Digital workers are invading the enterprise — and that’s not a bad thing

The technology behind LogMeIn’s Bishop came out of an acquisition of Nanorep, an Israeli chatbot company. And it’s also used to power LogMeIn’s Bold360, a customer engagement product.

“When we got Nanorep, we wanted to roll it out to, one, deliver the service to customers, and, two, to do what we called dogfooding, which is essentially using our own products to improve our own users’ experience,” Pitt said.

Kate Leggett

More than dogfooding, Pitt provides an example of how the distinction between a strategy for internal versus external customers is disappearing. “More and more as we’re focusing on employee engagement and the importance of employee engagement, they’re really two sides of the same coin,” said Kate Leggett, vice president and principal analyst at Forrester Research.

Leggett said customers, regardless of whether they’re internal or external, want easy access to information, an easy resolution to their problem, and self-service as their first point of contact.

Digital workers such as Amelia and Bishop take things a step further: They are examples of self-service channels powered “Which means that your human agents may have to be upleveled, they have to be coached differently, they may have to be educated differently,” she said. “The nature of work is really changing.”