Published on February 5th, 2019 | by Emergent Enterprise0
Want to Use Chatbots and Smart Speakers in Your Workplace? Think Big
There is common sense in this article from James Dellow at cmswire.com about smart technology uptake in the enterprise. As interesting and “cool” as the technology is it is critical that it meets user needs. Sound logical? It doesn’t always happen. Often times technology solves a problem that doesn’t exist. By presenting a solution that makes lives and jobs easier there is always a big win.
Photo Above: rawpixel
Move over intranet. Technologies like chatbots, digital assistants and smart speakers are the new and exciting way for employees to interact with enterprise systems. However, while tech giants like Amazon, Google, Microsoft and other, smaller innovators are working to remove the barriers to entry, have we stopped to consider why we want or need these tools in the workplace?
Where Do Conversational Interfaces Fit in the Workplace?
It’s true that employees say they want consumer-like technology experiences in the workplace. A recent survey by Kronos asked this question and found that:
Nearly half of employees (48 percent) surveyed worldwide wish their workplace technology performed just like their personal technology. Fewer than one in five (18 percent) do not want their workplace technology and personal technology to function similarly.
However, is it enough to infer from our desire for a more personal-like technology experience using conversational interfaces, which includes solutions like chatbots, digital assistants and smart speakers, that this is more than a case of a technology looking for a problem to solve? Can we trust them to make our workplace experience better?
Like the many disruptive digital tools that preceded these solutions into the workplace, their mainstream use in our personal lives is an indicator of future demand. Unfortunately, in the case of conversational interfaces, reflecting on consumer behaviors makes it a little harder to predict what their killer application will be in the workplace. For example, a 2018 survey by Adobe found the most common smart speaker activities include asking for music (70 percent) and the weather forecast (64 percent).