Hi Ignacio,
It depends on why you mean by bot.
In case you are talking about RPA robots, you can of course apply robots to increase the efficiency and/or quality of the business processes of an organization. In fact, from the team I am leading in my current work we are developing robots with, but not limited to, these purposes:
- mass creation, synchronization and update of data.
- ticketing management, ticket answering depending on SLA conditions, SLA penalty avoiding through push reminders, ticket reallocation based on word patterns, etc.
- all reporting related to PMO and project managers: backlog state, SLA state, projects state, etc.
- other reporting: health status of systems, nightly jobs execution results, etc.
- high volume document processing, e.g., to find word patterns or specific content.
Just as a reference, we saved more than 8300 hours just in one client service account in 2018 with around 30 robots, and with an average ROI of 5.2 months.
In order to reach this solution, you need to count on a RPA tool (we are using UiPath, but others like BluePrism or AutomationAnywhere are also valid), but the most important part is the automation strategy. A strategy is needed to identify business processes and bottlenecks, optimize current processes (if necessary, e.g., via BPM) and then identify opportunities for automation. Once identified, filter by technical feasibility and prioritize by ROI.
In case you are talking about chatbots, despite I am not a chatbot expert I think the answer depends on the purpose the bot is built for (e.g., guiding final users to reduce L1 and L2 tickets, showing the products and services of our company, improving internal efficiency of teams, etc.) as well as the conversational level the initiative needs (high conversational vs. direct actions). For example, Google DialogFlow and IBM Watson Chatbot are examples of platforms of general purpose, hihg conversational chatbots that can help you guiding final users or your workers to the better and/or faster solution. Technologies like these are easy to access and implement.
Chatbots can be also connected to RPA robots. For example, the former can be used to guide the operator and collect data in order to invoke the latter. Frameworks like TrustPortal are used with this purpose and thus connect humans with RPA robots.
Hope this answer is helpful for you.
Regards.
