A Beginner’s Guide to Bot as a Service (BaaS) Transformation
Technology like Bot as a Service is the delivery of business solutions managed off-premises by the service provider for a specific business benefit. The system architecture and service availability are subject to the specific needs of a business, providing a cost-effective way for businesses to equip themselves with relevant technology without the risk of a huge capital investment.
What is Bot as a Service (BaaS)?
Infrastructure as a Service (IaaS) and Software as a Service (SaaS) are some examples of managed technology solutions availed by businesses to achieve desired outcomes. Bot as a Service (BaaS) is also known as Robot as a Service (RaaS) and gives businesses an edge in handling their communications with chatbots, RPA bots, voice bots, IVRS, etc., in a pay-as-you-go manner. The bot does not require a license or a separate technical team to maintain the technology. BaaS is also an effective solution to automate Backend as a Service for companies that handle complex processes at their back-end operations.
Bot as a Service (BaaS) has become more popular over the past decade, with advancements in AI bringing new uses cases and business benefits. This growth is due to businesses continuously revising their digital transformation strategy by leveraging emerging technologies at minimal complexity. Bot as a Service, however, still faces challenges like cloud adoption and data privacy in many EU corporations.
Using Azure Bot as a Service, you can harness the many Microsoft enterprise applications and integrations to customize your BaaS capabilities.
What Bots are Recommended as a Service?
With the increased access to the best software, low code platforms and content libraries, developing complex conversational AI bots have also become more rampant. There are many kinds of bots like social media bots, web crawling bots, scraping bots, virtual assistants, etc. But the most sought-after business solutions are chat bots and RPA bots. RPA bots and chatbots are often offered as a managed cloud-based service rather than an in-house infrastructure. With advanced AI, these bots can automate manual tasks, reducing the complexity of inhouse operations and enabling improved communications with customers and within the organization.
The more advanced your AI powered bot, the less human intervention required to run operations effectively.
Let’s look at types of conversational AI bots used to improve the efficiency of business processes.
Chatbot as a Service
Chatbot as a Service is also called Chatbot SaaS and allows businesses to employ chatbot functionalities without difficulty. Built using existing templates on low-code/no-code platforms, chatbots have various functions as call centre agent, employee support assistance, shopping assistance, etc.
Chatbot as a service is a type of software solution that makes information available from machines in a conversational, natural manner via voice and text. Chatbots use natural language processing (NLP) to empathize with humans and understand their intent. Chatbots generate responses and suggestions based on AI capabilities & ML training models embedded into their core architecture.
Chatbots feature a host of applications in healthcare, BPO, finance, travel, and real estate domains, making it easier for users to find answers to their queries quickly. They are used to answer FAQs, provide 24/7 customer support services, generate leads, and identify customer behaviour.
Some popular chatbot services providers are:
RPA Bot as a Service
The RPA ecosystem is a rapidly growing global enterprise software segment with a revenue expected to rise from $846 million in 2018 to reach $11 billion by the year 2027.
RPA bot as a Service is also known as RPAaaS, being an outsourcing process of complex tasks to an intelligent virtual machine for automation. Leveraging computer vision and machine learning, the AI powered RPA bot can run repetitive, time-consuming rule-based tasks effortlessly on the cloud. This saves time and resources spent on specific business functions, thereby enriching user experiences and overall organizational efficiency.
System integration firms and insurance companies can benefit largely from this technology. An example of RPA automation is the use of RPA bots built on the Agro Labs low code platform to generate reports from Excel, SAP and email activities. The RPA bot reduced monthly reporting time by 60 hours within the first 60 days of implementation.
Some RPAaaS service providers are:
Web Scraper as a Service
Websites are frequently being updated, changing their layout and optimizing for better visibility. This becomes difficult for businesses to extract crucial data. Web scraping businesses are built on identifying data sets required for their clients to build autonomous web scraping tools. These web scrapers ensure that clients have access to the latest data. To enable such Data as a Service benefits, fintech companies and hedge funds use the technology to stay ahead of public markets.
Web scrapers help in optimizing web portals for better visibility and performance using extracted data.
What are the Benefits of BaaS?
Bot as a Service empowers businesses with the scope to implement RPA or virtual bot capacities hosted via cloud with many big benefits:
No installation or deployment hassles
Customized bot skills according to user needs
No technical staff required
BaaS are mostly no-code platforms
Consumption based pricing
Outcome based pricing options
Some benefits of opting for Azure bot services integrated with Microsoft business solutions are as below:
What are Some Challenges of Implementing BaaS?
Bot as a Service is a cloud-based technology solution and thus comes with some common challenges, like:
1. Data security:
Most cloud services store valuable business data like security keys, partner data, customer data and employee data on a vast hosting domain that is prone to breaches, identity theft or hacks. Although BaaS providers also offer data privacy tools for data encryption in line with the best cybersecurity practices, cloud is often vulnerable to threats.
2. Cloud adoption:
Many businesses are yet to adopt a cloud-first approach. Most systems and processes are still dependent on physical infrastructure. According to a survey from 2020, 8% of organizations still use native IT environments on-premises. Business looking to adopt BaaS must set up a cloud backup to ensure a smooth transitioning between on-premises to a managed service.
BaaS solutions mitigate the above-mentioned risks by incorporating data privacy practices and secure APIs for hybrid automation, which is a combination of on-premises and cloud architecture.
Bot as a Service is already gaining significant traction as a preferred solution for many businesses across diverse verticals.
Factors that influence the adoption of BaaS in the future may include:
Businesses need RPA & chatbots for task automation
Advancement and integration of computer vision
Sentiment analysis becomes a top priority
Natural language processing opens new market opportunities
Advanced AI accelerates bot development and adoption
Customer expectations for omni-channel experiences when interacting with businesses
Digital transformation is a top priority for almost every business looking to gain a competitive advantage in their niche. With focus on faster and error-free services, RPA and chatbots are an effective addition to a company’s resources for operational excellence.
If you want to leverage our expertise in building conversational bots, smart virtual agents and intelligent enterprise communications powered by AI, look no further.
Business longevity is met when IT facilitates system changes required to compete and thrive as a leader in industry. I write about digital assets and how businesses can leverage capabilities of AI, cloud and edge computing for strategic transformation.
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