Chatbots and voice assistants are gaining traction in the workplace

pulse

April 2, 2018 3:45 PM

AI-powered chatbots and voice assistants are still nascent technologies, but they're starting to gain traction in the workplace

This story was delivered to BI Intelligence subscribers hours before appearing on Business Insider. To be the first to know, please .

according

Chatbots and voice assistants are used mainly by IT departments and for simple tasks like voice dictation.
Fifty-three percent of organizations using AI-powered chatbots or voice assistants implement them within their IT department, well above the share using them in administrative management, customer service support, marketing, and sales. Among companies currently using the tech, 46% tap them for voice-to-text dictation, while 26% use them for team collaboration and 24% use them for employee calendar management.
Consumer-facing voice assistants like Amazon's Alexa and Google Assistant are losing the workplace to Cortana.
Of the businesses that have implemented a chatbot or voice assistant in the workplace, 49% are using Microsoft’s Cortana and 47% are using Apple’s Siri. Implementation of Google Assistant and Amazon’s Alexa trails further behind, with 23% of businesses using Google Assistant and just 13% using Alexa.

Chatbots and voice assistants have the potential to become an indispensable part of the workplace, but the technology will need to advance, and new and compelling use cases will need to come to light. Fifty-nine percent of respondents said the tech misunderstands requests and the nuances of human dialogue, while 30% find that the technology executes inaccurate commands. Meanwhile, among businesses that have yet to tap into AI-powered chatbots and voice assistants, 50% say it’s because of the lack of use cases.

pulse