Top 7 WhatsApp Chatbot Examples from Different Sectors '24

Companies can now interact with their clients through WhatsApp chatbots and WhatsApp IVAs thanks to the launch of the WhatsApp Business API. Due to WhatsApp’s 2 billion active users, some pioneering businesses made WhatsApp chatbots an essential component of their conversational commerce strategies. 

Nevertheless, many businesses continue to interact with their clients through custom mobile apps or websites. This article provides 7 successful WhatsApp chatbot examples to inspire marketing managers to assess their investments in customer communication. In order to be relevant to a wider audience, we selected our case studies across 5 different industries (see Figure 1).

Figure 2: Jio’s WhatsApp chatbot interacts with a client regarding refunding.

1. Eureka Forbes saved 200K hours for its employees

Eureka Forbes,¹ is one of India’s major e-commerce/retail companies for health and hygiene products. Eureka is present in 35 other countries as well.

Challenge

In India, Eureka Forbes is renowned for its products that purify drinking water. The demand for clean water and sanitation rose during the pandemic. So, the traffic of Eureka Forbes. Due to increased consumer traffic, Eureka Forbes’ customer support was overwhelmed. To solve this issue, Eureka Forbes searched for a cutting-edge strategy for customer service in order to stay up with the growing client demands.

Initiative

Eureka Forbes collaborated with Haptik to create their WhatsApp Chatbot. The chatbots improved the effectiveness of customer care and sales operations while providing 24/7 customer support.

Haptik developed an AI-driven WhatsApp chatbot to comprehend user intent and provide product recommendations to clients based on two-way dialogue (see Figure 3). The bot also forwarded complex customer concerns to live operators in order to:

• Lower customer attrition. 
• Guarantee timely question responses. 
• And deliver a consistent brand experience.

Figure 3: Eureka’s WhatsApp bot recommends products.

Result 

1. Chatbot successfully handled more than 1.5 million conversations.
2. 1 million people were engaged with Eureka via WhatsApp.
3. Thanks to WhatsApp chatbot Eureka was able to augment its workforce where automation of queries saved more than 200 thousand hours for its employees. 

2. Oyo Hotels’ WhatsApp bot decreased call center traffic 15%

By room count, Oyo is the third-largest hotel chain in the world. Over 80 nations are served by the business.²

Challenge

OYO aimed to leverage digital solutions to lower customer care costs without sacrificing overall customer satisfaction. In order to reduce the potential harm caused by chatbot failures, the organization demanded live agent takeover capability. 

Initiative

To solve this challenge, Haptik designed a WhatsApp hospitality chatbot for Oyo which could transfer the conversation to live agents. The bot helped the company to:

• Manage many conversations at once and respond to consumer issues simultaneously.
• Let customers make bookings (see Figure 4).
• Analyze each support agent’s productivity and effectiveness.
• Obtain information on the main causes of customer support requests via chatbot/ecommerce analytics.

Figure 4: Oyo’s WhatsApp bot creates a booking for a customer.

Result 

1. On average, Oyo’s WhatsApp bot performs 85 thousand conversations where 55 thousand of them are unique users each month. 
2. Chatbot decreased call center workload by 15%.

3. India’s COVID-19 WhatsApp bot fought against misinformation

Challenge

The Indian government sought a system that would eliminate false information and educate people with the knowledge they need to be safe during the pandemic. Therefore, the government requested a digital solution that:

• Reach as many people as possible.
• Deployed in a short time period.

Initiative

Haptik created the MyGov Corona Helpdesk, a WhatsApp chatbot, in under 5 days which could:

• Diagnose users.
• Give advice and safety precautions to follow.
• Present the most recent information and warnings from the Ministry of Health.
• Expose misconceptions about the pandemic and more.

You can watch the following video to learn more about India’s pandemic WhatsApp bot:

Result 

1. Chatbot answered almost 110 million queries regarding the COVID-19 pandemic, illness, symptoms, and more. 

4. Upstox (securities) automated ≅80% of customer queries via WhatsApp

Upstox is a fintech company that offers online investments in:

• Commodities 
• Currencies
• Stocks
• Derivatives
• Mutual Funds, and more.

Challenge

Due to the company’s growth, Upstox experienced a customer service overload. As a result, the business decided to initiate a conversational banking strategy that is boosted by an AI chatbot that can:

• Engage as many people as it can.
• Provide immediate help with answering FAQs.
• Reduce the workload for live agents so they may concentrate on difficult human interactions.
• Inform consumers about stocks and investments to boost user engagement.

Initiative

Upstox collaborated with Haptik, and they decided WhatsApp to be an appropriate platform for engaging with many people. WhatsApp bot could (see Figure 5):

• Onboard new customers on the platform.
• Answer queries regarding:
  • Opening new accounts
  • Login problems
  • General investment concepts
  • Missing holdings
•  Create watchlists

Figure 5: Capabilities of Upstox’s WhatsApp chatbot.

Result 

1. WhatsApp bot onboarded more than 220K customers within less than 6 months.
2. WhatsApp chatbot enhanced number of transactions 20%.
3. Chatbot handled 3.7 million conversations.
4. 78% of customer queries were solved via whatsApp chatbot.

5. Plum handled 80% of claims with a WhatsApp chatbot

Plum is a business insurance provider that provides health insurance coverage for organizations in India.

Challenge

Following the pandemic, more employees received employer-paid private health insurance. Thus, the demand for business insurance policies raised in India. Because of the increased demand for Plum’s policies, the company experienced excessive claims. Therefore, Plum searched for ways to automate claims processing where chatbots handle the first notification of loss (FNOL) and notify customers regarding the steps of claims processing.

Initiative

Plum decided that having a WhatsApp chatbot would be an appropriate solution for automating claims processing. Their chatbot could:

• Collect necessary information for starting a claim.
• Allow customers to evaluate the terms and conditions of the policies to determine whether specific situations are or are not covered.
• Track claims
• Consult a doctor and more (see Figure 6).

Figure 6: Automated claims processing via WhatsApp chatbot.

Result 

1. 80% of claims were submitted via WhatsApp chatbot
2. The initiative reduced average claim filing time by 60%.

7. Plantix lets farmers detect plant diseases via WhatsApp bot

Plantix connects small-scale farmers and input providers in one digital ecosystem with tailored solutions and services. The platform is used by 15 million farmers.⁴

Challenge

The worldwide economy suffers a cost of over $220 billion a year due to plant diseases, according to the United Nations organization for food and agriculture.⁵ Plantix thought that farmers could save some of their harvests if they were given information on the cause of the plant disease and reached best practices.

To do this effectively:

• Platform Plantix communicates with farmers and should support sending images to assess whether crops are infected or not.
• Platform should let Plantix to interact with as many farmers as possible. 

Initiative

To solve this challenge, Plantix used a WhatsApp chatbot where users send images of their crops and respond back after the assessment (see Figure 7).

Figure 7: Interaction example with Plantix’s platform.

Further readings

You can read our following articles if you want to have a WhatsApp chatbot but are confused about where to begin:

1. WhatsApp Business Partners: Everything You Need to Know.
2. Conversational Commerce Platforms: Data-driven Benchmarking.
3. 50+ Chatbot Companies To Deploy Conversational AI.

Finally, if you want to learn more regarding WhatsApp chatbot examples you can reach us:

Transparency statement:

This article was drafted by former AIMultiple industry analyst Görkem Gençer.

External Links

• 1. Eureka Forbes Wikipedia.
• 2. OYO says it is the world’s 3rd-largest hotel chain by room count“. Business Standard.
• 3.  “How Plum slashed claim filing time by 60% for its users with a WhatsApp bot built using Landbot“. Landbot case studies.
• 4. Crunchbase company profile.
• 5. “New standards to curb the global spread of plant pests and diseases“. FAO. 2022
• 6. Plantix.