Workgrid October Product Update- Launch of the Workgrid Chatbot!

Our product and development teams have been hard at work building, improving, and updating the Workgrid platform to help organizations like yours create intelligent, unified digital experiences that will make your employees more productive!

Starting this month, we will be communicating monthly product updates which will include new features, enhancements, bug fixes, and any other product changes you need to be aware of. Alongside a monthly blog series, we also plan on creating additional interactive content, so be on the lookout for webinars and videos.

October’s product announcement is packed full of new and exciting updates including the launch of the Workgrid Chatbot, check out the full product release round up below:

Launch of the Workgrid Chatbot

Workgrid’s Digital Employee Experience Platform (DEXP) now includes a friendly, natural language chatbot that provides employees with a more personalized experience for answering questions, finding information, linking to relevant documents, and automating common tasks and request.

Employees can easily interact with the Workgrid chatbot in two ways, either with the Workgrid mobile application or via the Workgrid web toolbar which can be conveniently integrated within any web application such as your intranet or employee portal.

A Multi-Use Chatbot

Workgrid's chatbot is designed to function as your centralized workplace chatbot. Rather than having separate chatbots for different functions, the Workgrid chatbot can answer questions across any line of business from HR, IT, Finance, Facilities, etc., and can even deliver personalized answers to each employee based on attributes such as their job function, office, department, etc.

If you're considering a chatbot, the Workgrid chatbot is packed with enterprise-grade features that will elevate your employee experience to a whole new level including:

Question and Answer (Q&A) Builder

In addition to out-of-the-box templated questions that just need to be populated with answers, Workgrid's question and answer (Q&A) builder provides organizations an easy-to-use interface for training your chatbot to respond to employees' commonly asked questions.

While other chatbot solutions rely on software developers to program and train a chatbot with questions and answers, Workgrid has built a platform that removes the complexity and time it takes to deploy a chatbot, putting the power of the bot into the hands of knowledge workers, with no programming experience required!

The chatbot Q&A feature enables chatbot administrators and content authors to add questions and answers to your workplace chatbot as easily as filling out an online form.

Managing your knowledge base is also a breeze. User can easily search for questions, view all questions, search by type, status, category, etc. There are also granular permissions, ensuring only the right individuals can answer, edit and create specific questions.

Small Talk

A chatbot that can serve as a resource to answer questions and perform tasks 24/7 needs to be friendly and understand natural language. Leveraging small talk allows your chatbot to understand common messages your chatbot may receive such as greetings ("how are you?"), random questions, or short snippets of conversation.

Workgrid’s chatbot comes prebuilt with a collection of Small Talk interactions. These interactions have been designed to enhance the user experience by enabling the chatbot to react to requests not related to the chatbot’s knowledge base.

The Workgrid Chatbot includes the following small talk interactions out of the box:

Greetings

If the user says “hello” (or similar), the chatbot will greet the user. If the user says “goodbye” (or similar), the chatbot will respond with a greeting such as “come back soon”, “bye”, “I enjoyed chatting with you”

Thank you responses

When the user says “thanks” (or similar), the chatbot will respond with one of the following:

  • “Delighted to help you!”

  • “You are very welcome.”

  • “Any time! I’m here to help.”

  • “Glad I was able to help!”

Error responses

When the user gives a response to indicate that that the chatbot didn’t respond to the request correctly, the chatbot will respond with one of the following phrases:

  • “Sorry I couldn’t have been more helpful today.”

  • “Sorry, looks like I have a bit more learning to do. Is there anything else I can help you with?”

  • “Sorry about that. Can I help you with anything else today?”

Chatbot Discoverability

An important aspect of a chatbot is ensuring that users understand what the chatbot can and can’t answer or perform. Because a good chatbot will continuously learn new information, users need an easy way to understand how and when a chatbot’s knowledge and capabilities have expanded.

The Workgrid chatbot includes built in dynamic support to help end users understand what is possible with the chatbot, such as what type of questions the end user can ask. Users can simply type “Learn more” or “Help” into the chatbot at any time to get the ‘Learn more’ prompt. Once activated, the chatbot dynamically suggests conversation topics to help the user understand what it knows or can do. The chatbot will rotate through which topics and tasks it shows to each user.

Audience-Targeted Responses

The key to a great chatbot is one that can provide personalized and contextual answers. Commonly asked questions across the enterprise frequently require different answers for different employees based on a range of attributes such as department, location and employee type (full time, part time, etc.).

With Workgrid, content authors can create different answers based on context, so the answer changes depending on the attributes of the person asking. Since the Workgrid chatbot already knows information about the employees chatting with it, including what office, state, and country they’re in; whether they’re a manager, or any other information available in an employee’s Workgrid user profile, it can respond with customized answers that make the users feel as though they’re getting responses personalized to them.

Chatbot Analytics

To continuously improve your chatbot and provide the experience your employees expect, one that drives value and serves as a helpful resource, you need to ensure that you can monitor and analyze your chatbot’s performance.

Workgrid has out-of-the-box chatbot analytics that help administrators monitor and optimize chatbot adoption and usage of the chatbot.

Workgrid’s out-of-the-box chatbot analytics includes data on:

  • Unique users: Individuals who chatted with the bot.

  • Unique messages: Messages sent to the bot.

  • Unique sessions: Bot interactions.

Chatbot Fallback

Chatbots are designed to be effective and efficient; however, they’re occasionally unable to find a suitable response. There are several reasons this could happen:

  • Poor model training

  • Confusing or short utterance

  • Unexpected errors in the system

To address this, Workgrid has built what is known as a fallback search. Instead of just returning a blanket “Sorry, we cannot find an answer” response, the Workgrid chatbot makes use of a fallback search process that offers the most likely possible answers.

The Workgrid chatbot is available to all customers starting 10/01/2019.

Platform Updates

We’ve also made various enhancements and updates to the Workgrid digital employee experience platform (DEXP) in order to continue offering our customers a scalable solution that aligns with the needs of enterprises of all sizes.

New developments include:

  • Additional data residency zone added in Europe

  • Connector logs- space administrators now have the ability to view connector logs in the Workgrid Console for both custom and cloud Connectors. Connector logs are retained for a rolling two-week window. This provides visibility into audience resolution and for developers to be able to monitor job status or for troubleshooting purposes.

Want to see Workgrid’s chatbot in action?

Be sure to register for our upcoming webinar on Wednesday, November 6th at 10:00AM PT/ 1:00PM ET