Botteja Oy was founded by Harri Messo in 2018. Harri Messo previously served as a digital consultant for various industrial companies, where he was involved in streamlining the core processes of businesses. After working on various interesting projects, Harri Messo soon discovered that working as a consultant was no longer the right path for him. He decided that it was time to start his own company, and that is how Botteja was born. Botteja provides software solutions for streamlining industrial processes using innovative technologies, such as chatbots. Botteja helps small start-ups as well as major industrial companies to digitize their business processes. “Streamlining business processes always starts with the needs of the customer and the end-user, which is why it is important to conduct a process evaluation. After the evaluation, we discuss the possible solutions together with the customer,” says Harri Messo.

“Streamlining processes requires the adoption of data, technology and new ways of working by utilising chatbots,” says Harri Messo.

Chatbots have not been fully utilized, and their potential is yet to be recognized,” says Harri Messo. A chatbot is an interface based on artificial intelligence, machine learning, and natural language processing. Artificial intelligence refers to machines or computers that simulate human intelligence and cognitive functions associated with the human mind, such as learning and problem-solving (Yin et al., 2018). Intelligent and hybrid chatbots are based on artificial intelligence. In addition, hybrid chatbots can also use machine learning, which means that the chatbot constantly learns about human interaction. According to Sebag (2014), machine learning was at the core of artificial intelligence even before the term was coined. Machine learning can be used for multiple purposes, from Internet searches to social media recommendation systems, which can, in turn, be used to support sales and marketing in businesses. Machine learning systems are used to recognize targets, to turn speech into text, and to customize news, messages, and products that specific customers might be interested in (Lohi, 2018). An intelligent chatbot allows the user to write their own questions and answers. The chatbot interprets and understands a conversation and is able to communicate with the user. However, the response options are usually pre-determined. Hybrid chatbots are slightly more advanced than intelligent chatbots. Hybrid chatbots are able to interpret free text, and their artificial intelligence enables smoother interaction between the user and the chatbot. Botteja Oy develops, for example, software robotics, where the bot can serve as a tool on the desktop and help the employee with data processing. The use of natural language processing in chatbots means that the chatbot analyses natural language based on collected text and speech data. This way, chatbots become more intelligent and are able to support employees in their tasks.

Chatbots as problem-solvers 

New technologies can be best utilized when we understand a particular business process as a whole. We can use chatbots in the process or create completely new solutions by integrating new technologies into the company’s systems. The unbeatable advantage of chatbots over humans lies in their ability to learn and remember. A chatbot learns from every conversation, constantly increasing its knowledge of you, your tasks, and your work history, as well as other people like you. So next time, the chatbot will know what kind of things you were working on the last time, or what you have previously searched for. Harri Messo takes service centers for start-ups and entrepreneurs as an example, where a business advisor always goes through the same basic questions with people who are thinking about starting their own business: what types of businesses are available, where can I get finance to start a business, who are my key clients, and where does my turnover come from? “A chatbot would be particularly useful in covering the basics in this type of situation,” says Harri Messo. “We have developed these types of chatbots before, which allow, the customer to go through the basic questions with the chatbot before making an appointment with a business advisor.  The information is then sent to the customer and the business advisor. For example, the chatbot can advise a customer on the basics of starting up a business, or even provide information on available premises, if needed. This type of customer service solution is suitable for any field. Our chatbots differ from competitors in that they are problem-based and built with very precise operating models. They are used to support customer service, for example, through queries; asking how the customer wants to be contacted: by email, phone, WhatsApp or other means. The customer can simply tick a box, and they do not need to stay on hold if all the customer service lines are busy. In addition, we provide excellent interface solutions and ready-to-use models which are easy to integrate into various systems,” says Harri Messo.

Gamify your recruitment process with the RecruitmentChatbot

Why not implement a gamified recruitment process that would better serve both your company and the job applicant? It’s simple: the applicant finds the job posting on your website and clicks on it. The chatbot starts a dialogue with the applicant, asking if they are interested in a particular position, and asks them to answer a few questions concerning the job. The questions are multiple-choice questions, which are quick and easy to answer, and at the same time, the applicant creates a profile and starts filling in their application.  The applicant receives points for their responses. In addition, the applicant also receives information about other applicants (e.g. 10 candidates have applied for this position, 5 of them have been eliminated, but you are still in the running). The recruitment process itself is already about competing for a job, but if the process is visually well-executed and it facilitates the recruitment process. The process eliminates some of the candidates, and the recruiting company gets to focus on the best candidates in interview time. In addition, applicants are better able to follow and react to the different stages of the recruitment process. “Gamification provides a great addition to the recruitment process, and chatbots make the recruitment process more efficient. Especially nowadays, when recruiting is global, companies are trying to reach more applicants, and the process is becoming more transparent for international jobseekers. This is one example of the chatbot applications we have developed,” says Harri Messo.

Botteja Oy uses the Gamecoast network to find partners who could utilize the company’s existing chatbot interfaces, and use the data collected by the chatbots and process it for their own business. Botteja Oy implements various business solutions to meet companies’ needs through its network, which is why partners and subcontractors are important. The company aims to grow and strengthen its position as a provider of chatbot software and robotics solutions and to grow its business and recruit more staff in the future. Harri Messo sees gamification as one of the key elements in chatbot interface design.

Writer Pirita Ihamäki and translation Lingo