7 Effective Chatbot Use Cases Across Industries + Examples

A customer service chatbot helps your business answer queries and provide 24/7 support for clients. These chatbots assist your visitors, help them find what they’re looking for, and guide them through your site, all done in a natural language. Customer service bots resolve client queries such as answering FAQs or following up on a shipment status. These bots should help increase user engagement and satisfaction with their timely answers. Thus, chatbots are important part of conversational commerce strategies of companies.

You can send the confirmation number to your client straight after their order is processed. Let’s say you run a business with online courses for a variety of professions. Someone interested in painting classes visits your website but can’t find the course that would suit their needs. This automation allows your human resources team to focus on more nuanced aspects of hiring, ensuring you find the best talent for your organization.

The chatbot would ask them their destination, number of guests, and the time frame to book them a flight or a hotel room based on the given inputs. Chatbot, for instance, sells a tracking chatbot that uses API to connect with a business’ various ERP systems to inform users about their orders’ delivery status. Evabot is a gifting chatbot that specializes in personalized gift recommendations. It starts by asking the user about their budget, and about the person whom they are getting the gift for, such as their age, gender, preferences, allergies, and so forth. Helpdesk functionality can be easily embedded in a bot that can create/assign cases, notify users of updates and answer users’ questions.

Customers don’t have time to waste, so your chatbot must respond to them as quickly as possible. It shouldn’t just respond quickly in vain but should provide relevant answers to their questions. It should be easy to navigate the platform when building your chatbot. It should have an interactive web-based tool for designing and setting parameters for the chatbot. If you’re not satisfied with what you’ve created, you should be able to restart the development process and build on previously developed components. You can deploy your Landbot chatbot on your website or WhatsApp business page.

This means that Seattle Ballooning can provide personalized services throughout the purchase process. In this way, Seattle Ballooning markets in the most effective way—to their most  receptive audience already looking for purchase guidance. Customers have to go through their email to find the shipping number of the product they bought, then go to the company’s website from where they bought the product. Then they have to go to the delivery service’s website to enter the shipping number. For example, PVR Cinemas own one of the largest chains of movie theatres in India. And on their website, you’ll find a chatbot that helps visitors quickly book movie tickets, view offers, and leave feedback.

Chatbot use cases for customer service and support

And this is one of the chatbot use cases in healthcare that can be connected with some of the other medical chatbot’s features. It’s also very quick and simple to set up the bot, so any one of your patients can do this in under five minutes. The chatbot instructs the user how to add their medication and give details about dosing times and amounts. Straight after all that is set, the patient will start getting friendly reminders about their medication at the set times, so their health can start improving progressively.

• Companies have made it so difficult to talk to a person that customers — especially younger people — have started to internalize the idea of a phone call as a premium product.
• While a customer is learning about a company’s products/services through their chatbot, this is when the chatbot can show the person an attractive upsell/down-sell offer.
• Prior to the event, they hype it up by marketing, in hopes of attracting as big an audience as possible.
• Collecting feedback is one of the most common use cases for chatbots.
• Customers can use chatbots to order goods without navigating through the website.

Imagine, a furious user who just wants to tell you everything that they think of you (well, it happens to every brand), just let them speak to your chatbot. One of the reasons why businesses go for a chatbot solution is plain simple – they need some(one)thing to reply to users 24/7. This is not necessarily about solving issues (which of course is always desirable) but actually, letting visitors know that their question has been taken into account and would be answered ASAP. The best part is that your agents will have more time to handle complex queries and your customer service queues will shrink in numbers.

Start your chatbot journey with a free 14-day trial of Freshchat today and experience the benefits of automated, intelligent customer engagement. Additionally, chatbots can help customers keep track of their finances. For example, they can notify customers when a bill is due or a payment is processed.

You might want to consider starting with user tests before creating a bot. …you should see an increase in customer satisfaction of around 5 to 15%. If you’re looking to get educated about them in detail, feel free to contact us, and we can take you Chat GPT on a bot-i-ful journey and help you understand its use cases in depth. It wanted to circulate its content in a better way and make it available to users whenever they needed it. The conversion ratio was not up to the mark and the revenue suffered.

Industry-specific chatbot solutions

Finally, if you decide to build your own chatbot, we have a comprehensive, up-to-date list of all chatbot platforms and voice bot platforms so your company can build its own conversation AI system. While some platforms require technical skills, others can be tackled by non-coders. Most online retailer platforms today have chatbots that ask users the product ID to instantly give them the shipping status of their orders.

Implement an AI chatbot as a personal shopping assistant to enhance your customer experience. They offer an innovative way businesses can guide potential customers towards action, such as subscribing to a service or purchasing. Businesses of all sizes have benefited immensely from adopting AI-powered chatbots in their operations, experiencing improved efficiency, lower operational costs, and enhanced customer satisfaction.

A chatbot can prevent it from happening (or, at least, try to do so) by reminding visitors about the products in the cart and offering a discount coupon. It is an effective way to reach those who have expressed an interest in your company or brand. Some studies suggest that chatbots can handle up to 69% of conversations. While this number might seem impossible, it certainly shows that these tools can give you a hand in a day-to-day job. And while being online 24/7 is important, replying quickly is another thing that visitors appreciate. In fact, 90% of customers rate an “immediate” response as essential or very important when they have a customer service question.

This can save you customer support costs and improve the speed of response to boost user experience. The most popular use of chatbots is to provide quick answers in an emergency. However, organizations that don’t offer 24-hour support won’t provide answers when the office is closed. By using robust customer services chatbots when your business is closed, customers still gain access to the information they need, efficiently. This is increasingly important as studies continue to show that while customers expect a response between 0-4 hours, brands typically take 10 hours to respond.

Once the chatbot is set up, the company can add it to their event’s webpage and/or app then let it interact with customers. Implementing them now will give you ample time to test their abilities and integrate them properly into your customer experience strategies. Customers expect chatbots to help them with practical issues, such as getting a quick answer in an emergency or finding a human assistant. In 2023, businesses may need to embrace not only text chatbots but also voice assistants due to their increasing popularity.

AI chatbots with natural language processing (NLP) and machine learning help boost your support agents’ productivity and efficiency using human language analysis. You can train your bots to understand the language specific to your industry and the different ways people can ask questions. So, if you’re selling IT products, then your chatbots can learn some of the technical terms needed to effectively help your clients. Very well said about how chatbots are shaping and being portrayed in the world of Business Administration these days.

You can add your logos and images and change the design to fit the colors of your brand. Messaging reduces the number of steps in a funnel, it’s faster, asynchronous and, if necessary, can have human agents step in to close the deal. There is a big difference between social media campaigns and for example, capturing leads on your website. This can cost you about 0.5 FTE to maintain and train the AI — at least with a cloud-based solution.

Another reason why companies adopt chatbot solutions is their capability to answer repetitive questions. If a bot could handle a part of your support team’s tasks, they would be able to focus on more important queries and optimize their time. While there are potential disadvantages to using chatbots on your website, they’re often easily mitigated with proactive strategies and proper guardrails. The potential benefits greatly outweigh these cons, offering the potential for improved customer experiences, streamlined agent workflows, and cost savings. If customers ask about the materials used to manufacture a product, for example, they likely have a purchase intent and are researching a buying decision.

This can add up to a significant amount if you have many customers that’ll need support at some point. The price you’ll pay depends on several factors including the number of chatbots and the volume of conversations. For dedicated apps, it’s good to first ask the question “does this fix a problem for my customer or improve my product?

Many free chatbots lack the kind of sophisticated software that can benefit businesses and may lack the advanced security measures crucial for protecting your business and your customers’ data. You can foun additiona information about ai customer service and artificial intelligence and NLP. Some chatbots, for example, may offer product recommendations based on a user’s browsing activity or past purchases. This option can increase on-site purchases without even requiring a live agent.

For example, asking customer details before connecting to a human agent. He often cracks hilarious jokes and lightens everyone’s mood in the team. Since TechCrunch has a lengthy directory of content, it facilitates users to customize the experience based on their preferences.

They also allow scalability to handle high traffic, help create personalized interactions, and provide assistance in sales and lead generation. It enables you to create bots for Messenger, Telegram, and Viber without any programming knowledge. With Chatfuel, you can quickly and easily create engaging chatbots that provide a great user experience. Chatbots can interact with customers on multiple channels simultaneously.

It then scrapes the web to find the most relevant and popular gift based on the inputs provided by the user, and online metrics, such as an item popularity, online reviews, and so on. Customers can use chatbots to order goods without navigating through the website. All facilities related requests can be collected by a chatbot that will also notify users as their requests are completed.

It will send your message to everyone on the list and then keep track of who responds. Say No to customer waiting times, achieve 10X faster resolutions, and ensure maximum satisfaction for your valuable customers with REVE Chat. They can also integrate with existing learning management systems or knowledge bases to provide access to relevant resources and training modules.

Every single year, the interaction between customers and chatbots keeps increasing. As a result, companies and businesses can start utilizing chatbot use cases to their full potential, thus reducing their operational costs and increasing their sales. All this, in the end, will show a significant positive result in the net revenues and profits of the company. For this reason, there are many tools and strategies a company can use to generate product recommendations. This boosts conversations much more than forms as the visitor is also engaged in the conversation and getting an appropriate response to their questions.

In response to customers’ expectations for quick and personalized assistance to raise their experiences, chatbots become a valuable resource, effectively meeting these demands. Let’s take a look at the most popular chatbot use cases for customer service. AI chatbots can help your customers place orders and process payments. It’s a valuable functionality that can boost sales and improve the overall customer experience. One more way to ease this process is by asking for feedback via a chatbot. In fact, 36% of customers are willing to share their customer service experience, so give them an opportunity to do so with a chatbot.

Since CISS supports a wide range of specialties, task assignments must be accurate so support requests are handled promptly. Your customer can interact with the chatbot using natural language, making the experience intuitive and user-friendly. Appointment scheduling chatbots reduce the need for manual intervention in appointment booking, saving time for both customers and businesses. Chatbots streamline the process of booking appointments for various services by enabling users to book appointments conveniently through conversational interfaces. These chatbots typically integrate with the business’s scheduling system, allowing users to check availability, select preferred dates and times, and confirm bookings seamlessly.

You still need to factor in the costs of running and maintaining the bot. As one of the largest rail companies in the US, AMTRAK witnesses thousands of visitors every day. They have more than 20,000 employees and 30 million passengers a year. Click on the Channels and connect your social media in less than 2 minutes.

Dominos eases the process of ordering a pizza with a bot

Chatbots can help physicians, patients, and nurses with better organization of a patient’s pathway to a healthy life. Nothing can replace a real doctor’s consultation, but virtual assistants can help with medication management and scheduling appointments. Zalando uses its chatbots to provide instant order tracking straight after the customer makes a purchase. And the UPS chatbot retrieves the delivery information for the client via Facebook Messenger chat, Skype, Google Assistant, or Alexa.

80% of businesses are expected to have some sort of chatbot automation. Learn how a Finnish media conglomerate autoomates 86% of customer service with LeadDesk’s chatbot and gives customers power to manage their subscriptions automatically 24/7. Other companies who deal with many different products (or even just a few) can apply this chatbot use case to quickly answer customer requests for price quotes. For software companies, teaching new customers to know how to use software or tools is very important to converting new (or trial) customers to loyal customers. That’s because, unless customers understand how to use the product/service, they won’t use it.

Projections indicate that the number of voice chatbots is expected to exceed 8 billion by 2023. This use case can be beneficial for those who want their bot to schedule demo calls, beauty visits, doctor appointments, or make reservations. So if you are doing a lot of booking/scheduling when interacting with users, think about taking this repetitive work from your support team’s shoulders and placing it on the chatbot’s. For instance, if a user has a technical problem, then connecting them to a tech support team right away could save you and your customers time.

They reduce the need for customers to reach out to support teams for order inquiries. Voice chatbots are all about facilitating your users with a seamless experience with your business. They are one of the important conversational banking trends adopted by many banks. Customer service is one of the vital business functions where chatbots have a great impact. As customers are always looking to get quick solutions and personalized help that will boost their experience, chatbots are a valuable asset. Even if a customer doesn’t buy a product, a chatbot can still try to get their email address and try to schedule a demo.

Chatbots are valuable tools for businesses looking to streamline and enhance customer engagement. As artificial intelligence evolves, live chat solutions are being solved with companies using chatbots instead of a real person. With machine learning, bots are understanding natural language to engage in conversational AI with customers. This ability to offer around-the-clock live chat customer service chatbots increases customer satisfaction and is a great way for companies to satisfy their customer’s expectations. These AI-powered virtual assistants offer a diverse range of chatbot use cases that optimize customer interactions, boost sales, and streamline operations.

This frees their customer support team to cater to those customers who need support for more complex problems. A conversational chatbot, on the other hand, is designed to understand and respond to a conversation in a natural, human-like manner. To be able to do this, the chatbot is equipped with artificial intelligence and access to knowledge databases and other information so it can become ‘contextually aware’. Once it is contextually aware, it can pick up variations in a customers question/query/response and give relevant answers in a more human-like way. The use of chatbots in customer service is instrumental, as they play a significant role in making a considerable impact on this essential business function.

Here’s an example of the National Geographic chatbot use case engaging visitors through a quiz and getting them interested in their Almanac eBook, which they give participants at a 10% discount. AmTrak, a railroad service in U.S.A and Canada, has used this chatbot use case. Hiver, a service that provides shared-email services to companies, does this job beautifully. In fact, you can ‘bake’ this function right into the chatbot’s chat window with an option clearly labeled ‘get a free refund’. And of course, in the same way, a chatbot can make a refund, it can also process item exchanges as well.

There is really no excuse for making your customer wait and your agents answer repetitive questions over and over again. This way, they’re making the healthcare system more accessible for people, even those who normally can’t afford the medical bills. Others want one for a different purpose, so let’s look at bot ideas focused on the medical, financial, and education sectors. And studies show that about 75% of buyers prefer to shop in their language. On top of that, over 90% of shoppers say that immediate response is crucial when they have a customer support question.

It asks potential customers about their business goals and assigns them to specific customer service or sales agents. People are much more likely to talk about their needs and goals when asked by a cute bot than by a random popup. Well, you can configure your chatbot to keep track of the products your customers have viewed or bought in the past. You can also go through conversations and your customer database to create several client profiles. For example, new and returning customers may receive two very different welcome messages. Chatbots work 24/7 without complaining or lengthy customer service training sessions.

Bank of America’s “Erica” is perhaps the most successful banking chatbot on the market today. Erica is able to show FICO scores, make transactions, show credit rewards, inform users of duplicate charges, and more. Mortgage chatbots can be employed on banking websites to automatically inform clients of their credit score, credit card history, their minimum credit payments, their APR, and credit rewards. Primarily for hotels, hospitality chatbots can ask guests for any special requests they might have, prior to their visit. Guests might require a wheelchair upon arrival, or they’d prefer a smoking room. They would write their needs on the chat and the chatbox will arrange their special accommodations, if applicable.

You can design them to go through a buying decision by creating a ‘quiz’, telling jokes along the way, and sending the occasional meme. Sometimes, the only thing standing between you and a sale is a customer’s inability to perform a simple action themselves in order to find what they want and make a buying decision. Grab the Chatbot Business Case Template to help you put together a comprehensive case for your chatbot. Discover chatbot security risks and gain practical advice on safeguarding against them.

Apple offers a customer service chatbot on its website where users can initiate support queries. A site visitor will type in all relevant contextual information in the chat, the bot will process the message for keywords, and surface the most relevant content that will meet their needs. Escalation to a live agent happens if a user isn’t satisfied with automated support. Chatbots can answer simple questions or direct users to the correct department based on the query. They can also help fill in forms and provide information about government services.

Companies have made it so difficult to talk to a person that customers — especially younger people — have started to internalize the idea of a phone call as a premium product. Gen Zers don’t like to talk on the phone, except when it makes them feel exclusive and important. They see the ability to call as a concierge-like service that helps them skip to the front of the line and offload the labor of whatever they’re trying to accomplish onto someone else. Chatbots are potentially cost-effective in the long run for many businesses, but that doesn’t mean they come without a cost. Setting up and maintaining a sophisticated chatbot has initial and ongoing costs; it can take time to see that potential ROI.

Let’s start by stating that these chatbot ideas are only applicable to institutions that take care of specific needs like financial organizations, educational institutions, and medical establishments. And because of their niche and delicate nature, we don’t recommend you to try creating these chatbots. With the use of bots, your business can streamline the simple and repetitive property-buying tasks to allow your agents to focus on high-quality prospects. This will save you time and money in the long run while improving your customer satisfaction levels. Best Buy, an electronics retailer, offers an SMS customer support bot.

Following its launch in 2017, Eugenia Kuyda, the co-founder of the company, claimed that 1.5 million people were waiting to interact with the bot. There are even cases where the user claims that their Replika fell in love when users check in regularly. Coded by https://chat.openai.com/ 19-year-old Stanford University student Joshua Browder, DoNotPay helps users contest parking tickets in an easy-to-use, chat-like interface. In the first 21 months of service, DoNotPay took 250,000 cases and won 160,000, appealing over $4m of parking tickets.

By the time they reach the end of the quiz, visitors see a list of recommendations that interests them the most. Many companies today invest a lot in sales teams to find and convert leads. Their goal is to contact cold prospects and get them interested in the company’s products and services. By the way, HOAS customer service chatbot is a great example of how a bot can increase customer satisfaction score and help to build a stronger brand as well!

It gives businesses a platform to build advanced chatbots to interact with customers. The Kore.ai bot builder lets you build chatbots via a graphical user interface instead of codes that only people with advanced technical skills can understand. Chatfuel is an AI chatbot platform with a simple proposition; build bots to interact with customers and embed business case for chatbots them on your website or social media pages. The platform gives you a collection of pre-built chatbot templates that you can use as the foundation for yours. You can find templates across different categories; real estate, restaurant, e-commerce, healthcare, beauty, etc. Botsify allows you to create chatbots for customer support, sales, and marketing.

They can be integrated into various platforms such as websites, messaging apps, and voice assistants. And, it serves a wide range of purposes including customer support, sales assistance, information retrieval, and task automation. The LeadDesk chatbot handled questions from approximately 20,000 attendees. In today’s digital era, chatbots have significantly impacted the banking industry, offering a myriad of innovative and convenient use cases that optimize operational efficiency. These AI-powered virtual assistants have become valuable assets, streamlining various aspects of banking services and improving interactions between customers and financial institutions. Letting chatbots handle some sales of your services from social media platforms can increase the speed of your company’s growth.

Depending on the answers, the bot will either add another lead to your database or save your managers’ time chatting with someone who is not interested in a purchase. But, these aren’t all the ways you can use your bots as there are hundreds of those depending on your company’s needs. Once you choose your chatbot and set it up, make sure to check all the features the bot offers.

TechCrunch’s custom chatbot allowed users to pick the number of times they’d like to receive new content and filter them based on the type of content, the authors, etc. The chatbot would ask a series of questions and prompt the patient to book an appointment. After this, all the doctor has to do is evaluate the answers and suggest a treatment plan. It further wanted to make its service round-the-clock and provide instant answers to patients. Meanwhile, it also wanted to make the booking processes seamless and it knew that the only way it could achieve everything at once would be via a chatbot. But enhancing the customer experience in travel has always been a challenge.

Potential jurors are expected to be asked about their own family and personal histories with substance abuse as well as any tax issues and past dealings with the Internal Revenue Service. And despite President Joe Biden dropping his bid for reelection, they’ll also answer questions about whether they believe criminal charges can be filed for political reasons. Henderson lamented that this passenger caste system isn’t as good as it used to be — for the winners, obviously.

No wonder the voice assistance users in the US alone reached over 120 million in 2021. Also, ecommerce transactions made by voice assistants are predicted to surpass $19 billion in 2023. So, let’s dive in and find out more about the different uses of chatbots. These chatbots can handle initial resume screening, identify qualified candidates, and conduct preliminary interviews. AI-powered chatbots can bridge the knowledge gap by serving as 24/7 onboarding tools.

A national food-services organization in North America had an existing operational Conversational AI solution. In order to improve customer service, the process required some user clarification to better understand the refund scenario. Master of Code offered a team to expand the primary bot solution, providing end-to-end build and support for the service. This improvement was attributed to the consistent and clear application of the rules governing refunds. Another way to use chatbots is to adjust them to make product recommendations. Of course, the capabilities of the tool depend a lot on the type of chatbot you choose, if it’s rule-based, AI, or hybrid.

AI chatbots offer an innovative approach to collecting feedback, replacing long, unwieldy forms with intelligent conversations. Kinch’s research on the impact of increasingly sterile customer service on the consumer psyche has found that lacking human contact can make an already anxiety-inducing situation worse. When people are on edge — which they often are when they’re trying to reach a representative — they crave human contact. Just the reassurance that they could talk to someone if they wanted makes them feel better. Anecdotally, it tracks — plenty of people have had the experience of, say, confirming a credit-card charge with a bot and then wondering if that confirmation stuck. And in a high-anxiety situation, like dealing with a travel cancellation or making a financial transaction, people just really want the option to talk to someone if they need to.