Enterprise Chatbot Design: How to Be Disruptive in Work Without Getting Fired by Ultan O’Broin


“Stakeholders are the invisible third rail of user requirements gathering and successful IT adoption in the enterprise. Forget about them and you may be badly shocked!”

Ultan O’Broin (@ultan) looks at suitable chatbot use cases for the cloud enterprise and then how to approach designing them right.

Image licensed from iStock

Chatbots: Your New #BFF in Work

OK, let’s nail this one.

Chatbots are not about automating humans out of the #lovemyjob world of job satisfaction.

But, they are definitely about improving the user experience (UX) in work across the entire journey of getting a task done:

  • Chatbots are about taking the drudgery out of jobs, about offering real people doing real jobs in real places a natural way to do that stuff easily, so they can then focus on real work.
  • The chatbot approach of talking tasks to completion means users can work in the moment, insulated from complexity, and they can think about going home early, about spending more time with their kids, whatever. Unlike a lot of work applications, chatbot users don’t dread logging in again the next day,
  • Chatbots mean IT departments can focus on serious enterprise issues. HR can relax about hiring and training. C-level execs can dial down the pressure about productivity levels and maximising participation in their SaaS investment. Read the complete article here.


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