30+ Chatbot Use Cases/Applications in Business (2022)

While we were writing about major chatbot failures and discussing the top chatbots on the market, we started noticing and, therefore, documenting the areas where chatbots add value to businesses.

This article explains how businesses in different industries can use chatbots.

Chatbot solutions for any industry serving specific business functions

Customer service

Customer service chatbots can be used for:

1- Answering frequently asked questions

In most businesses, 75% of customer service queries are made up of just a few issues. Some of these are simple enough, so bots can handle them in most cases. Thus, letting chatbots answer the frequently asked questions, for instance, can significantly reduce your call center workload.

2- Resolving customer queries

A chatbot should also complete the end-to-end sale process. For example, if customers frequently call to check the delivery time of their package, it makes sense to let the chatbot handle those questions.

Sponsored:

Haptik, a conversational AI provider, built a chatbot for Cars24, a second-hand car seller, to respond to customer questions, such as the model of the vehicle and other such questions, and lessen the workload on contact centers. Cars24’s initiative cut call center costs by 75%, and the chatbot contributed to 33% of all purchases on Cars24.

30+ Chatbot Use Cases/Applications in Business (2)

3- Assigning customers to support team

If customer queries are too complex to resolve, chatbots can issue a ticket and direct the customer to a human agent. This application is also widely accepted by customers: According to Aspect Customer Experience Index, 86% of users expect that chatbots should always have an option to transfer to a live agent.

Marketing

4- Recommending new offers

Chatbots that leverage ML can leverage users’ feedback to offer them personalized recommendations. For instance CEAT, a tyre manufacturer, advises tyre models to their customers with chatbots, based on their feedback and demands.

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5- Understanding your customers

The chatbot can ask customers questions to store the data for further use and help the company know its customers better.

6-Collecting customer feedback

Chatbots ease the process of collecting data from customers to improve service/ product quality and conversion rates.

Businesses can also run more efficient chatbot analytics about the efficiency of their chatbots by storing users’ conversations.

Sales

7- Sales assistant (assistant to sales reps)

Integrated to your CRM system, your chatbot can act as an assistant to sales personnel, by notifying them when a lead has potentially been identified, therefore simplifying lead creation and updates.
For example, CarLabs has transformed the automotive sales process with chatbots. We interviewed their CEO, Martin Schmitt, about their transformation. You can read the interview and gain insights about sales chatbots from here.

8- Selling/marketing the product in text-only channels

Deploying chatbots to official social media accounts (including WhatsApp) can help organizations attract customers. For example, Dominos launched its Facebook Messenger chatbot (so-called “pizza bot“) to ease the process of pizza ordering. Customers can reply with a pizza emoji or a keyword so that the bot understands the user demands a pizza and then the chatbot collects more info regarding the ingredients of pizza and delivery details.

9- Customer outreach

Customer outreach en masse can be more efficient when bots are in charge. For example, while reaching out to SMEs, you can send automated emails and chatbots can respond immediately to leads.

10- Lead nurturing

Communicating with customers at every stage of the sales funnel can help them get more informed about your services and products. Bots listen to the needs of customers and provide the information and answers they need within a rules-based framework.

If you are wondering how to build a lead generation funnel with chatbots, Natasha Takahashi, CMO of School of Bots, is explaining the framework on the below video:

(Video) Chatbots in BFSI Industry ft. HDFC Life | Kommunicate

  • We have an in-depth article on B2B chatbots.

HR

11- Keeping the pulse of your employees

This has never been easier. Integrate chatbots like Polly into your collaboration environment like Slack to monitor their satisfaction and productivity.

12- Answering common HR-related questions

This task is time consuming and boring for employees, but an ideal job for chatbots. Below image is an example of an HR chatbot demo where an employee is asking his available leave days to the bot.

13- Completing transactional HR services

Most employees, and especially new joiners, can have a hard time remembering where they need to fill in their absences and vacations.

Companies can leverage a chatbot that gets its answers from a knowledge base to help employees with their day-to-day queries. So the employee can ask, “where should I file my absences?” and the chatbot would give them the form, as well as the online portal where it should be submitted for approval.

14- Streamline expense reports

A virtual assistant can help in users creating expense reports, adding line items, adding transactions and approving expense reports.

To learn more about expense management automation click here.

15- Onboarding & Training

Chatbots like Botbot.AI can help organizations enhance the enterprise onboarding process by revealing insights from candidates’ conversational data. Chatbot facilitates the training of new employees when they are fed with orientation materials such as videos, photos, graphs & charts.

IT

16- IT helpdesk

Helpdesk functionality can be easily embedded in a bot that can create/assign cases, notify users of updates and answer users’ questions.

Facilities and other support services

17- General helpdesk

All facilities related requests can be collected by a chatbot that will also notify users as their requests are completed.

Supply Chain

18- Inventory management

Chatbots can enable organizations to check inventory levels. For example, bot can return the most current inventory numbers for a SKU.

Customers and suppliers can also track the present status of the shipment by typing the delivery number. LiveTiles has a retail inventory management chatbot that brings inventory tracking, supply chain tracking, and staff management systems to form a retail store management system on demand.

To learn more about inventory management automation, click here.

Industry-specific chatbot solutions

e-Commerce

19- Shop with conversational commerce

Customers can use chatbots to order goods without navigating through the website.

20- Set price alerts

Amazon Price Alert bot is a Telegram chatbot that informs you whenever the price of a specified goods reaches a given threshold. The way it works is that the user provides the bot with the item’s URL and the price threshold, say $200 for a product currently priced at $250.

The chatbot then scrapes the URL every hour to see whether the price has come down or not. Finally, once the price reaches the given threshold, it automatically sends the user a text informing them about the situation.

21- Choose gifts

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.

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.

(Video) Designing Open Source Narrative Driven Interactive Experiences - Melissa Auclaire, Studio Triome

22- Add products to your wishlist

Customers can ask chatbots to add products to their wishlist.

23- Track orders

Most online retailer platforms today have chatbots that ask users the product ID to instantly give them the shipping status of their orders. Customers can ask chatbots about the whereabouts of their orders’ shipments.

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.

24- Process return and exchange requests

Processing exchanges and refunds can be a menial and repetitive task for customer service employees. There are chatbots; however, that can automate and streamline the process.

Marker Bros offers e-commerce retailers a chatbot template that is able to help customers exchange an item they have bought, or give it back for a monetary refund or store credit.

Travel

25- Book travel

Travelers can use travel agencies’ chatbots to book their travels for them, instead of doing it manually. 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.

West Jet, for example, has a Facebook chatbot that can book flights by asking the departing and arriving airports and the date.

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26- Booking accommodations

Primarily for hotels, booking accommodation 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.

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27- Get advice on topics like where to visit, what to see

Travelers can ask chatbots for recommendations on places to visit based on their criteria and parameters.

Engati, for example, has created a chatbot tailored to travel agencies for lead generation. The chatbot is able to provide users with personalized recommendations based on receiving inputs from travelers, such as the season, the region, and the type of vacation (business vacation, family trip, honeymoon, etc.).

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  • We have a dedicated article that offers a more in-depth look into the use cases of travel chatbots.

Finance

28- Investment management

Chatbots could act as de-facto financial advisers. KAI’s investment management chatbot, for example, learns about the user by asking them questions about their marital status, life and financial goals, professional career, income, current wealth, and retirement plan.

It is then able to manage their investment portfolio by instantly showing them their account balance, portfolio growth, probable investment projects in their budget, and increasing their financial literacy.

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29- Credit applications

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.

30- Money transfer

Chatbots can minimize the clicks it would take for a customer to navigate through the bank’s website to wire money around. They would be able to automatically ask the user what they want to do, how much they’d like to send, and the receiving account’s information to complete the task.

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.

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  • To learn more about banking chatbots use cases and applications, click here.

Healthcare

31- Therapy

Therapy chatbots can be an adequate, but not complete, substitute for human therapists due to their 24/7 availability, instant response rate, and lack of stigma.

Woebot is perhaps the most popular therapy chatbot on the internet. It is able to ask users questions about their day, their feelings, and provide insights. It is widely used for behavioral cognitive therapy, where it can help users change their behavior (for example, drug abuse) by transforming their thinking patterns for the better.

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  • For more on health and self care chatbots, read our article on emotional chatbots.
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32- Handling insurance coverage inquiries

Specifically on healthcare provider websites, chatbots can act as a 24/7 insurance representative informing patients on whether their insurance plans will cover their treatments or not.

  • We have an entire article dedicated to explaining the use cases and applications of insurance chatbots.

33- Tracking prescription use

Chatbots can leverage API to automatically order re-fill for a given prescription drug once the patient submits a request. Of course, a medical professional would have to approve the request based on the patient’s prescription and history. Nevertheless, a chatbot would streamline the process.

  • To learn more about healthcare chatbots, click here.

Real-Estate

34- Provide advice to customers on choosing a neighborhood or street for their real estate investments

Much like traveling chatbots recommending vacation hotspots, real-estate chatbots could provide housing recommendation based on users’ inputs on neighborhood, nearby schools, and budget, among other factors.

  • We have an in-depth article on the top 9 use cases of real estate chatbots.

For more on chatbots

To learn more about chatbots, read:

  • In-Depth Guide to The Top 37 Chatbot Applications / Use Cases
  • Top 60 Chatbot Companies For 2022: In-Depth Guide
  • The Ultimate Guide to The Top 14 Benefits of Chatbots

For our comprehensive whitepaper on voicebots:

Get Voice Bot Whitepaper

Additionally, you may download our whitepaper to get the most latest information about conversational AI:

Get Conversational AI Whitepaper

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.

Find the Right Vendors

Featured image source

30+ Chatbot Use Cases/Applications in Business (11)

Cem Dilmegani

Cem founded the high tech industry analyst AIMultiple in 2017. AIMultiple informs ~1M businesses (as per similarWeb) including 55% of Fortune 500 every month.

Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur. He advised enterprises on their technology decisions at McKinsey & Company and Altman Solon for more than a decade. He led technology strategy and procurement of a telco while reporting to the CEO. He has also led commercial growth of deep tech companies that reached from 0 to 3M annual recurring revenue within 2 years.

Cem regularly speaks at international technology conferences. He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School.

(Video) Create a chatbot in 5 minutes without a single line of code! | Kompose 2022 | Kommunicate

30+ Chatbot Use Cases/Applications in Business (12)

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2 Comments

  • 30+ Chatbot Use Cases/Applications in Business (13)

    Dim Yang
    Apr Mon, 2019 at 04:25

    Hello! Thank you for the list. Very useful! But don’t you think that the hype around the chatbot is over? If at the beginning of 2017, they seemed to be something new and breakthrough, then interest in them from the business side disappeared gradually. Yes, they are used in highly specialized niches, but not quite so ubiquitous as their adepts predicted 1-2 years ago.

    Regarding your article. The list is certainly not bad, but still, it is not complete. For example, you completely missed the fact that chatbots are actively used in IT. And not only for support but also for the most important thing – product development. There is a thick layer of such bots. If you look in the Slack app store, you will find at least a hundred of them here – slack.com/apps. One of the most noted examples is https://standuply.com. This bot is able to create dialogues within a team, support every day stand-ups, create polls, etc.

    In addition to Standuply there is also – Standup Jack, GeekBot, and many others.

    Besides, you forgot to mention bots for consulting and legal services. There are even police bots – such a bot was recently made in Ukraine.

    Thank you for taking the time to this topic, but it seems to me the post should be updated. I hope that my comment will help you with this.

    Reply
  • 30+ Chatbot Use Cases/Applications in Business (14)

    Kumar S
    Jun Sat, 2018 at 11:55

    Very well said about how chatbots are shaping and being portrayed in the world of Business Administration these days. Lately millennial are very much familiar with usage of messaging applications and as the chatbots are using the similar platforms it will be a better and a easier interaction level for all. I have come across a chatbot platform called Engati which guided me to design a chatbot within 10 minutes and no coding. You too can give it a try at building a bot in less than 10 minutes. Engati is a chatbot platform that allows you to build, manage, integrate, train, analyze and publish your personalized bot in a matter of minutes. It presently supports eight major messaging platforms including messenger, Kik, telegram, line, Viber, Skype, slack and web-chat with a focus on customer engagement, conversational commerce, and customer service and fulfillment.

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FAQs

What are the use of chatbot in business? ›

Chatbots are an excellent tool to track purchasing patterns and analyze consumer behaviors by monitoring user data. This data can help companies market the products differently and expand their reach. Similarly, bots can be used to collect feedback through simple questions and improve products or optimize the website.

Do chatbots improve customer experience? ›

While chatbots can't replace humans, they can complement the support-chat experience, giving employees or customers a friendly greeting and direct ways to get what they need — fast. More specifically, AI chatbots can help companies deliver good customer service in the following ways: Reducing customer waiting time.

Where are chatbots mostly used? ›

Besides emails, companies can use chatbots on messaging platforms like WhatsApp, Telegram, and Facebook Messenger to send drip campaigns to users. This gives their marketing departments two main benefits: They can access their customers on a preferred communication platform, i.e., text messenger.

How many businesses use chatbots? ›

1. 23% of customer service companies are currently using AI chatbots. Whilst many companies are keen to take advantage of AI chatbots, however, the number of companies actually using them is still relatively low.

What is chatbot and example? ›

A chatbot is an application that can imitate a real conversation with a user in their natural language. Chatbots enable communication via text or audio on websites, messaging applications, mobile apps, or telephone.

Which technology is best for ChatBot? ›

Best AI Chatbots for 2022
  • Alexa for Business. 4.4.
  • Drift. 4.4.
  • Salesforce Einstein. 4.4.
  • Dasha AI. 4.3.
  • SurveySparrow. 4.25.
  • LivePerson. 4.2.
  • ManyChat. 4.15.
  • Intercom. 4.1.
19 May 2022

What is the most popular ChatBot? ›

What You Will Learn:
  • Best AI Chatbots. FAQs About Chatbot Software.
  • List of Most Popular AI Chatbots. Comparison of Best Chatbots. #1) Tidio. #2) ProProfs ChatBot. #3) Salesforce. #4) Podium. #5) itsuku – Pandorabot. #6) Botsify. #7) MobileMonkey. #8) Imperson. #9) Bold360. #10) Meya AI. #11) Aivo. #12) ManyChat. #13) itsAlive.
4 days ago

Which technology is used in chatbots? ›

Most chatbots are powered by artificial intelligence, or AI. AI chatbots tend to be more useful, purely because they are smarter and can learn over time. This is, of course, valuable to businesses. Artificial intelligence in chatbots comes in many forms.

What is the main benefit of using chat applications? ›

A chat application allows you to message or contact a person in real-time. In some cases, it becomes the bridge on where customers, potential leads, prospects could ask inquiries about products or services, and you can respond instantly.

What is chatbot Why is it important? ›

Chatbots can automate tasks performed frequently and at specific times. This gives employees time to focus on more important tasks and prevents customers from waiting to receive responses. Proactive customer interaction.

How effective are chatbots? ›

Used as a targeted tool, chatbots can increase engagement up to 90% and sales by 67%.

What are the 7 steps to create a chatbot strategy? ›

  1. Step 1: Gather information about your potential customers. ...
  2. Step 2: Decide what the bot is going to do to meet customer expectations. ...
  3. Step 3: Select a platform & build your bot. ...
  4. Step 4: Check if the chatbot works & improve it further. ...
  5. Step 5: Launch your chat box & monitor its activity.

Is chatbot AI or automation? ›

Chatbots, are a major innovation in the field of AI – a highly responsive, interactive and engaging personality which emulates human conversations using AI techniques and resolves customer issues or needs anytime, with the ease of a chat. In most cases, Chatbots use messenger apps to converse with customers.

Why chatbots are the future of communication? ›

Chatbots are changing the way businesses communicate and understand their customers. With AI, chatbots will have the ability to deliver a more personalized customer experience. It's also saving companies money through customer service, internal processes, and marketing efforts.

What problems can chatbots solve? ›

What problems do chatbots solve and what are they used for?
  • Eliminates the added costs to meet global customer demands. ...
  • Automates repeat customer support enquiries. ...
  • Ends sales activity only taking place during working hours. ...
  • Reduces abandoned carts. ...
  • Gives customers an accessible channel to find answers to their questions.
16 Feb 2022

Why chatbots are the future of marketing? ›

With chatbot marketing, a business can easily move prospects down the sales funnel and help them make the buying decision. Save time and money: A chatbot helps a business scale marketing conversation with minimum resources and efforts. Gone are the days when business hours used to be a thing.

What type of businesses use chatbots? ›

  • 10 Real Examples How Brands are Using Chatbot for Customer Service. Businesses and brands are using chatbots in lots of exciting ways. ...
  • Starbucks. ...
  • Lyft. ...
  • Fandango. ...
  • Spotify. ...
  • Whole Foods. ...
  • Sephora. ...
  • Mastercard.

How chatbots can help reduce customer service costs by 30? ›

By implementing chatbots, you can save around 30% or more, which will give you $157k savings per year. Chatbots for customer service cut the routine work that takes the support team's valuable time. Less mundane tasks mean your employees are happier, and they stay longer with the company.

Why chatbots are important in digital marketing? ›

In case people need more information, the chatbot should give all the necessary details about your product or service. Provide a quick response. An instant reply enables users to solve their problems fast and results in a positive user experience for your clients.

What are the different types of chatbots? ›

Menu/button-based chatbots are the most basic type of chatbots currently implemented in the market today. In most cases, these chatbots are glorified decision tree hierarchies presented to the user in the form of buttons.

How are chatbots used in customer service? ›

AI chatbots use your existing resources, such as FAQs or knowledge base articles, to help answer and resolve your customers' questions. They can recognize and answer multiple forms of the same question and can be trained to give instant responses using your preferred voice and tone.

How chatbots are changing the world? ›

Chatbots are being used more and more because they are highly accessible and can be made to show up right there on the screen as soon as a website is accessed. They allow consumers to get answers to questions almost immediately and certainly faster than waiting for a customer-service representative.

What is the future of chatbots? ›

The future of chatbots is that businesses will automate simple payments and allow users to pay directly over live chat or Facebook Messenger apps. The instant process makes the customer happy and improves customer satisfaction. MasterCard has also launched a chatbot, especially for customer payments.

What language is used for chatbot? ›

While making chatbots, Python makes use of a combination of Machine Learning algorithms in order to generate multiple types of responses. This feature enables developers to construct chatbots using Python that can communicate with humans and provide relevant and appropriate responses.

Why do people prefer chatbots? ›

Another reason why customers like the idea of a chatbot is because they're able to personalize the customer experience with a business. Based on recent interactions, chatbots can collect customer data and respond with a message or a solution that would directly suit your needs or preferences.

Why do customers prefer chatbots? ›

One of the things that customers prefer chatbots is that they provide instant responses and quick answers.

How does live chat help customer service? ›

Live chat support is a way for customers to have real-time, back-and-forth conversations with support agents. Using live chat software embedded on a company's website, customers can send their questions to a person who can quickly reply to them in the same small window.

What are the advantages and disadvantages of chatting? ›

Advantages & Disadvantages of Chatting on the Internet
  • Expense. You can find it less expensive to chat over the Internet than to make a long distance call. ...
  • Multitasking. You can complete other tasks while chatting over the Internet. ...
  • Time Management. ...
  • Communication Barriers. ...
  • Dangers.

What are chatbots and what are they used for? ›

At the most basic level, a chatbot is a computer program that simulates and processes human conversation (either written or spoken), allowing humans to interact with digital devices as if they were communicating with a real person.

What is chatbot marketing and how is it used in digital marketing? ›

Chatbot marketing is a way to promote products and services using a chatbot — a computer application that carries conversations with users by a predetermined scenario or with the help of AI.

Are chatbots really useful tool? ›

Chatbots are optimal tools for organizations to learn customer expectations. In light of the data provided by the chatbot-customer interaction, customer-specific targets can be planned. Thanks to chatbots, the organization can use the feedback to improve on its shortcomings.

Where are chatbots normally used? ›

Chatbots for Banking is also the pinnacle of data-driven insights, something that is particularly important in the banking industry. With chatbots, companies can make data-driven decisions, aiding in sales, marketing, trends and product launches based on the trove of data that the bots provide.

What kind of technology are chatbots? ›

Chatbots, also called chatterbots, is a form of artificial intelligence (AI) used in messaging apps. This tool helps add convenience for customers—they are automated programs that interact with customers like a human would and cost little to nothing to engage with.

How chatbots improve sales? ›

Chatbots can offer products and services in a friendly way, enhance the customer experience and increase the chances of generating more sales. Chatbots break the language barrier – chatbots can conduct sales conversations in multiple languages, expanding your customer service boundaries.

Why is chatbot important in customer driven business? ›

Chatbots are Responsible to Increase Traffic

AI-based Chatbots can initiate personalized dialog, get more exact customer feedback and conduct market research. Nowadays, every marketer uses Chatbots to increase revenue, drive conversion, boost market participation, and branding efforts.

How do chatbots help customers? ›

AI chatbots use your existing resources, such as FAQs or knowledge base articles, to help answer and resolve your customers' questions. They can recognize and answer multiple forms of the same question and can be trained to give instant responses using your preferred voice and tone.

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