While we were writing about major chatbot failures and top chatbots, we started noticing and documenting the areas where chatbots add value to businesses. Now we are ready to explain how businesses in different industries can use chatbots. For example, in the featured image above you can see how they add value in the healthcare industry. We will continue with examples from other industries and business functions.

And even though we mention numerous application areas, do not imagine this as a company having 20 chatbots. Consider 2 chatbots for your company, one that is serving all requests from customers and partners and another serving all your employee’s requests. So if an employee needs to create an IT request or if she needs to put in her timesheet, she will use the same system and the same interface.

Chatbot solutions for any industry that serves specific business functions

Customer service

  • 1- Answering frequently asked questions: In most businesses, 80% of customer service queries are made up of just a few issues. Some of these issues are simple enough so bots can handle them in most cases.
  • 2- Resolving customer queries: Answering questions is helpful but a chatbot is not that useful if it can not complete transactions. For example, if customers frequently call to check the delivery time of their package, it makes sense to let the chatbot handle those questions.

Marketing

  • 3- Recommending new offers: Recommending the right products to the customer based on her verbal feedback
  • 4- Understanding your customers: Asking the right questions at the right times on your application or website

Sales

  • 5- 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 they are assigned opportunities, simplifying lead creation and updates.
  • 6- 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 by being where customers are. Customers can reply with a pizza emoji or word so that bot understands and delivers the pizza.
  • 7- Customer outreach is better when bots write the first reply. For example, while reaching out to SMEs, you can send automated emails and chatbots can respond immediately to leads. Reduction in response times is one of the biggest boosts to conversion as demonstrated by this study
  • 8- Lead nurturing: Communicating with customers at every stage of the sales funnel, helping them get more informed about your services and products. Bots listen to the needs of customers and provide the information and answers they need.

HR

  • 9- Keeping the pulse of your employees has never been easier. Integrate chatbots like Polly into your collaboration environment like Slack to monitor their satisfaction and productivity.
  • 10- Answering common HR-related questions is time consuming and boring for employees but an ideal job for chatbots.
  • 11- Completing transactional HR services: Most employees have a hard time remembering where they need to fill in their absences and vacations. Especially new joiners are clueless about such things. A cool solution is to stop recording absences altogether. A slightly less cool solution is to roll out an HR chatbot on the common chat platforms for such questions
  • 12- Streamline expense reports: A virtual assistant can help in users creating expense reports, adding line items, adding transactions and approving expense reports.
  • 13- 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

  • 14- 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

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

Supply Chain

  • 16- 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.

Industry-specific chatbot solutions

e-Commerce

  • 17- Shop with conversational commerce
  • 18- Set price alerts
  • 19- Choose gifts
  • 20- Reserve products
  • 21- Track orders

Travel

  • 22- Book travel
  • 23- Book accommodation
  • 24- Get advice on topics like where to visit, what to see

Finance

  • 25- Investment management
  • 26- Credit applications
  • 27- Money transfer

Healthcare

  • 28- Therapy
  • 29- Handling insurance coverage inquiries
  • 30- Tracking prescription use

Real-Estate

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

If you still want to see more chatbot applications, We also have a guide for chatbot use cases categorized according to industries and modes of communication with the customer. If you are ready to implement your chatbot, we have a comprehensive, up-to-date list of all chatbot platforms so your company can build its own chatbot. While some platforms require technical skills, others can be tackled by non-coders.

Hope we could help you identify how you could use bots in your business. You can also check out AI applications in marketing, sales, customer service, IT, data or analytics. And If you have a business problem that is not addressed here:

Let us find the right vendor for your business

Featured image source

2 comments

  1. 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.

  2. 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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