As a member of the customer service team, you stand on the frontline of customer interaction every day. In a world where customers demand quick and personalised service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible.

Education Technology
Nov 27, 2023 • Conversational AI

How Generative AI supercharges your customer service

Meeting customers' expectations remains the biggest challenge in service. Speed, convenience, and accurate responses are critical to achieving this. With the power of Generative AI, customer questions can be identified, categorised, and resolved more quickly. Plus, your organisation is continuously fed with data to improve the entire customer journey.

Acquisition and retention in marketing engage platform
Nov 13, 2023 • Conversational AI

Decoding the struggles of acquisition and retention

In life, they say percentages don't matter, but in marketing, they are everything. The customer journey, spanning from acquisition to retention, is a path filled with potential incremental drop-offs at every touchpoint. A confusing experience here, an ill-timed communication there, and suddenly, your conversion rate is plummeting.

facebook-chatbot-1
Oct 09, 2023 • Chatbots

Chatbots in action, part 3: Facebook Chatbots

In the real world, people use different environments to achieve different goals. They’ll go to brick-and-mortar shops to compare prices and competitors. Visit a showroom to experience products up close. Or schedule a meeting to see a live demo. But is that how it works in the digital world? Yes, it is. The digital world has various environments, too, from websites to messaging channels, social platforms and more.

instagram-chatbot
Oct 02, 2023 • Chatbots

Chatbots in action, part 2: Instagram Chatbots

Every channel where customers interact with a brand offers a different experience. Among the most distinctive is Instagram. Unlike other social media apps, Instagram users scrolling through posts often feel a deeply personal connection with the sources they follow: celebrities, favourite products, and subjects they’re passionate about. It’s a community built on trusting influential people.

chatbots-in-action
Sep 25, 2023 • WhatsApp

Chatbots in action, part 1: WhatsApp Chatbots

Facebook. Instagram. TikTok. There’s a rainbow of social media channels available to customers today. Some are visual; some are about connecting with friends; others are more business-like. But if there’s a single channel that spans communication in all its varieties, it’s Meta-owned WhatsApp.

chatbot-customer-experience
Sep 18, 2023 • Chatbots

Omnichannel chatbots: create once, offer everywhere

Chatbots spent a decade-plus as a technological sideline: nestling at the corner of websites, roaming the odd FAQ, inviting people to click with a hopeful link. They weren’t a big part of the customer experience. But now – suddenly – they’re everywhere.

Is this region a better fit for you?
Go
close icon