Objection Handling Flashcards
get comfortable with common objections
Customer not interested in AI bot because they have workday: “We have Workday- and plan on using the Workday bot.”
Workday is a great system; however, the bot capabilities are fairly limited at
this time. A few things to keep in mind.
The Workday bot can only support requests that live inside of Workday vs other systems. So, for example, if you wanted to be able to create a case or look up information in ServiceNow the Workday bot could not support
this request. Many times, if an employee or manager needs to do something it crosses multiple systems (ie employment verification) change benefits etc. With Virtual Assistant we go across system and platforms vs just Workday alone.
Additionally, the WKDY bot
only supports 2 languages today. Virtual Assistant supports 108 languages.
Lastly, the WKDY bot is limited to a handful of actions where Virtual Assistant has successfully
deployed over 150 use cases supporting Workday. Keep in mind end employees do not think in terms of systems they think in terms of where they need support.
Customer not interested in AI bot because they have Service now: “We already have ServiceNow”
ServiceNow is a great system but a few things to keep in mind.
First, if you have SN for both HR and IT, the systems are not currently integrated so an employee will need to go to the correct SN repository or case management system to get the
appropriate support.
Second, what SN provides is a toolkit or bot framework when implementing the bot. This means most of the heavy lifting and set up for the SN bot falls
with the customer which is costly in terms of time and resources. With Virtual Assistant we take on the heavy lifting. There is no manual mapping that needs to be done by the customer.
Additionally, we cross over multiple SN environments while respecting the permissions for what a user can see for IT requests, and the often-complex permissions that exist with HR. A good example would be the ability to
support over 183 different time off policies. Virtual Assistant will serve up the right policy based on user credentials saving people time for having to search and hunt & Peck for the right information or policy.
From a customer objecting to our AI bot: “Seems like a lot of time/resources to implement”
Virtual Assistant takes on the heavy lifting for implementation. For a
deployment that supports multiple systems, knowledge base repositories,
implementation is 4-5 months. The resource constraints by the customer are minimal.
See the attached deck for our implementation overview & model
