The annual workplace bot survey of 2017 reveals increasing employee preference for messaging over traditional communication methods, with 67% expecting to message businesses more in the coming years. Companies are urged to adopt bots as a solution to handle the growing demand for automated communications, which will improve employee interactions and efficiency. Future research is recommended to explore specific use cases, benefits, and necessary resources for successful bot implementation in enterprises.

1. Results: Annual Workplace
Bot Survey 2017

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Guest Speaker
Tony Lucas
Co-Founder and CEO
Converse.ai

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About ServiceRocket

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Agenda
● The why and what of workplace bots
● Results of the Annual Workplace Bot Survey
● Plans for future research
● How to get started in bots

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Why We Did This Research
Insights Ideas for
Action
Benchmarking

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56% 76%
53%
Say they are more likely to
shop with a business they can
message directly.
Messaging has improved their
lives (simpler, more ongoing,
easier for groups, more
frequent, more thoughtful)
Expect their messaging to
increase in the next two years
Message more today than they
did two years ago.
Why Bots?
59%
Source: Facebook IQ
“More Than a Message: The
Evolution of Conversation”
67%Say they will message with
businesses more in the next
two years.

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Generations don’t matter
Millenials
Prefer to message than to call or email
when messaging one-to-one or with a
group
65%
GenXers
Prefer to message than to call or email
when messaging one-to-one or with a
group
Baby Boomers
Prefer to message than to call or email
when messaging one-to-one or with a
group
65% 63%
Source: Facebook IQ
More Than a Message the Evolution of
Conversation

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Messaging Apps Are Taking Over
ComScore Says
Time spent on phones in Messaging
apps
91%
Flurry Analytics Says
Year-over-year growth in mobile
messaging apps since 2015
Messaging App Report
The top four messaging apps
(Messenger, WhatsApp, WeChat, and
Viber) have more monthly active users
than the top four social networking
apps (Facebook, Twitter, Instagram,
Google+)
394% 4
Source:
https://qz.com/596981/whatsap
p-is-finally-making-a-key-move-t
hat-will-change-how-we-use-ch
at/
Source:
https://medium.com/hijiffy/10-gr
aphs-that-show-the-immense-p
ower-of-messaging-apps-4a413
85b24d6

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What does this mean for the enterprise?
● People are communicating more in messaging apps and expecting
to interact with companies using this new interface.
● Soon people will demand to interact at work through messaging.
● This flood of communications will demand automation.
● This is where bots come into play.

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What is a chatbot?
A bot is a new interface that exposes a service, much like a
browser or a mobile app is an interface that people use to
access a service.
- Amir Shevat
Designing Bots: Creating Conversational Experiences

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Questions employees ask. All. Day. Long.
“Can I book leave time on 24 and 25 January?”
“Could someone fix the door in building 4 on the east wing?”
“I’d like to book a conference room on Friday at 10am in building 4 that
has video.”
“I found a bug on our website. The contact us form does not work?”
“How do I refer a friend for a job?”
“When is my next management development course?”
“When is my next appointment with my boss?”

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Why We Did This Research
Insights Ideas for
Action
Benchmarking

15. The Results

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Industry

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Job Function

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Company Size

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Communications Platform

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Familiar with Common Use Cases

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Investigating Use of Bots

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Which Department is Investigating

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Capabilities to Plan and Execute Bot Strategy

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Have the Tools to Develop and Implement

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Have a Team Developing At Least One Bot Now

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At Least One Bot in Pilot Now

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At Least One Bot Employees Use Now

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Bots Strategic Part of Employee Experience

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21% 20%
3%
Worried about bots replacing
my job.
Are bots going to be a lot to
manage? Depend on 3rd party.
What resources are needed?
Reskilling L1 Support.
I still really don’t know what a
bot is.
Do they work? Are they
effective? Will there be a
positive return?
Concerns
47%
9%Security concerns with the
data exchanged (through 3rd
parties or through Workplace)

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Areas of Future Research
● Expand beyond early adopters
● Specific use cases
● Results / outcomes / benefits realized
● Business case arguments
● Costs and resources needed
● More interviews and focus groups
● …
● …
● …
●

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Actions to Take
● Think: How can we help answer employee questions in a more
automated way?
● Make a list of possible examples
● Keep examples / use cases as simple as possible
● Work with IT / Someone who understands Workplace API
● Maybe work with a Workplace Partner (Converse.ai and
ServiceRocket and Others)
● Prioritize the list from above
● Do one at a time

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