21/07/2025
As business applications evolve from basic operational tools into intelligent, connected ecosystems, two capabilities are becoming increasingly critical: real-time communication and intelligent automation. These features not only improve day-to-day productivity, but also elevate user experience and decision-making.
Amol Maheshwari, a Getronics Applications Architect, explains why in-app messaging and AI enabled chatbots are quickly becoming some of the most important features of contemporary business practices.
In-App Messaging: Driving Seamless Communication
In-app messaging has become a core feature in modern business applications, enabling users, whether employees, partners, or external stakeholders, to communicate and collaborate within the same platform where work happens.
Key advantages include:
- Real-time support and guidance within workflows
- Automated alerts and reminders for deadlines, approvals, or system events
- Faster collaboration, reducing reliance on traditional channels like email
By keeping conversations contextual and within the application itself, in-app messaging improves responsiveness, eliminates context switching, and boosts overall productivity. For internal teams, this leads to quicker resolutions, reduced manual coordination, and higher user satisfaction.
AI Enabled Chatbot with Generative AI (LLMs)
The integration of an AI enabled chatbot, especially those powered by Large Language Models (LLMs), Gen AI, Con AI, is transforming how users interact with business applications. These chatbots are capable of handling complex queries, performing task automation, and even engaging in human-like conversations.
Key benefits include:
- 24/7 Smart assistance: Handles repetitive queries and tasks such as submitting leave requests, checking ticket statuses, or answering policy questions, reducing the load on human teams.
- Contextual workflow execution: Integrated directly with business systems (e.g., CRM, ERP, ITSM), the chatbot can initiate or complete actions such as booking meetings, generating reports, or updating records.
- Human-in-the-loop (HITL): When queries go beyond the bot’s capability, edge cases or require judgment, the chatbot can seamlessly escalate to a human expert, combining efficiency with accuracy.
- Multilingual and inclusive: Supports a global user base by understanding and responding in multiple languages, making the experience accessible to all.
- Continuous learning and personalisation: Generative AI models improve over time, learning from interactions and fine-tuning their responses to provide more personalised and relevant outputs.
- Ticketing system integration: Chatbots can be deeply integrated with ITSM tools like ServiceNow or Zendesk, automatically identifying issue types, raising tickets, updating statuses, and resolving common incidents, all through a simple conversational interface.
If you’d like to find out more about how in-app messaging and AI enabled chatbots can be a benefit to your organisation, start a conversation with Getronics. We’ve got the experience, expertise, and enthusiasm to help.
