With the rapid development of AI technology, it has become a trend to integrate it into office OA products to improve efficiency and user experience. Based on practical work experience, this article delves into four common AI application scenarios in office OA products: intelligent assistants, intelligent meeting assistants, alarm robots, and project task robots.
Now in the Internet, AI is already a hot concept. Both inside and outside the industry are eager to try this sector.
On a macro level, bosses outside the industry regard AI as a good medicine for open source and cost reduction, and want to use cheap and easy-to-use AI to replace already cheap and easy-to-use employees. The boss of the Internet industry is more pragmatic, just want to make a product comparable to deepseek, which is really not good.
Macro ideas seem a bit flashy and sound unreliable. The micro is much easier to achieve, that is, based on its own products, sort out the functional scenarios, add AI entrances to each scene that can be related to artificial intelligence, and strongly “intelligentize” the product.
Therefore, for product managers, developing intelligent scenarios for business and integrating AI into products is also an important part of the work. Of course, business and business are also different, if the business in the vertical field is a stream, and the office scene is a vast ocean. Therefore, it is much easier and more likely to sort out intelligent scenarios in it.
Of course, I can’t list them all, so this article will start from actual work experience and talk about the application of several AI scenarios in office OA products.
1. Intelligent assistant
Among all AI scenarios, there is no doubt that it is intelligent question and answer. Not only in office OA business, but also in any business, users have the need to consult and ask questions, and the platform has the need to answer questions and collect questions. In office scenarios, users have more and more extensive questions, covering attendance, salary, leave, processes, contracts, training, etc.
To achieve these three challenges, product managers will only continue to appreciate
Good product managers are very scarce, and product managers who understand users, business, and data are still in demand when they go out of the Internet. On the contrary, if you only do simple communication, inefficient execution, and shallow thinking, I am afraid that you will not be able to go through the torrent of the next 3-5 years.
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If the customer service responds one-on-one online, for the customer service, it needs to be online at any time, and the work pressure is high and it is easy to answer inaccurately. For employees, the response efficiency is slow and the accuracy rate is not high. It was not a great experience for both parties.
But fortunately, the user’s questions are within the framework of the company’s system, the types of questions are easy to classify, and the answers are also standardized. This characteristic makes it easy to introduce robots for unified intelligent Q&A. This is also the reason why intelligent assistants have become the earliest and most widely used AI scenarios.
DingTalk Smart Assistant is a good example, which is an exclusive office service AI assistant for DingTalk enterprise organizations. Employee assistants provide notification push, self-service Q&A, employee service handling, data analysis and other capabilities in the form of natural language dialogue, focusing on providing intelligent and convenient services that are online 24 hours a day and on standby all year round for multiple daily work scenarios such as HR, IT, sales, and administration, effectively solving tedious and repetitive work, promoting enterprises to improve efficiency, reduce service and management costs, and help enterprises enter a new era of intelligent office management.
In DingTalk’s intelligent assistant, the main scenarios include single chat services, group chat services, scheduled notifications, self-service Q&A, manual transfer, etc.
The single chat service is mainly a service assistant that provides one-on-one single chat services to solve a large number of repetitive and high-frequency problem consultations.
The group chat service adds service assistant robots to different group types such as DingTalk full employee groups, department groups, and internal groups. If you encounter a problem in a group chat conversation, you can answer it at any time @bot.
Scheduled notifications are customized configurations that enterprises regularly push office reminders and announcements to employees. For example, punch notification, attendance statistics, training and learning reminders, approval and to-do and other matters that need to be delivered to employees in a timely manner.
Self-service Q&A is the most common function in smart assistants, which is actually very similar to the single chat service, but the content of the questions may be different. Independent Q&A is mainly for common process-oriented and knowledgeable questions in the daily office of enterprises. It is necessary for enterprises to configure a custom knowledge base, and the front-end to implement 7*24 enterprise online services.
There will definitely be a manual service in the smart assistant, which is actually a “bottom function”. No matter how intelligent the robot is, there will always be questions that cannot be answered. Then for complex problems that cannot be solved by robots, it supports manual processing and activates the internal customer service processing mechanism, which can also solve user needs.
In general, compared with traditional services, intelligent assistants have significant characteristics such as naturalness, convenience, timeliness, and convenience. For users, it is easy and fast to get answers and answers to questions; For enterprises, it reduces manual pressure, improves efficiency and reduces resource costs. At the same time, in the process, intelligent models are trained to understand and track hot issues that employees are concerned about.
2. Intelligent conference assistant
In office scenarios, online meetings are also an important function. Because I was responsible for docking with Tencent Conference and building an online conference system for internal office products before, I was familiar with online meetings, and I also found that Tencent Conference launched its own conference AI assistant.
Tencent Meeting Intelligent Conference Assistant is mainly aimed at online meeting scenarios, providing users with personalized reminders, summarizing meeting content, refining key information and other support to help improve meeting efficiency.
If you are an intern at the bottom of the food chain, the content of the meeting has little to do with you, but you need to understand and make meeting minutes, organize and issue meeting summaries after the meeting, and there is a lot of manual pressure. At this time, AI intelligent assistants are needed to help record the meeting, organize the meeting content in real time, and generate a rich and detailed meeting minutes after the meeting.
If you need to participate in this meeting, but you still have some urgent work to deal with and can only devote half of your energy to the meeting, you are worried about missing key information. At this time, the meeting assistant can help you intelligently transcribe and refine the current discussion points, organize the meeting to-do, and clarify the work to be followed. If you are afraid of missing someone cue you in the meeting, or miss the speech of an important leader, you can also set reminders through the intelligent assistant, when someone mentions “me”, the speaker you follow or the topic, the meeting assistant will automatically send a reminder to help keep up with the rhythm of the meeting.
Of course, if this will be important, you are fully engaged, actively participate in the discussion, and finally promote the decision-making, and the AI assistant is also a good helper. When you encounter terms or fields that you are not familiar with during the meeting discussion, you no longer need to search in a browser, and directly use AI Internet search to help you have a deeper understanding of the meeting topic. Of course, if there is brainstorming in the meeting, you need to give a plan for discussion in time, such as what should the name of the system be called, sometimes the human brain will suddenly stuck and have no ideas, at this time use AI assistants to generate content, co-create and promote discussion and decision-making, can make the meeting more efficient.
Friends who often meet know that most meetings are actually very inefficient, so there is still a lot of room for efficiency improvement in this scene. The intelligent conference assistant does dig deep into the scenario of online meetings, meet some of the pain points of users in meetings, and greatly improve the efficiency of meetings.
3. Alarm robot
In addition to some usage scenarios on the user side, there are actually scenarios where robots are used for development and operation personnel, the most typical of which is alarm robots. When an online service fails, notify relevant members to resolve the problem as soon as possible.
In the past, when there was a fault or abnormality online, the system would alert the relevant personnel through email, text message, phone call, etc., but such problems were sometimes difficult to deal with in time, and the communication and follow-up of relevant personnel were not efficient enough. When an enterprise cites an alarm robot, it can automatically create a group and add relevant responsible personnel to the group, and the relevant personnel can collaborate in real time and synchronize the progress in the group, which is convenient and efficient.
Taking the Feishu alarm robot as an example, after creating an alarm robot, whenever there is a fault or abnormality, the alarm robot will automatically initiate a group chat and add the relevant responsible personnel to the group to achieve communication synchronization. At the same time, the robot will automatically @ the corresponding person in charge in the group chat to accurately push the alarm to avoid a large number of repetitive invalid information and delays and omissions in alarm processing. After the problem is solved, it not only automatically modifies the group name status, but also precipitates fault handling experience and knowledge base to help review the accident.
4. Project task robot
Project task robots are actually a bit similar to alarm robots, except that one pushes alarm information and the other pushes project progress and task to-do.
When the requirements are created in the project management platform and the tasks are split, the task robot automatically pulls the group and adds relevant task people to the group, such as business parties, products, design, development, testing, etc. As the project is developed, at each point in the requirement life cycle, the robot automatically @ the corresponding task person, sends task to-do, and reminds the task progress.
This project task robot greatly reduces the work pressure of the project manager. Otherwise, under the traditional model, the project manager has to pay close attention to the demand status and gradually notify each person in charge. The emergence of project task robots can free up the time and energy of project managers, allowing project managers to pay more attention to problem solving and project efficiency.
5. Summary
AI is really popular now, and software and hardware are hoping to achieve some changes and innovations through AI. But as a business product, I don’t really know much about it. The functions of an AI that I am currently exposed to and participate in are actually more like collecting information, training models, and debugging and optimization. These AI functions in office scenarios are actually more like intelligent tools. It’s just that everyone is constantly exploring the scope of AI scenarios and promoting “AI+ in Internet software”.
But in any case, from the perspective of a product, it is a good thing that the software system has more intelligent scenarios, and the traditional software has new vitality, which also means that the value of what you do is higher. For a user, you have more “smart assistants” in work and life to help you improve efficiency in all aspects, and you also have more time to focus on life, which is also a good thing.
