We all know the challenge, although defining efficient processes and cutting-edge technology, the solutions do not unfold their true potential. This often results out of the fact, that the end-users are not able to keep up with the new technology or follow the new process.
Capgemini Consulting’s Transformation Enablement team focuses on this exact challenge, which we have successfully tackled at small and big transformation projects at our clients.

While the challenges mentioned above have been covered with huge training and end-user support models in the past, the effort and cost of approaching it in such way is often bigger than the actual gain. Thus, there is a more efficient way to support your employees in their day-to-day task on how to follow new processes and use new technologies. Based on our experience, new technologies, like a chatbot, can solve these enablement problems for you.

What is a chatbot and how can a chatbot help?

A chatbot is a computer program that simulates and automates human conversation through text charts, voice commands or both. Chatbots can be used through messaging applications or web pages and are naturally deployed in dialog systems for various application fields, for example customer service. Typically, chatbots are applied where quick or even instant response times are essential, 24/7 availability and ability to stay flexible in peak times is required (read also our blog article about chatbots in shared service centers).

Example 1: back office (finance) employee has question on IFRS 16 contract accounting

Let’s take the example of the new IFRS 16 accounting standard that a finance employee needs to follow based on regulatory requirements effective by 1st of January 2019. Unlike before, the finance employee did not need to calculate the present value, activate the object in the right of use asset, and depreciate its value over life time. This means, the finance employee needs to follow new accounting rules for closing. This might lead to very practical questions from the employee – let’s see how a chatbot could support here:

Figure 1: Example of handling complex, multi-turn dialogues about an IFRS16 accounting question

Example 2: how a chatbot solution helps to be GDPR compliant

Regulations like the EU Privacy Regulation GDPR (General Data Protection Regulation) require companies to, for instance, process customer and employee personal data requests within 30 days. This puts immense pressure on the companies, especially when external factors (e.g. the Facebook scandal) drastically increase privacy requests. Typical solutions to satisfy the employee and customer requests is to set-up a dedicated team onsite, or to outsource to Shared Service Centers. Both scenarios are associated with relatively high costs and limited capacity, which can be critical considering the tight response timelines set by the GDPR.

We introduce chatbots to help you answering privacy requests of clients. Our approach will keep the costs low and allow full flexibility and scalability during the peak times. Chatbots can answer most basic questions, but more complex questions will be forwarded to subject matter experts. The big advantage is the capability of Chatbots to handle multiple client requests simultaneously, while knowing the GDPR facts by heart. Our Chatbots are “GDPR compliant” by ensuring that the client is asked for consent, and are not used as the sole decision-maker in choices (as required by the GDPR). This signals trust to your clients by showing you keep data safe and organized. Furthermore, our solution saves costs, increases response time to requests, and has been accepted by customers as a preferred tool due to its usability.

Conclusion

The practical examples show, that the application of chatbots is not limited to any area and can be applied to almost all questions your employees might have in their day-to-day work. In addition, support center costs are reduced tremendously while complex and confusing user handbooks become history.

How can a chatbot help your employees? – to find out more get in contact with our experts!

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About the co-authors

Denis Tintman is a Senior Consultant at Capgemini Consulting with focus on Digital Finance and Transformation Enablement in Financial Services.

Willem-Pieter Looijen is specialized in data management, digital banking and GDPR. He helps clients to deal with large transformations by applying Capgemini Consulting’s Transformation Enablement approach.