What is the Difference Between Employee-Facing and Customer-Facing Bot?

Employee-facing bots are bots that are mainly used for internal purposes within a company or an organization. Examples of this are IT Support, HR Support, and Helpdesk. The employee-facing bot may even be used for employee onboarding and candidate assessment to decide a particular candidate’s fit within the organization. Having an employee facing bot re-creates the people process and breaks down bureaucratic procedures within the organization addressing any immediate concerns or questions of a particular employee.

Customer-facing bots interact with the company’s customers or end-users. E-commerce sites, for example, can utilize our chatbot when dealing with customer support, product returns, and product delivery among other things. A company may even utilize our chatbot and integrate with the company website to answer questions on hiring, company mission-vision, and history among other things. Our chatbot can even be used for capturing leads when end-users visit the website.  Integration for both employee and customer-facing bots is currently limited to Web chat and Facebook. We are working hard to include Slack integration in our future product release.

Rate this article

October 15, 2018 Joanie Ipili support

Leave a Comment